Pipkins Benefits and Insights

Why use Pipkins?

Key differentiators & advantages of Pipkins

Unified Platform: Provides a single-server database and architectural platform for performance and workforce management.
Advanced Forecasting: Using various advanced equations techniques uniquely offered by Merlang, it improves upon older Erlang-C algorithms by removing assumptions that queues are enormously long. All calls can be answered by just one group agent, and callers never leave the queue. Ensures optimal distribution of agents within several skill groups.
Smarter Scheduling: Its advanced schedule optimization uses the “sum of squares” algorithm for merit analysis instead of simple "hours-net-to-zero." It easily distinguishes between schedules that deliver good service and bad service.
Policy Customizations: Policy Customizations, also known as Policies and Directives, offer a dynamic solution for allowing any major or minor adjustment to any particular part of the workforce process.
Mobile Access: Omnichannel routing helps both employees and managers view and update information easily on their phones.
Simple Pricing: No annual contract — customers only pay for what they use.

Industry Expertise

The vendor caters to more than 100,000 customers in over 300 locations worldwide across all industries.

Pipkins Reviews

Average customer reviews & user sentiment summary for Pipkins:

4 reviews

62%

of users would recommend this product

Key Features

Workforce Scheduling: Offers a low-cost, hosted, subscription-based solution for regulating the workforce for a customer call center. Allows "pay as you grow" with no long-term commitment or hardware to install.
Vantage Point: Every contact that comes into an organization is handled differently by Vantage Point, including calls, chat, text messages, email, and back-office work items. Leverages proprietary algorithms to deliver highly accurate forecasting, allowing firms to tackle operational difficulties in today's multi-faceted omnichannel labor-management environments. Helps businesses automate procedures and cut costs.
Call Center Edition: Purchase toll-free numbers and local numbers instantly. Record up to 100% of calls and determine how long calls should be stored before deletion. Auto-attendants offer dial-by-name, extension dialing and voicemail, as well as customizable recorded greetings and menus to direct callers to the right queue.
Team Management: Software used — IntelliView, IntelliSuite, IntelliTrack.
- IntelliView: Enhances real-time monitoring, mentoring and cooperation with workers with video and screen-sharing. Replaces phone interviews with video interviews for more effective recruiting.
- IntelliSuite: Compare staff productivity and performance across the organization. Fosters efficient communication with instant messaging.
- IntelliTrack: Monitor the complete workforce, including workers who work from home and offsite.
Automatic Call Distributor: Handles call distribution, call volume and calls of all kinds of complexity. Also improves workforce engagement by adding additional queues and redirecting to the right phone numbers quickly.
Mobile App: SwiftPik for iOS is an app-based solution designed for mobile devices that enables workforce management on the go.

Limitations

At the time of this review, these are the limitations according to user feedback:

Product support is not good, requiring constant follow-ups.
Poor interface quality.
Slow response from the customer service team.
Problems with end-user training.

Suite Support

The vendor offers numerous support resources, including case studies, HR glossaries, webinars and more.

Email: [email protected].

Phone: 314-469-6106, Monday through Friday from 2 a.m. to 7 p.m. CST. For after-hours support for critical issues only, 636-399-6907, Monday through Friday from 7 p.m. to 10 p.m. CST.

Training: The vendor provides a range of training content, including blogs, videos, and interactive articles. There are additional training resources for logged-in subscribers to access.

Tickets: No info available.

Pricing & Cost Details

Includes Price/User and Minimum Commitment Terms for Pipkins

Pipkins Reviews & Pricing

What is Pipkins?

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