Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software.

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ — Contactual (, the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. ( a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.

Contactual pioneered the use of hosted contact center solutions that dramatically reduce the costs of call center operations by eliminating the need for infrastructure or agents to be physically located on-site. Using hosted contact center software has traditionally been popular with small to midsized companies, and now is being adopted by Fortune 500 companies.

“As we engage with larger companies, our customers require an integrated on demand workforce management solution. There is no one with more experience and understanding of workforce management in a call center than Pipkins,” said Mansour Salame, CEO and Chairman of Contactual. “This partnership with Pipkins allows our customers to have a world class call center solution fully on demand with no upfront investment.”

“Increasingly users are embracing the hosted model and migrating some, it not all, of their business functions from premise-based software to hosted solutions. Like Contactual, we recognized this trend early on and launched a hosted version of our premised-based Vantage Point to address this need in 2002,” said James Pipkins, Founder and CEO of Pipkins. “Contactual has been chosen by companies of all sizes, having wide ranging needs and levels of sophistication. This partnership gives them the ability to further leverage their relationship with Contactual and pursue a completely on demand strategy with workforce management and contact center software from the leader in contact center innovation.”

Pipkins has been at the forefront of workforce management systems innovation for nearly three decades. Its Vantage Point software provides modern commercial call centers with advanced sophisticated forecasting and scheduling technology enabling users to realize scheduling optimization that is unmatched in the industry. is Pipkins’ hosted, low cost, subscription-based, alternative which provides users with all of the same full-featured enterprise capabilities and benefits of its Vantage Point software, but without the capital expenditures and ongoing infrastructure support costs associated with a premised-based solution.

About Contactual

Contactual is re-inventing customer interaction, driving down the cost of customer contact operations while allowing organizations to focus on providing great service rather than managing call center technology. Contactual’s On-Demand Contact Center software, with its innovative user interface and multi-channel support, increases customer satisfaction by improving the performance of every aspect of the customer contact operation. Contactual is a global leader in contact center software with offices in the United States, Canada, Europe, Australia and Asia. Contactual earned recognition as a finalist in the CODiE Awards’ Best Communication Solution category and won Frost & Sullivan’s Global Excellence in Technology Award, NetSuite’s Best Integrated Solution award; and Customer Interaction Magazine’s Innovation Award. For more information, visit