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Average Ratings 0 Ratings

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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

Leapfrog your competition with AI-powered software built for the future. Engage and manage the teams in your contact center, branch office and back office. Humans and bots are handling complex requests across multiple channels and locations. Workforce Engagement allows you to: Balance employee flexibility with optimal staffing levels Measure and improve the quality of interactions Get rich insights into conversations across all engagement channels AI-powered real-time assistance for optimal outcomes Verint Workforce Engagement, a Customer Engagement Platform, is built on AI and automation. It provides best-of-breed capabilities to manage and analyze customer engagements, as well as improve them. Platform that spans across all customer engagement use-cases, not just the contact center. It is built on open architecture.

API Access

Has API Yes 

API Access

Has API No 

Screenshots View All

Screenshots View All

Integrations

8x8 Contact Center Yes 
Avaya Experience Platform Yes 
Five9 Yes 
Salesforce Yes 
Zendesk Yes 
3CLogic No 
ADP Workforce Now Yes 
Amazon API Gateway Yes 
Amazon Connect No 
Aspect Yes 
Evolve IP No 
Genesys Cloud CX No 
Kaleris Yes 
MiContact Center Business No 
NiCE CXone Mpower No 
Paylocity Yes 
RingCentral RingCX Yes 
Sapling AI Writing Assistant No 
UJET No 
Vonage Business No 

Integrations

8x8 Contact Center Yes 
Avaya Experience Platform Yes 
Five9 Yes 
Salesforce Yes 
Zendesk Yes 
3CLogic Yes 
ADP Workforce Now No 
Amazon API Gateway No 
Amazon Connect Yes 
Aspect No 
Evolve IP Yes 
Genesys Cloud CX Yes 
Kaleris No 
MiContact Center Business Yes 
NiCE CXone Mpower Yes 
Paylocity No 
RingCentral RingCX No 
Sapling AI Writing Assistant Yes 
UJET Yes 
Vonage Business Yes 

Pricing Details

No price information available.
Free Trial No 
Free Version No 

Pricing Details

No price information available.
Free Trial Yes 
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 No 

Types of Training

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

Types of Training

Training Docs No 
Webinars No 
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

Verint

Founded

1994

Country

United States

Website

www.verint.com/workforce-engagement/

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

Call Center

Blended Call Center No 
Call Logging Yes 
Call Recording Yes 
Call Scripting No 
Campaign Management No 
Database No 
Escalation Management No 
IVR / Voice Recognition No 
Inbound Call Center Yes 
Manual Dialer No 
Outbound Call Center Yes 
Predictive Dialer No 
Progressive Dialer No 
Queue Management No 
Real-time Chat Yes 
Reporting/Analytics Yes 

Call Recording

Archiving No 
Call Sharing No 
Distributed Call Recording No 
Event Triggered Recording No 
File Transfer No 
Instant Retrieval No 
On-Demand Recording No 
Recording Bookmarking No 
Scheduled Recording No 
Screen Activity Recording No 
Video Call Recording No 

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 

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