+
+

Related Products

  • Vantage
    15,963 Ratings
    Visit Website
  • Dialpad Support
    1,607 Ratings
    Visit Website
  • Paylocity
    8,260 Ratings
    Visit Website
  • Resource Guru
    1,043 Ratings
    Visit Website
  • Connecteam
    10,756 Ratings
    Visit Website
  • Hubstaff
    3,996 Ratings
    Visit Website
  • Rippling
    21,048 Ratings
    Visit Website
  • Intermedia Unite
    1,634 Ratings
    Visit Website
  • Careerminds
    46 Ratings
    Visit Website
  • DeskTime
    954 Ratings
    Visit Website

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.

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.

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

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

Audience

Contact centers

Audience

Contact center and customer experience leaders, workforce planners, quality managers, supervisors, and agents responsible for staffing, schedules, adherence, interaction review, and coaching.

Support

Phone Support Supported
24/7 Live Support Not Supported
Online Not Supported

Support

Phone Support Not Supported
24/7 Live Support Not Supported
Online Supported

API

Offers API Supported

API

Offers API Supported

Screenshots and Videos

Screenshots and Videos

Pricing

No information available.
Free Version Not Supported
Free Trial Not Supported

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

Reviews/Ratings

Overall 0.0 / 5
ease 0.0 / 5
features 0.0 / 5
design 0.0 / 5
support 0.0 / 5

This software hasn't been reviewed yet. Be the first to provide a review:

Review this Software

Reviews/Ratings

Overall 0.0 / 5
ease 0.0 / 5
features 0.0 / 5
design 0.0 / 5
support 0.0 / 5

This software hasn't been reviewed yet. Be the first to provide a review:

Review this Software

Training

Documentation Supported
Webinars Not Supported
Live Online Not Supported
In Person Supported

Training

Documentation Supported
Webinars Not Supported
Live Online Not Supported
In Person Not Supported

Company Information

Pipkins
Founded: 1983
United States
www.pipkins.com

Company Information

Zoom Communications
Founded: 2011
United States
www.zoom.com/en/products/workforce-engagement-management/

Alternatives

Alternatives

Zoom Contact Center

Zoom Contact Center

Zoom Communications

Categories

Categories

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

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
RingCentral RingCX Supported
Salesforce Supported
ServiceNow Not Supported
Workday HCM Not Supported
Zoom Contact Center Not Supported

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
RingCentral RingCX Not Supported
Salesforce Not Supported
ServiceNow Supported
Workday HCM Supported
Zoom Contact Center Supported
Claim Vantage Point and update features and information
Claim Vantage Point and update features and information
Claim Zoom Workforce Engagement Management and update features and information
Claim Zoom Workforce Engagement Management and update features and information