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Workforce Management (WFM) |
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We provide basic scheduling and entry-level staffing tools as part of our offering. For larger users, we partner with Pipkin's, Inc. Pipkin's has been providing Enterprise Workforce Management Solutions (WFM) since 1983. A leading supplier of Workforce Management Solutions for enterprises and commercial call centers, they provide sophisticated forecasting and scheduling technology. Perhaps the most important differentiator for Pipkin's is that they are only vendor that provides a single server database and architecture platform for workforce and performance management solutions for both the front and back office.
Vantage Point ™, their premier product, uses a fully ODBC compliant Oracle database. Data can be interfaced with and can import from and export files to other systems. This means, for example, your data can interface with payroll and human resources software, computer telephony integration software, voice recording, predictive dialing systems and advanced call center software, such as telephony and business performance metrics. This includes Interactive Voice Response scheduling and CTI (Computer-Telephony Integration).
Smartphone support is now offered exclusively for Pipkins Vantage Point Web Access module. This enhancement enables users equipped with SmartPhones to check agent status at a glance, modify schedules with a click while in meetings or off-site, send messages and notifications and view reports from hundreds of miles away
At the office, or on the road, Pipkins can provide answers to the most complex call center scheduling and forecasting problems. |
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