Donegal-based Iontas Ltd, which produces software for enterprise management has announced a strategic partnership with the US company Pipkins Inc, which produces workforce management technology.
The partnership will allow both companies to provide Iontas' call center productivity and performance monitoring software Agent Focus in conjunction with Pipkins' premier forecasting and scheduling product, Vantage Point to call centres, particularly in the US.
"Iontas' business development strategy is to align itself with . . .partners, like Pipkins Inc., that have the knowledge, experience and technology to provide tools to the growing needs of mid to large sized call centers," said Iontas CEO Martin McCreesh.
"Our partnership with Pipkins provides Iontas with the opportunity to serve a greater number of call center customers in the US market."
Agent Focus' analyses all tele-agents PC activity and report this in a similar way to existing telephony based reporting systems.
The software reports on how time is spent on the PC to both agents and managers and, when used in conjunction with Vantage Point, enables effective forecast and scheduling of all agent activity.
"Traditionally, workforce management products have focused exclusively on call-related activity and statistics," said Tim Venturella, Pipkins' Vice President of Operations.
"Iontas' Agent Focus product gives call center managers information with respect to non-call-related work - specifically PC application productivity statistics.