Vantage Point is a call center workforce management application from Pipkins in Chesterfield, Missouri.
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Verint Workforce Management Professional
Score 7.5 out of 10
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Verint Monet workforce management software is a unified cloud contact center optimization solution that includes workforce management, quality management, performance management and analytics. With it, contact centers & help desks can optimize all aspects of their workforce with one solution, resulting in better utilization of resources, better cost management and improved service levels.
Verint acquired Monet in late 2018.
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
For scheduling and staffing purposes. Plotting advance leaves is giving us an overview of our staffing. It's suitable for real-time management as well as it's auto-updating every time our agents change their status. A better view of each and every agent's adherence. I love how it's helping me with my daily scheduling.
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
It's hard to report using their new platform. They ask lots of requirements that I think they can replicate. Or better yet, have a call with their customers to get the ticket resolved quicker
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
Verint Monet is user-friendly and so easy to understand even for first-time users. It can be fully maximized not just by admin, but also by agents. Reporting and analytics have been made simple and easy to create an analysis with. It's not complicated to use Verint Monet at all! So far, it exceeds our expectations.
