Vantage PointPipkins
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Zoom Workforce Engagement ManagementZoom Communications
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Related Products
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About
Vantage Point is Pipkins’ premier enterprise workforce management (EWM) product, featuring comprehensive scheduling, forecasting, and planning functionality for complete enterprise-wide, front office, back office, multi-site, contact center workforce management (WFM) and performance management. At Pipkins, we understand that details matter with every contact. Vantage Point uniquely handles every contact that comes into organizations, including calls, chat, text message, e-mail, and back office work items. Pipkins utilizes our own state-of-the-art algorithms developed by founder, Dr. James Pipkins. The use of these algorithms makes Vantage Point simply the most accurate forecasting product on the market, enabling companies to solve complex operational issues in today's multi-faceted omni-channel workforce management environments. Vantage Point gives organizations a proven WFM solution with the ability to automate processes and reduce costs.
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About
Zoom Workforce Engagement Management (WEM) combines Zoom Workforce Management and Zoom Quality Management for contact center operations. Workforce Management forecasts contact volumes across voice, video, messaging, and email, then helps planners build and adjust agent schedules, monitor adherence, and manage intraday staffing. Agents can view schedules and submit time-off or shift requests; supervisors can review staffing and schedule activity. Quality Management uses AI-assisted evaluations and scorecards to assess customer interactions, with speech and text analytics to help identify coaching opportunities and service trends. The cloud-based suite is for customer experience and contact center leaders, workforce planners, quality managers, supervisors, and agents coordinating staffing, interaction reviews, and coaching. Zoom WEM integrates with Zoom Contact Center and is included with the Zoom Contact Center Elite plan.
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Platforms Supported
Windows
Supported
Mac
Not Supported
Linux
Not Supported
Cloud
Supported
On-Premises
Supported
iPhone
Not Supported
iPad
Not Supported
Android
Not Supported
Chromebook
Not Supported
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Platforms Supported
Windows
Supported
Mac
Supported
Linux
Supported
Cloud
Supported
On-Premises
Not Supported
iPhone
Not Supported
iPad
Not Supported
Android
Not Supported
Chromebook
Not Supported
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Audience
Contact centers
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Audience
Contact center and customer experience leaders, workforce planners, quality managers, supervisors, and agents responsible for staffing, schedules, adherence, interaction review, and coaching.
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Support
Phone Support
Supported
24/7 Live Support
Not Supported
Online
Not Supported
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Support
Phone Support
Not Supported
24/7 Live Support
Not Supported
Online
Supported
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API
Offers API
Supported
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API
Offers API
Supported
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Screenshots and Videos |
Screenshots and Videos |
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Pricing
No information available.
Free Version
Not Supported
Free Trial
Not Supported
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Pricing
$149/user/month
Workforce Engagement Management is included in Zoom Contact Center Elite, priced at $149 per user per month with annual billing or $179 per user per month with monthly billing.
Free Version
Not Supported
Free Trial
Not Supported
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Reviews/
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Reviews/
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Training
Documentation
Supported
Webinars
Not Supported
Live Online
Not Supported
In Person
Supported
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Training
Documentation
Supported
Webinars
Not Supported
Live Online
Not Supported
In Person
Not Supported
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Company InformationPipkins
Founded: 1983
United States
www.pipkins.com
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Company InformationZoom Communications
Founded: 2011
United States
www.zoom.com/en/products/workforce-engagement-management/
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Alternatives |
Alternatives |
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Categories |
Categories |
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Workforce Optimization (WFO) Features
eLearning
Not Supported
Interaction Analytics
Not Supported
Liability Recording
Not Supported
Performance Management
Supported
Quality Management
Not Supported
Real-time Guidance
Supported
Reporting
Supported
Speech Analytics
Not Supported
Surveying
Not Supported
Workforce Management
Supported
Employee Scheduling Features
Appointment Management
Not Supported
Automated Scheduling
Supported
Calendar Management
Not Supported
Employee Database
Not Supported
Group Scheduling
Supported
Messaging
Not Supported
Mobile Access
Not Supported
Payroll Management
Not Supported
Reporting/Analytics
Supported
Resource Management
Not Supported
Schedule Distribution
Supported
Scheduling
Supported
Shift Scheduling
Supported
Shift Swapping
Supported
Time Clock
Supported
Time Tracking
Supported
Vacation / Leave Tracking
Supported
Workforce Management Features
Budgeting & Forecasting
Supported
Contractor Management
Not Supported
Employee Lifecycle Management
Supported
Labor Projection
Not Supported
Performance Appraisal
Supported
Recruiting Management
Supported
Scheduling
Supported
Skills Tracking
Supported
Time & Attendance
Supported
Variable Workforce
Supported
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Integrations
Zendesk
Supported
8x8 Contact Center
Supported
ADP Workforce Now
Supported
Amazon API Gateway
Supported
Aspect
Supported
Avaya Experience Platform
Supported
Cisco CX Cloud
Supported
Five9
Supported
Kaleris
Supported
Paylocity
Supported
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Integrations
Zendesk
Supported
8x8 Contact Center
Not Supported
ADP Workforce Now
Not Supported
Amazon API Gateway
Not Supported
Aspect
Not Supported
Avaya Experience Platform
Not Supported
Cisco CX Cloud
Not Supported
Five9
Not Supported
Kaleris
Not Supported
Paylocity
Not Supported
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