THE FIRST WORKFORCE MANAGEMENT SYSTEM ENGINEERED TO SUPPORT INDUSTRY OPEN STANDARDS:

From its Oracle® database to the Windows Server® operating system, Pipkins' Vantage Point™ provides seamless integration into your corporate MIS environment. Oracle's open SQL interface allows you to create any custom report imaginable from your existing SQL report package. We even bundle a copy of Crystal Reports Professional with each Vantage Point system.

MERLANG® (MODERNIZED ERLANG) EQUATIONS:

These technologically innovative but user-friendly algorithms improve upon traditional Erlang-C by eliminating Erlang's false assumptions that queues are infinitely long, that callers never abandon the queue, and that call center agents only handle one type of call at a time. Results are more accurate than those produced by Erlang-C (which tends to overstaff) due to modeling the effect of busies and abandons on the call volume, as well as the sophisticated modeling of your skill-based environment.

MERLANG®-M (MULTI-QUEUE) EQUATIONS:

Using skill groups? Vantage Point is the only system in the industry that can directly calculate your optimal staffing levels for your agent skill groups. The Merlang-M algorithm allows multiple queues to be associated with a single serving team, as well as a single queue to be associated with multiple serving teams. This eliminates the need for the costly, post-schedule, simulations used by competitors.

SUM OF SQUARES ALGORITHM:

Our full-featured scheduler frees office management from the multiple steps of the traditional scheduling process by allowing the manager to create a set of flexible rules for both full and part-time employees. This innovative algorithm insures that your schedules reflect the best low-cost solution for your center to insure that your agents are there when you need them. Competitors use a "net-to-zero" calculation (directly comparing scheduled hours to forecasted hours) which can't distinguish between schedules that provide good and bad service.

SKILL-SET SCHEDULING:

The only system able to generate blended scheduling. Our competitors must generate a series of single requirement schedules which must be blended together manually.

CORRELATED FORECASTING:

Are your calls generated by promotional mailings, catalog drops, or other marketing events? Pipkins goes beyond the traditional forecasting methods used by competitors by providing you with a way to directly correlate your marketing activities with anticipated call loads.

MORE ACCURATE "NORMAL" FORECASTING:

Using Oracle as the relational database management system allows for the retention of any amount of historical data and the specific selection or exclusion of date(s). Included in the data stored is calls offered, average handling time, work volume, busies, etc. (for as far back as you want to go).

INDIVIDUAL GROWTH TRENDING FOR CALLS & HANDLING TIME:

This is extremely important if you have new agents or new products. Adding just 30 seconds to the handling time of each call will drive up the number of agents necessary to maintain your objectives.

TIME ZONE TRACKING:

In a multiple call center environment spanning multiple time zones schedules include the local time for that center for the convenience of both supervisors and agents.