Pipkins Rated Highest Among Workforce Management Vendors; Industry-First Real-Time Adherence Global View Named Workforce Management Product of the Year
ST. LOUIS, MO March 19 /PRNewswire/ — Pipkins, Inc. (http://www.Pipkins.com), a leading supplier of workforce management software and services to the call center industry, today announced that it has received outstanding recognition from two industry experts. Industry analyst DMG Consulting has named Pipkins a market leader in customer satisfaction, according to its newly published 2009 Contact Center Workforce Management Market Report. “Pipkins received a perfect score in all six categories of DMG Consulting’s customer satisfaction survey,” said Donna Fluss, president of DMG Consulting LLC. “Customers gave Pipkins highest ratings across the board for product/solution, implementation, service and support, training, professional services and overall customer satisfaction.”
Pipkins’ industry-first agent monitoring real-time adherence solution “RTA Global View” was listed in “2008 Product of the Year” awards from TMC’s Customer Interaction Solutions magazine. Pipkins’ Vantage Point Agent Real-Time Adherence Global is a graphical adherence monitoring system that reduces time and expense required to track schedule compliance for multi-site contact centers. RTA Global centralizes the monitoring process by displaying real-time adherence levels for each center on a single color-coded map and allowing point-and-click drill down to individual sites, enabling system wide oversight by a single analyst. It allows real-time adherence violations at any contact center in the network to be instantly spotted and investigated. By simply clicking on a map, each center’s location and its compliance levels are portrayed graphically instead of through text-heavy reports.
Additionally, Pipkins offers Smart Phone support, enabling users to check agent status at a glance, modify schedules with a click, send messages and notifications and view reports while in meetings or off-site. Supervisors can view schedules, log schedule changes and send popup and email messages with a click from the same grid without navigating to different screens. Pipkins’ Smart phone based remote access feature is exclusive to Pipkins and the contact center industry’s first handheld real-time adherence monitoring solution.
About Pipkins Inc.
Pipkins Inc., founded in 1983 and headquartered in St. Louis, Missouri, is the leading supplier of workforce management software to the call center industry. Its Vantage Point product enables managers to solve the complicated operational issues in multi-faceted call center environments. Pipkins’ systems forecast and schedule more than 300,000 agents in over 500 locations across all industries worldwide.
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