ST. LOUIS, MO (December 15, 2008) – Pipkins, Inc. ends 2008 with several important upgrades to their Vantage Point suite of workforce management software. Pipkins released Vantage Point Real-Time Agent Adherence Global, a graphical adherence monitoring system that reduces the time and expense required to track schedule compliance for multi-site contact centers. RTA Global centralizes the monitoring process by displaying adherence levels for each center on a single color-coded map and allowing point-and-click drill down to individual sites, enabling system wide overview by a single analyst.
This new add-on to Pipkins’ Vantage Point workforce management software can be used to track multiple in-house contact centers as well as monitor the performance of outsourced call centers. It builds on RTA PLUS, the industry-first graphical adherence control panel that Pipkins introduced for single-site contact centers last year.
RTA Global allows adherence violations at any contact center in the network to be instantly spotted and investigated with a click from a map that portrays each center’s location and its compliance levels graphically instead of through text-heavy reports.
These tools reduce overhead for multi-site contact center operations by enabling a single, centrally located analyst to oversee adherence monitoring for all sites. The designated analyst can monitor all contact center facilities from a single screen and alert local centers to compliance problems, eliminating the need for local monitoring as well as freeing local center supervisors to focus on other activities.
RTA Global complements RTA PLUS for single-site contact centers. In addition to providing graphical monitoring of agent adherence via color-coded avatars arranged in the same seating pattern as the agents themselves, RTA PLUS allows supervisors to modify schedules as well as generate reports from the adherence monitoring screen with a click. Supervisors can log changes such as sick days or early releases, view agent schedules, send popup and email messages, and produce reports without switching screens.
In addition to RTA Global, Pipkins has developed a new interface with Blackberry, which enables users equipped with Blackberry’s to check agent status at a glance and modify agent schedules with a click while in meetings or off-site, allowing adherence violations to be quickly detected and corrected even from hundreds of miles away.
Pipkins’ Blackberry-based remote access feature is one of the contact center industry’s first handheld real-time adherence monitoring solutions, and represents another enhancement to Pipkins’ agent adherence platform. Supervisors now have three choices for remote agent monitoring: they can use their PCs when possible and their iPhones and Blackberry’s when their PCs are not available. This adds another powerful new tool to keep contact centers running smoothly. The PLUS edition, iPhone and Blackberry support are available immediately.
About Pipkins Inc.:
Pipkins Inc., founded in 1983, is the leading supplier of workforce management software and services to the call center industry. Its Vantage Point product enables managers to solve the complicated operational issues in today’s multi-faceted call center environment. 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.