Navigation Patterns Will Help Guide Training, Allow Scheduling To Reflect Desktop Activities
ST. LOUIS, MO (April 16th, 2003) – Pipkins Inc. announced today that it is now offering the Iontas Agent Focus application as an add-on to its Vantage Point workforce management software for call centers, making it possible for Pipkins customers to capture detailed information on agents’ screen-by-screen navigation through Vantage Point and all other computer applications on their PCs.
The resulting data can be used to help improve agent training, enforce policy adherence, and accurately allocate time for non-phone-based activities such as email by measuring how much time is actually spent on each particular task. In this way, Iontas’ technology will enhance Vantage Point’s ability to generate agent schedules that precisely match the workflow in the call center.
Iontas’ technology will be used to provide Pipkins customers with an in-depth analysis of agents’ software use, ranging from workflow patterns in individual applications to length of time spent on each screen or module. The analysis will cover all programs used, including Vantage Point, email, Internet chat, database work, back-office processing and CRM systems.
The benefits achieved by gathering this data will complement the broad feature set of Pipkins’ Vantage Point software, which provides comprehensive scheduling, forecasting, and planning functionality for enterprise-wide multi-site call center workforce management.
“Call center agents have to deal with non-phone-based activities such as email, database work and back-office operations, so monitoring and analyzing phone usage does not give a complete picture of agents’ workload,” said Joe Stockton, Iontas Chief Executive Officer. “Our Agent Focus application adds a whole new dimension to workforce management by showing precisely where and how agents are using their time.”
“The Iontas technology provides added granularity and visibility to distinct, measurable activities often lumped into a catch-all category called after call work,” said Bob Webb, VP Sales and Marketing at Pipkins. “The result is total agent planning and performance reporting for our clients, a new level of scheduling accuracy, the ability to compare the productivity of agents and teams, and much more.”
Pipkins Inc. (PIPKINS), founded in 1984, is the leading supplier of workforce management software and services to the call center industry. Its Vantage Point product enables managers to solve the complicated operational issues in today’s multi-faceted call center environment. 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.
About Iontas Ltd.
Iontas Limited is an innovative provider of people and enterprise resource management software solutions for today’s technology-driven age. Through its comprehensive development program and partner alliances, Iontas delivers a suite of integrated management tools that allow organizations to understand the interaction of their employees with their IT assets. Based in Donegal, Ireland with U.S. headquarters in Austin, Texas, Iontas management products have been widely adopted by leading clients including British Telecom Ignite, Conduit Europe and Stream International. For more information on Iontas, visit www.iontas.com.