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What is Vantage Point?

Vantage Point, the premier enterprise workforce management solution from Pipkins, offers an extensive array of scheduling, forecasting, and planning tools specifically designed for managing workforce across multiple sites and contact centers. Recognizing the significance of each interaction, Pipkins ensures that Vantage Point effectively manages all incoming communications, whether they be phone calls, chats, text messages, emails, or back office tasks. The sophisticated algorithms employed in Vantage Point, crafted by Dr. James Pipkins, contribute to its reputation as the most precise forecasting software available. This advanced technology empowers companies to tackle intricate operational challenges within today's diverse and multi-channel workforce management landscape. Furthermore, Vantage Point equips organizations with a reliable WFM solution that streamlines processes, enhances efficiency, and drives cost reductions, ultimately leading to improved overall performance in workforce management. Companies that adopt Vantage Point can expect to see significant improvements in their operational effectiveness and customer satisfaction.

What is Qfiniti?

OpenText™ Qfiniti is a multifaceted platform tailored for optimizing workforce performance, which centrally coordinates solutions for examining interactions across multiple channels, offering real-time assistance to agents, and improving the management of call center operations. The system adeptly provides timely and actionable insights into customer experiences, allowing organizations to better comprehend these interactions and elevate their service standards globally. It can be deployed either on-premises or through cloud services, ensuring seamless compatibility with a variety of contact center telephony systems and CcaaS providers like Amazon Connect, Twilio, RingCentral, and Genesys. Furthermore, Qfiniti includes comprehensive performance evaluation tools that pinpoint coaching opportunities for agents while enabling users to effortlessly create and modify assessments online, aided by user-friendly scoring and navigation options. By utilizing distinctive metrics such as agent performance rankings, skill sets, seniority levels, and availability, the platform facilitates effective scheduling and helps organizations accurately project staffing requirements, ensuring the optimal allocation of both single and multi-skilled agents. The adaptability in deployment and integration makes Qfiniti an essential solution for companies striving to improve their customer service operations, ultimately leading to enhanced overall satisfaction for both agents and customers.

Media

Media

Integrations Supported

RingCentral RingCX
8x8 Contact Center
ADP Workforce Now
Amazon API Gateway
Amazon Connect
Aspect
Avaya Experience Platform
Cisco CX Cloud
Five9
Genesys Cloud CX
Kaleris
Paylocity
Salesforce
Twilio
Zendesk

Integrations Supported

RingCentral RingCX
8x8 Contact Center
ADP Workforce Now
Amazon API Gateway
Amazon Connect
Aspect
Avaya Experience Platform
Cisco CX Cloud
Five9
Genesys Cloud CX
Kaleris
Paylocity
Salesforce
Twilio
Zendesk

API Availability

Has API

API Availability

Has API

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Company Facts

Organization Name

Pipkins

Date Founded

1983

Company Location

United States

Company Website

www.pipkins.com

Company Facts

Organization Name

OpenText CEM

Date Founded

1991

Company Location

Canada

Company Website

www.opentext.com/products-and-solutions/products/customer-experience-management/contact-center-workforce-optimization/opentext-qfiniti

Categories and Features

Employee Scheduling

Appointment Management
Automated Scheduling
Calendar Management
Employee Database
Group Scheduling
Messaging
Mobile Access
Payroll Management
Reporting/Analytics
Resource Management
Schedule Distribution
Scheduling
Shift Scheduling
Shift Swapping
Time Clock
Time Tracking
Vacation / Leave Tracking

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

Workforce Optimization (WFO)

Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning

Categories and Features

Call Center

Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

Workforce Optimization (WFO)

Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning

Popular Alternatives

Popular Alternatives

Qfiniti Reviews & Ratings

Qfiniti

OpenText CEM