Vantage Point Reviews

3 Ratings
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Score 4.0 out of 101

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Reviews (1-2 of 2)

Luke Ferrel profile photo
Score 2 out of 10
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We started using Vantage Point because we wanted to optimize our contact center in a simple way. We used it only in contact centers, and not other departments. We wanted to use a cheaper WFM solution rather than going for a more premium option since our contact center is small. We had several goals that included optimizing staffing and understanding when we were going to have poor SLAs. It didn't accomplish these goals very well because of a few specific limitations.
  • Cheap - Vantage point is a very economic solution.
  • Strong WFM models - Modified Erlang is great.
  • Customer support/success - We didn't get any support from them after implementation.
  • Not Mac compatible - They said they had a way you could VPN in, but it didn't work.
  • The programming required is complex. It's not clear if this is meant as a DIY or if you should send things in to be programmed. We were told to send things in, but wouldn't hear back for extended periods of time.
It's great if you have a small contact center and are very comfortable with Vantage Point's coding, and you don't use Macs. Outside of that it can be a pretty tough platform to use. If you are running a large contact center or anything that will change much, I wouldn't recommend Vantage Point.
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Luke Ferrel profile photo
Score 4 out of 10
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We use vantage point to manage our inbound queue volume. It's a great solution. We can optimize schedules with the click of a button. It's helped us get rid of other software programs we previously used to log attendance. Now we can do it all in one space. Huge win.

The downside to Pipkins is how ugly it is. This won't win any awards for design. The interface looks like it was built in MS Access.

EDIT: We have now been using vantage point for several months. There are some areas that have not been up to par. The interface does not work well on Macs. The forecasting is very black box. We haven't yet found a way to adjust forecasts without manually exporting data. It has worked ok so far, but in the end I wish we had just built our own system
  • Queue by queue predictions
  • Visibility into availability
  • Projected responsiveness based on availability
  • Schedule optimization
  • It's really ugly. Looks like it was built in 1990 and the UI hasn't been updated since.
It's well suited when you have a lot of knowledge about what you want to accomplish, or if you have an unusual queueing system. It's very flexible software. It's not well suited if you want an easy out of the box system where you don't have to become the expert. They include 2 training seats in the price, and it's very reasonable, but you will have to dig in while in that training.
Read Luke Ferrel's full review

Vantage Point Scorecard Summary

About Vantage Point

Vantage Point is a call center workforce management application from Pipkins in Chesterfield, Missouri.

Vantage Point Technical Details

Operating Systems: Unspecified
Mobile Application:No