Doesn't work on Macs, poor support and programming is cumbersome
October 29, 2019
Doesn't work on Macs, poor support and programming is cumbersome
Score 2 out of 10
Vetted Review
Verified User
Overall Satisfaction with Vantage Point
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.
- Not much impact.
- Learned we needed to dedicate a full FTE to just program/manage Vantage Point.
- We eventually built our own scheduling tool since it was not intuitive.
We picked Vantage Point based on functionality and price. We wanted something that was purely wfm and not anything else. Vantage Point has an a la carte solution and is very economical. In some ways, the failure of Vantage Point for our application wasn't Vantage Point's fault. We didn't dedicate as many resources as needed. That said, we didn't feel we got any support from their team
Do you think Vantage Point delivers good value for the price?
No
Are you happy with Vantage Point's feature set?
Yes
Did Vantage Point live up to sales and marketing promises?
No
Did implementation of Vantage Point go as expected?
Yes
Would you buy Vantage Point again?
No