Call Center Scheduling Feature Article
September 05, 2012
Pipkins and Cicero Intro Scheduling Solution to Contact Centers and the Back Office
By Amanda Ciccatelli, TMCnet Web Editor
This month, Cicero Inc., a provider of Customer Experience Management (CEM) and integration technologies, and Pipkins (News - Alert), Inc., a supplier of workforce management and call center scheduling software, are deploying Vantage Point (News - Alert) with Cicero's desktop analytics technology to customers.
The addition of Cicero's desktop analytics extends Vantage Point's data collection capabilities at the employee desktop to identify operational issues in contact centers and the back office. Specifically, the solution enhances Vantage Point's forecasting, scheduling, and planning functionality for enterprise workforce management allowing the automation of processes and reduction of costs.
"The ability to collect more data about how work happens at the end-user desktop using Cicero greatly enhances our ability to provide strategic workforce management data to our customers," said Bob Webb, Pipkins vice president of North American sales, in a statement.
Pipkins’ Vantage Point product helps managers solve the operational issues in multi-faceted call center environments. In 2002, Pipkins introduced WorkforceScheduling.com as a subscription-based alternative for users wanting the complement of enterprise features of its Vantage Point software on a hosted platform.
Cicero XM technology delivers this capability via a combination of desktop integration, automation, presentation, and analytics capabilities, built to transform customer interaction into the marketing and branding asset a company can own. Cicero eases of configuration and change control eliminating up to 90 percent of the change control costs and time, delivering actionable intelligence through a combination of telephony and interaction data, as well as delivering benefits with an ROI in under six months.
"Desktop analytics, the ability to capture and collect data about processes and applications at the desktop, is becoming a critical component of managing contact center and back office operations. Using desktop analytics to identify process bottlenecks and issues related to applications, we are improving user productivity and the bottom line," said Tom Aiello, senior VP of Worldwide Sales at Cicero. "Pipkins is at the forefront of delivering a workforce management solution that incorporates Cicero's desktop analytics capabilities to better manage a company's workforce and gain a competitive edge."
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Edited by Rachel Ramsey