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Portage Communications and Kemma Software Combine to Create New Help Desk Call Center Solution |
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North Bend, WA -- Portage Communications and Kemma Software have combined their products to create a unique offering to small help desks and customer service call centers.
The two companies have created an interface between their products to combine the call tracking capabilities of Kemma's Bridge 99 software with Portage's Call Center Designer and SimACD call center agent staffing and forecasting software. Bridge 99 maintains a database for optimal problem resolution while Call Center Designer and SimACD determine the ideal number of agents needed to maintain high service level to callers. Under an agreement Kemma and Portage will also resell each other's software.
Call volume and duration data can now be imported from the Bridge 99 database into Call Center Designer and SimACD. This will allow the help desk manager to use their call tracking database as a source to determine the ideal number of agents needed to handle expected call volumes in the future. Managers will no longer have to guess and try out different agent levels in order to maintain high service levels to their callers.
Kemma Software of Cranberry, PA, the fastest growing supplier of software to the help desk environment, meets an unfilled need in the IT community by providing Bridge 99, a powerful, yet low cost, help desk / problem tracking software for the help desk or IT department without a large formal help desk. Bridge 99 is affordably priced, easy to implement, and delivers the features and benefits most requested by organizations. Bridge allows help desk professionals to easily track problems and issues within their technical department and is a client-server application for Windows 95/98/NT.
"We're very excited about our relationship with Portage Communications," commented Beth Marak of Kemma Software. "No one has yet combined call tracking software with call center staffing software. This is a first, and it makes Bridge 99 a unique offering to the help desk environment."
Portage President Stuart Harris is equally enthusiastic about the developments: "Kemma and Portage are a perfect match for this integration. We both concentrate on offering low cost solutions to smaller call centers and help desks that cannot afford the software systems that cost tens or hundreds of thousands of dollars. This relationship along with Portage's current association with the Help Desk Institute positions my company for a strong presence in the help desk industry."
Founded in 1993 and located near Seattle, Portage Communications develops and sells call center management software. Call center managers tell Call Center Designer their call volumes, average call lengths, service level goals, and call center costs; Call Center Designer tells them the ideal number of staffed agents and inbound lines to use for each time period in their workday. SimACD uses simulation techniques to perform minute-to-minute, call-by-call simulations of call center performance allowing managers to test and try out different numbers of agents and inbound lines in a computer simulated call center before actually implementing them. Many hundreds of copies of their Call Center Designer and SimACD have been sold worldwide. |
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