Pipkins, Inc., a workforce management software and services supplier, is celebrating 26 years of consistently creating and delivering superior workforce management products for call centers of all sizes.
Founded in 1983, the company’s premier product, Vantage Point, is an accurate forecasting and scheduling tool that assists over 300,000 agents in over 500 locations in all industries worldwide.
The company maintains a balances portfolio with 13 industry-first applications.
In addition to celebrating the company’s 26 years of success, in March 2009, Pipkins (News - Alert) was the recipient of two awards. Industry analyst DMG Consulting named Pipkins a market leader in customer satisfaction in its 2009 Contact Center Workforce Management Market Report.
According to Donna Fluss, president of DMG, Pipkins received a perfect score in all six categories of DMG’s customer satisfaction survey.
“Customers gave Pipkins highest ratings across the board for product/solution, implementation, service and support, training, professional services and overall customer satisfaction,” said Fluss.
Additionally, Pipkins' solution “RTA Global View” was listed in the “2008 Product of the Year” awards from TMC's (News - Alert) Customer Interaction Solutions magazine.
The company’s Vantage Point is a graphical adherence monitoring system that reduces time and expense required to track schedule compliance for multi-site contact centers. Companies using the system can monitor process by displaying adherence levels for each center on a single color-coded map and allowing point-and-click drilldown to individual sites, enabling system wide oversight by a single analyst.
In other popular products, Pipkins offers Smartphone support, enabling users to check agent status at a glance, modify schedules with a click, send messages and notifications and view reports while in meetings or off-site.
With this system, managers and supervisors can view schedules, log schedule changes and send popup and email messages with a click from the same grid without navigating to different screens.
In June 2009, Pipkins joined forces with Contactual, an on-demand software provider for contact centers, to cross sell technology.
The partnership brought together workforce management and hosted contact center software to provide direct connections for call center managers looking to combine a trusted workforce management system with hosted contact center software.
No comments:
Post a Comment