WFM IS WHAT WE DO....CALL NOW! 800.469.6106 [email protected] pipkins.com WebAccess for Agents and...

www.pipkins.com | 800.469.6106 | [email protected]

Pipkins, The Accurate Workforce Management Solution.

Helping Make Your People More Effective.

Increased ROI.More Profit .

Technology That Sets Our WFM Tools Apart.

From your contact center to your back

office, our Workforce Management

tools help you keep all your teams

engaged and at peak efficiency.

Higher productivity and lower costs

mean more cash goes straight

to the bottom line by including our

back office metrics.

Pipkins’ solutions are state-of-the-art

featuring a single database, our

advanced proprietary algorithms and unrivaled flexibility and agility.

1 2 3

Forecasting, Scheduling, Real-Time Adherence, Vacation Planning & Much More

WFM ISWHAT WE DO.

Broadcasting/Cable TelevisionBusiness and Professional Services

Business Process OutsourcingDistributionEducation

Financial ServicesGovernmentHealthcare

Information ServicesInsurance

ManufacturingNonprofits

Nutrition/Food & BeveragePetroleum

Public UtilitiesPublishing

RetailStaffing

TelecommunicationsTelemarketing

Transportation/ShippingTravel/Hospitality

Warehousing/Storage

Industries Served

Vantage Point is Pipkins’ premier enterprise workforce management solution, featuring

comprehensive scheduling, forecasting, and planning functionality for complete

enterprise-wide, front office, back office, multi-site, contact center workforce management

and performance management.

With our exclusive, state-of-the-art forecasting and scheduling algorithms, Vantage Point

can help you solve complex operational issues in today’s multi-faceted omni-channel

contact center and back office environments, automate processes and reduce costs.

Vantage PointThe Accurate WFM Solution.

IncreasedProfit M

argins

Higher Customer

Satisfaction

Higher, More Consistent

Levels of Service

HigherTeam

Morale

Lower Stress

Team-w

ide


Vantage PointThe Accurate Workforce Management Solution.

To learn more about our powerful WFM tools, request a demo today!

Forecasting

Using true forecasting techniques, with our proprietary algorithms that include curve mapping and pattern recognition,

the Pipkins forecaster intelligently analyzes your historical data and selects the most appropriate method to provide the most accurate and realistic forecast

possible for all your contact centerand back office operations.

The Big Picture

Vantage Point will help you significantly boost productivity while also lowering

your costs. That means more money goes to your bottom line as profit. But that’s

not all. Improving the efficiency and effectiveness of all your teams also con-tributes to higher customer satisfaction

and higher team morale. Growing profits, higher customer retention and lower staff turnover ... That’s a win-win-win!

Scheduling

Using an integrated approach, without resorting to separate modular function-

ality to support multi-skilled issues, Vantage Point’s scheduling technology

provides the advanced capabilitiesnecessary for multi-media and

skill-based routing environments. With an optimum scheduling solution, you can easily meet your service objectives and

operate more cost effectively.

Notifications

Vantage Point includes a comprehen-sive information dissemination system that allows easy transfer of data to your

agents via immediate, scheduled, recurring, or automated notifications.

Notifications can be delivered via email or screen popup, and can be broadcast

to all agents, or to individual agents.

Real-TimeAdherence

The best way to achieve maximum productivity in a contact center is to have a timely and accurate snapshot of agent

activities so you can quickly make adjust-ments and improvements. Vantage Point offers 3 distinct ways for organizations

to monitor agent adherence and improve performance and productivity as a result.

Performance Mgmt. Reporting

The Pipkins Performance Management Reporting Module for Vantage Point

provides the ultimate flexibility in Work-force Management reporting. You can

report on virtually all contact center data in Vantage Point the way you want using

your own custom spreadsheet templates.


[email protected]

14515 North Outer 40 RoadSuite 130Chesterfield, MO 63017

need more info? call now!800.469.6106

A powerful monitoring, mentoring andcollaboration tool embedded right insideyour workforce management suite. It’sat the heart of Pipkins’ new WORKFORCE NETWORK™. Say hello to INTELLIVIEW!

Ideal for managing remote teammembers and at-homeworkers.

Screen Sharing for Mentoring & Collaboration

Multi-StationVideo Conferencing

Monitoring of Camera & Screen

Video InterviewingInstant Messaging

Recording from Camera & Screen

Work together just like you are sitting side by side no matter where you are.

Initiate a meeting as soon as you see all team members are available in their daily schedules. No need to send invites.

Forget about standalone IM apps. Work-ers and supervisors can send messages to each other for quick communication.

Monitor workers in real time to ensure that they are performing at expected levels.

Use recordings to document performance and for mentoring your team members.

Enhance your recruiting efforts through the use of video interviews forHomeBoarding™.

^ Multi-station video conference in progress.

^ Screen-sharing as team members collaborate.

