The next generation of call center management solutions, Vantage Point, is here now! It operates on Windows 9x, and Windows NT/2000/2003 platforms. Vantage Point embodies a true client-server architecture, coupled with the power of an Oracle database. The system uses LAN-based data streams from ACDs whenever available, eliminating the need for troublesome dedicated connections. Vantage Point also offers an open system design that allows managers anywhere in the corporation to access call center data using any third party SQL reporting package.

The Pipkins Merlang forecasting algorithms have been augmented with a more powerful skill based modeling capability. For the first time, you can directly calculate an optimal mix of skills without resorting to costly trial and error simulations. Vantage Point supports isolation of call types arriving in a queue, and dynamic groupings of queues to accurately forecast different kinds of traffic. Correlated Forecasting allows you to associate forecasts directly to corporate marketing activities or other external events.

Vantage Point heralds an innovative approach to resource management that provides ease of use in flexible staff organizations, and the distribution of duties. It provides extensive metrics on agent performance, and monitors agent adherence in "real-time". Vantage Point has refined the ability to accurately forecast and optimally schedule any off-line activities at the call center.

A powerful Oracle database offers reporting capabilities that enable you to view any combination of call center statistics. Customized charts and graphs impart understanding of statistical comparisons at a glance.

Additional information:

• Switches from the following ACD manufacturers are supported.
• Vantage Point Hardware Specifications.
• Overview of the product features.
• Summary of the unique benefits and features Vantage Point offers.

Contact Pipkins for more information on this product.