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Average Ratings 0 Ratings

Total
ease
features
design
support

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Write a Review

Description

Vantage Point, Pipkins' top enterprise workforce management product (EWM), features comprehensive scheduling, forecasting and planning functionality for enterprise-wide, multi-site, contact centre workforce management (WFM), and performance management. Pipkins understands that every contact is important to us. Vantage Point handles all contact that comes into organizations. This includes calls, chats, text messages, e-mails, and back office work items. Pipkins uses our state-of the-art algorithms, which were developed by Dr. James Pipkins. Vantage Point is the most accurate forecasting software on the market. This allows companies to solve complex operational problems in today's multi-faceted, multi-channel workforce management environment. Vantage Point provides organizations with a proven WFM solution that can automate processes and reduce costs.

Description

Cisco Webex Workforce Optimization offers a comprehensive suite of tools designed for managing team performance, thereby improving our Unified Contact Center Express and Webex Contact Center solutions. For supervisors to provide efficient, customer-centric service, they require access to essential data and tools that enable them to oversee team performance and foster outstanding customer interactions. By implementing scalable solutions for voice and screen call recording, along with quality evaluation methods, organizations can boost first call resolution rates and enhance overall team productivity. This solution alleviates the burden of scheduling from managers, allowing them to prioritize strategic enhancements and engage in real-time feedback processes. Additionally, by utilizing insights derived from speech and desktop action analysis, organizations can refine customer experiences while driving revenue growth. Importantly, Webex Workforce Optimization seamlessly integrates with Cisco Unified Contact Center Express and Webex Contact Center solutions, thereby enhancing the supervisor experience and contributing to the establishment of a world-class contact center. This integration ultimately paves the way for a more efficient operation where both customer satisfaction and team performance are prioritized.

API Access

Has API Yes 

API Access

Has API No 

Screenshots View All

Screenshots View All

Integrations

8x8 Contact Center Yes 
ADP Workforce Now Yes 
Amazon API Gateway Yes 
Aspect Yes 
Avaya Experience Platform Yes 
Cisco CX Cloud Yes 
Cisco Unified Contact Center No 
Five9 Yes 
Kaleris Yes 
Paylocity Yes 
RingCentral RingCX Yes 
Salesforce Yes 
Webex Contact Center No 
Zendesk Yes 

Integrations

8x8 Contact Center No 
ADP Workforce Now No 
Amazon API Gateway No 
Aspect No 
Avaya Experience Platform No 
Cisco CX Cloud No 
Cisco Unified Contact Center Yes 
Five9 No 
Kaleris No 
Paylocity No 
RingCentral RingCX No 
Salesforce No 
Webex Contact Center Yes 
Zendesk No 

Pricing Details

No price information available.
Free Trial No 
Free Version No 

Pricing Details

No price information available.
Free Trial No 
Free Version No 

Deployment

Web-Based Yes 
On-Premises Yes 
iPhone App No 
iPad App No 
Android App No 
Windows Yes 
Mac No 
Linux No 
Chromebook No 

Deployment

Web-Based Yes 
On-Premises No 
iPhone App No 
iPad App No 
Android App No 
Windows No 
Mac No 
Linux No 
Chromebook No 

Customer Support

Business Hours Yes 
Live Rep (24/7) No 
Online Support No 

Customer Support

Business Hours Yes 
Live Rep (24/7) No 
Online Support Yes 

Types of Training

Training Docs Yes 
Webinars No 
Live Training (Online) No 
In Person Yes 

Types of Training

Training Docs Yes 
Webinars Yes 
Live Training (Online) Yes 
In Person Yes 

Vendor Details

Company Name

Pipkins

Founded

1983

Country

United States

Website

www.pipkins.com

Vendor Details

Company Name

Cisco

Founded

1984

Country

United States

Website

www.webex.com/us/en/products/workforce-optimization.html

Product Features

Employee Scheduling

Appointment Management No 
Automated Scheduling Yes 
Calendar Management No 
Employee Database No 
Group Scheduling Yes 
Messaging No 
Mobile Access No 
Payroll Management No 
Reporting/Analytics Yes 
Resource Management No 
Schedule Distribution Yes 
Scheduling Yes 
Shift Scheduling Yes 
Shift Swapping Yes 
Time Clock Yes 
Time Tracking Yes 
Vacation / Leave Tracking Yes 

Workforce Management

Budgeting & Forecasting Yes 
Contractor Management No 
Employee Lifecycle Management Yes 
Labor Projection No 
Performance Appraisal Yes 
Recruiting Management Yes 
Scheduling Yes 
Skills Tracking Yes 
Time & Attendance Yes 
Variable Workforce Yes 

Workforce Optimization (WFO)

Interaction Analytics No 
Liability Recording No 
Performance Management Yes 
Quality Management No 
Real-time Guidance Yes 
Reporting Yes 
Speech Analytics No 
Surveying No 
Workforce Management Yes 
eLearning No 

Product Features

Workforce Optimization (WFO)

Interaction Analytics No 
Liability Recording No 
Performance Management No 
Quality Management No 
Real-time Guidance No 
Reporting No 
Speech Analytics No 
Surveying No 
Workforce Management No 
eLearning No 

Alternatives

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