Vantage Point enhanced with new advanced email, reporting, automation and security functionality
ST. LOUIS, MO (Feb 1, 2002) – Pipkins is pleased to announce the release the following new functionality in their award winning Maxima Advantage Vantage Point software. Significant enhancements and new functionality have been added to improve security, ease of use, and automation of routine tasks.
- E-Mail integration
- Automated Data Exports
- WYSIWYG (What you see is what you get) Report Distribution
- Budgeting Vantage Point
- Data-Level Security and Filtering
- Agent Productivity Reporting
For complete details on the above features: new features.
About Maxima Advantage
Maxima Advantage is a sophisticated workforce management solution for determining expected call center workload and allocating the resources needed to complete the work. The cornerstone of the system is the forecasting module, which is powered by Pipkins’ proprietary Merlang® optimization algorithm. Merlang, a modified version of the popular Erlang algorithm, takes into account both busies and abandoned calls, thus negating the overstaffing bias inherent in the Erlang algorithm.
The system calculates staffing requirements based on the forecasted call volumes, handling times, and user-defined service levels such as tolerance for percentage of calls abandoned, percentage of busies, and mean time to answer. A flexible, rules-driven scheduler provides the optimal lowest-cost schedule based on factors such as hours of availability, agent preferences, skill groups, and other user-defined parameters. The system includes a full complement of reports designed for all levels of management as well as the ability to create your own custom reports. Available Options include Real-Time Adherence, Internet Portal (WAVE – Web Agent Viewing and Empowerment), Multi-media Portals, Wireless Client.
About Pipkins Inc.
Pipkins, Inc. (PIPKINS), founded in 1984, is the leading supplier of workforce management software and services to the call center industry. Its Maxima Advantage product enables managers to solve the complicated operational issues in today’s multi-faceted call center environment. It offers a rich and robust feature set, as well as an open design that allows for the complete integration of emerging CRM technology. 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.