Formerly Teleopti, Calabrio WFM may be used for call centers, back offices, branches and stores. It integrates with ZOOM International's ZOOM Quality Management (QM) Suite for a total call center optimization solution.
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Vantage Point
Score 1.0 out of 10
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Vantage Point is a call center workforce management application from Pipkins in Chesterfield, Missouri.
Calabrio Teleopti WFM must be implemented urgently if there is an organizational problem, time is a primary factor if you want to achieve business success, scheduling meetings and knowing in detail what is the availability of all workers is a job that this product can do without any problem. the operational problem, this product evaluates with supplied data what is the availability of each worker, organizes everything effectively, customer service is also optimal because you can manage the staff and request the comparison of new workers according to the requirements of the entire equipment.
It's great if you have a small contact center and are very comfortable with Vantage Point's coding, and you don't use Macs. Outside of that it can be a pretty tough platform to use. If you are running a large contact center or anything that will change much, I wouldn't recommend Vantage Point
We didn't have a clear operating agreement, and whenever we would call or email them they would tell us they were working on something, then we wouldn't hear back. We could have solved the problems ourselves if we had known we needed to - poor communication
We use this software on a regular basis and consistently meet expectations based on the results obtained through the application. I can easily monitor my team members' performance. Overall, this application increases productivity in our company's call center platform. We only have a small number of users. Employees can use mobile devices, tablets, the web, MS Teams, or Slack to record their arrival and departure times. Creates powerful reports and automated timetables for each employee or workgroup.
We picked Vantage Point based on functionality and price. We wanted something that was purely wfm and not anything else. Vantage Point has an a la carte solution and is very economical. In some ways, the failure of Vantage Point for our application wasn't Vantage Point's fault. We didn't dedicate as many resources as needed. That said, we didn't feel we got any support from their team
