Pipkins' Workforce Management Product, Vantage Point, Rated 'A' In TMC Labs Review
Pipkins' premier workforce management product, Vantage Point, received an "A" rating from Editor Tom Keating of Customer Interaction Solutions Magazine. Keating states "Overall, TMC Labs was very impressed with the performance and feature-set of Pipkins' Maxima Advantage. The scheduling algorithms are, indeed, one of the best in the industry; as such, we find this to be a terrific solution to meet your workforce scheduling needs."
Vantage Point is designed to handle complex call center forecasting and scheduling. Its scalable architecture allows Pipkins to service call centers of all sizes as well as provide an up-to-the-minute picture of call center performance. Vantage Point's features allow supervisors to track current call handling statistics and monitor agent adherence. One benefit of the software is its ability to use agent skill sets for optimal scheduling in order to prevent over- or understaffing in each skilled activity. Additional benefits are more accurate forecasting from past statistics regarding special events or promotions and the web-based vacation feature which ties into HR and payroll. Supervisors utilize a convenient color-coded system and can report to HR regarding the number of agents required for any given period.
Keating cited additional features of Vantage Point that he termed "icing on the cake." Specifically, the ability to terminate and reinstate employees while retaining their statistics and skill set information, which is invaluable when dealing with seasonal employees. Additionally, the product automatically determines seniority based on date and time of hire.
Read the review in its entirety in the April issue of Customer Interaction Solutions or visit www.tmcnet.com.
About Vantage Point
Pipkins' Vantage Point workforce management software forecasts workload and schedules staff in single or multi-site call centers using a proprietary optimization algorithm, advanced skill-based modeling, and exclusive historical trend analysis that fine-tunes call volume forecasts for special events such as mail drops.
Optional modules are available for Web-based agent access, Web-based time and attendance, and IVR scheduling support as well as real-time adherence monitoring and pop-up agent notification of intra-day schedule adjustments and now schedule non-adherence. Vantage Point is also available through WorkforceScheduling.com, Pipkins' Web-based subscription service.
Vantage Point integrates with leading ACDs, e-mail response systems and other multimedia queuing devices for data collection across multiple sites and time zones. It also provides a full complement of default and custom reports, with an open system design that allows managers to access call center data using any third party SQL reporting package.
About Pipkins Inc.
Pipkins Inc. (PIPKINS), founded in 1984, is the leading supplier of workforce management software and services to the call center industry. PIPKINS' systems forecast and schedule more than 100,000 agents in over 300 locations across all industries worldwide. The company is headquartered in St. Louis, Missouri. For more information, visit www.pipkins.com.