Pipkins Vantage Point is an enterprise workforce management product for scheduling, forecasting, planning, and performance management. It serves enterprise, front-office, back-office, multi-site, and contact-center operations, covering calls, chat, text messages, email, and back-office work items. Forecasting uses regression analysis and Pipkins’ Merlang model, with staffing calculations available in intervals as short as five minutes. For scheduling, Vantage Point evaluates scenarios involving start and stop times, breaks, and lunches using a Sum of Squares algorithm across staffing intervals. Pipkins says the product provides more than 100 comparison statistics, change-management tools, and real-time agent metrics. The WebAccess module lets smartphone and tablet users view agent status, adjust schedules, send messages and notifications, and view reports in a browser. SwiftPik is available for iOS, while Pipkins says its Android version is coming soon. Integrations include ACDs, email-response systems, multimedia queuing devices, and third-party SQL reporting packages. Pricing is available on request.
Who it is for
Vantage Point suits larger organizations managing workforce schedules and forecasts across contact-center, front-office, back-office, or multi-site operations. Its web-based mobile access and broad channel coverage may suit teams coordinating work across agents and channels.
What is good
- Covers calls, chat, text, email, and back-office work
- Staffing calculations can use five-minute intervals
- Includes real-time agent metrics and comparison statistics
- WebAccess supports schedule changes from mobile browsers
What to know first
- Pricing requires contacting sales
- SwiftPik for Android is listed as coming soon
- Product maintenance contract is required for telephone support
Verdict
Vantage Point combines interval-based forecasting, schedule optimization, and agent reporting across multiple work channels. Organizations should contact Pipkins for pricing and assess whether its operational scope fits their needs.
Pipkins Vantage Point plans and pricing
All plansCompared on contact center workforce management software
- Volume forecasting
- Yes
- Forecast granularity
- interval
- Adherence tracking
- Yes
- Intraday management
- Yes
- Skills-based scheduling
- Yes
- Agent self-service
- Yes
- Deployment model
- hybrid
