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Buyer's Guide Directory
Workforce Management Software
 Bay Bridge
Bay Bridge is the provider of CenterBridge™, the world’s first long-term strategic planning system for contact centers. CenterBridge’s patented discrete-event simulation technology helps optimally answer core business questions, like:
• When should we optimally hire?
• What is the call volume forecast?
• What is this year’s budget?
• If handle times increase what will happen to service levels?
• What is the variance between plan and actual performance?
CenterBridge complements workforce management systems by greatly improving medium- to long-term planning, a step that, when missing, can cause significant service failures. CenterBridge’s features save you time and money:
Standard Features
• Forecasting: Whether you are forecasting handle times, call volumes, employee attrition, or other important planning metrics, CenterBridge’s robust forecasting engine enables automatic and accurate forecasting by center, staff group, or contact type.
• Hiring and Overtime Modules: CenterBridge includes hiring and overtime optimizers that produce “just-in-time” staffing. CenterBridge utilizes Advanced Statistical Methodologies.
• Sensitivity and Trend Analysis: CenterBridge automatically draws trade-off analysis, and trend analysis.
• Variance Analysis and Reporting: CenterBridge automatically draws the differences between what happened operationally and financially in your center network and what was expected.
Advanced Features
• Multi-Skill: CenterBridge’s multi-skill module allows planning for environments with complex call routing rules.
• eComm: CenterBridge can plan for centers that utilize instant messaging and chat contact types.
• Back Office: CenterBridge’s back office module provides optimal plans for complex queued work types.
Pipkins, Inc.
 Pipkins, Inc. has been at the forefront of Workforce Management Systems development since 1983. Headquartered in St. Louis, Missouri, Pipkins provides modern commercial call centers with advanced sophisticated forecasting and scheduling technology.
Pipkins’ Vantage Point workforce management solution forecasts workload and schedules staff for single or multi-site call centers using a proprietary optimization algorithm, advanced skill-based modeling, and exclusive historical trend analysis that fine-tunes forecasts for special events such as direct mail drops or seasonal promotions. The program integrates with leading ACDs, e-mail response systems and other multimedia queuing devices for data collection across multiple sites and time zones. It also provides a full complement of default and custom reports, with an open system design that allows managers to access call center data using any third party SQL reporting package. Optional modules are available for real-time adherence monitoring, Web-based agent access, Web-based time and attendance, and now pop-up agent notification of intra-day schedule adjustments. Pipkins’ Agent Notification Module for its Vantage Point workforce management software expedites intra-day schedule adjustments by enabling call center supervisors to send pop-up messages to agents' computer screens. Messages can alert agents to schedule changes and incorporate each agent's new schedule within the pop-up window; or send overtime requests and allow agents to respond with a click. This upgraded feature can send a message to the staff for the activities you want to monitor when the agent is out of adherence more than number of the tolerance minutes you specify. All Vantage Point functions are also available through the WorkforceScheduling.com online subscription service.
To Contact Pipkins:
Toll Free (within US) 1-800-469-6106
www.pipkins.com
info@pipkins.com
sales@pipkins.com
IEX - www.nice.com
GMT Corporation - www.gmt.com
Inova Solutions - www.inovasolutions.com
ISC - www.isc.com
Jacada - www.jacada.com
Invision Software - www.invisionwfm.com
Monet Software - www.monetsoftware.com
Spanlink - www.spanlink.com
ISC Consultants - www.isc.com
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