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April 16, 2021
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
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.
October 29, 2019
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.
Vantage Point Scorecard Summary
What is Vantage Point?
Vantage Point is a call center workforce management application from Pipkins in Chesterfield, Missouri.
Categories: Call Center Workforce Optimization
Vantage Point Technical Details
| Operating Systems: | Unspecified |
|---|---|
| Mobile Application: | No |
Frequently Asked Questions
What is Vantage Point?
Vantage Point is a call center workforce management application from Pipkins in Chesterfield, Missouri.
What are Vantage Point's top competitors?
Genesys PureConnect, Calibre, and Verint Workforce Engagement (discontinued) are common alternatives for Vantage Point.
Who uses Vantage Point?
The most common users of Vantage Point are from Enterprises and the Building Materials industry.