Vantage Point  Product Features

Pipkins Vantage Point is the world's first third-generation workforce management system. Whether you have 3000 agents or just 30, Pipkins' Vantage Point provides the scalability and advanced technology you need to manage your call center. Our sophisticated forecasting and scheduling algorithms and enterprise-wide database access make Vantage Point the only solution you'll need to run your call center. When you experience what Vantage Point can do for your company, you will understand why Pipkins has reached a new level in workforce management.

Using skill groups? Vantage Point is the only system in the industry that can directly calculate optimal staffing levels for your agent skill groups - our Merlang®-M equations eliminate the need for simulations! Are your calls generated by promotional mailings, catalog drops, or other marketing events? Vantage Point goes far beyond traditional forecasting methods, providing you with a way to directly correlate your marketing activities with anticipated call loads. Vantage Point features:

• ACD Data Collection
• Historical Data Validation and Management
• Calls Offered and Average Handling Time Forecasting
• Agent Requirements Forecasting with Merlang-M
• Service Delivery Forecasting
• Intraday Reforecasting
• Multimedia Support

Vantage Point's full featured scheduler provides flexible rules-driven scheduling for full and part-time employees. Our innovative sum-of-squares algorithm makes sure that your schedules reflect the best low-cost solution for your call center. Vantage Point includes:

• True Skill-Based Scheduling
• Optimal Scheduling Using Pipkins' Unique Sum-of-Squares Algorithm
• Back office and Offline Task Scheduling
• Daily Management and Operations Analysis
• Agent Adherence and Status Reporting

Vantage Point offers comprehensive time zone support, including daylight savings time. Whether you're working in a remote office, or just traveling, you can view ACD statistics and agent schedules in any desired time zone.

Vantage Point is the first workforce management system to be engineered to support industry open standards. From its Oracle database to the Windows Server operating system, Vantage Point provides seamless integration into your corporate MIS environment. Oracle's open SQL interface allows you to create any custom report imaginable using your existing SQL reporting package.

The Vantage Point client/server architecture is specifically designed to support scalability from a single-user workstation to a large multi-site configuration supporting several users. Compatibility with your corporate information architecture is assured by our use of popular standards:

• N-Tiered Client/Server Architecture
• TCP/IP Connectivity
• Dial-In Remote Access Using Windows Server RAS
• Multi-Site Multi-ACD Support
• Independent Application-Level Security

The decision to buy a call center system is a crucial one. WFM is more than an investment in equipment, companies want reliable service whenever they need it. At Pipkins, we have the depth of experience to tackle any technical area or challenge your company faces. Our commitment to providing solutions for your workforce management problems is part of the Pipkins service philosophy, and we take pride in delivering on our promise. We provide the kind of support you need - now and in the future.