*future functionality

I n T e l l i V i e w ™monitoring, mentoring

and collaboration

To complete setup and configuration for your company’s workforce management system, contact Pipkins Customer Care once you have installed SwiftPik for iOS on your iPhone or iPad. SwiftPik for iOS integrates with Pipkins Workforce Management Systems.

SWIFTPIK FOR IOS

SwiftPikTM for iOS represents the next stage in the evolution of Mobile Workforce Management — an app-based solution tailored for the mobile environment that puts the power of Pipkins’ WFM tools at your fingertips wherever you go. All you need is your iPhone® or iPad® and internet access to join your Workforce Network™.

SwiftPik for iOS version 1.0is now available in the Apple App Store®.

Introducing Pipkins® new mobile app.We’re taking Mobile WFM to a whole new level.

Agents, back office staff and off-site workers can use our advanced time clock to clock in and clock out, as well as log start and end times of tasks they perform.

Advanced Time ClockIn version 1.0, agents, back office staff and off-site workers can view their own schedules. In the future, workers will also be able to set their own schedules within parameters set by their workforce manager.

Scheduling Power

WHAT IT DOES

Workers can send alerts notifying their supervisor of a schedule disruption such as a late arrival due to being stuck in traffic or being unable to work due to a sick child, etc. At-home agents can also send alerts when they lose internet access and/or VOIP service.

Send AlertsWorkers can use the Pipkins Vacation Planner to submit their vacation requests and then check the status of their requests from anywhere at anytime.

Vacation Planner

* Note: Additional functionality will be added in future releases.


Coming Soon!

SwiftPik for Android

Apple, the Apple logo, and iPhone are trademarks of Apple Inc., registered in the U.S. and othercountries. App Store is a service mark of Apple Inc., registered in the U.S. and other countries.

CALL NOW! 800.469.6106 [email protected]

pipkins.com

We b A c c e s sfo r A g e n t s a n dS u p e r v i s o r sEmpower Agents — Cut Admin. Overhead

Maxima Advantage®

Pipkins, Inc., 1 McBride and Son Center Drive, Suite 140, Chesterfield, MO 63005 • [email protected] • www.pipkins.com

PipkinsPipkins

W o r k f o r c e M a n a g e m e n t S o l u t i o n s

The Pipkins web access module for agents – WAVE™ (Web Agent Viewing & Empowerment) allows agents to view and modify their schedules over your corporate network, or the Internet, with a standard web browser. Secure individual agent access is provided by the use of a unique login ID and PIN number for each agent. The following features are available for agents:

WAVE was developed to reduce the amount of administrative overhead, and empower the agent to perform many of the routine schedule related tasks, eliminating costly paperbound schedule distribution methods. Access to agent's schedules has never been easier, creating a paperless environment. There is no longer a need to print and distribute schedules for hundreds of agents!

The monthly schedule report lets agents preview schedules for an entire month. Daily and weekly reports are also available.

MONTHLY SCHEDULE REPORT

Agent WebAccess

Agent WebAccess

Viewing of individual agent schedules in daily, weekly, and monthly formatsAgent schedule modification and trade requests Messaging system for notification of schedule change status, or user messages Electronic bulletin board system for posting trade requests, give aways, or user messages Comprehensive vacation and time off planning

Supervisor access to make schedule changes for their agentsAbility to approve, reject or post agent requestsManagement of user privileges and administrative tasksComplete supervisory vacation planning functions for establishing and managing vacation limits, wait lists, black-out days, non-operational days, etc.

In addition to the agent features, the following functions are available for supervisors:

YEARLY VACATION VIEW

The yearly vacation planning view allows agents to plan or review their entire year’s vacation at a glance. Detail views are also available.

© 2005 Pipkins, Inc. All rights reserved. All other trademarks are property of their respective owners. Features and specifications subject to change without notice.

Client Machine Requirements:• Microsoft Internet Explorer 5.5 or greater• Super VGA Display• Minimum Resolution 1024 x 768

The vacation planning module interfaces with your payroll system to insure the most accurate time off information is used and eliminates the need to re-enter your agent’s vacation accrual information.

14 !! Edit07:00-10:00 ABC Sales10:00-10:15 Break10:15-11:30 ABC Sales11:30-12:30 Lunch12:30-17:00 Orders

February 2002

S M T W T F S291623

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Maxima Advantage®

Pipkins, Inc., 1 McBride and Son Center Drive, Suite 140, Chesterfield, MO 63005 • [email protected] • www.pipkins.com

PipkinsPipkins

W o r k f o r c e M a n a g e m e n t S o l u t i o n s

The Pipkins web access module for agents – WAVE™ (Web Agent Viewing & Empowerment) allows agents to view and modify their schedules over your corporate network, or the Internet, with a standard web browser. Secure individual agent access is provided by the use of a unique login ID and PIN number for each agent. The following features are available for agents:

WAVE was developed to reduce the amount of administrative overhead, and empower the agent to perform many of the routine schedule related tasks, eliminating costly paperbound schedule distribution methods. Access to agent's schedules has never been easier, creating a paperless environment. There is no longer a need to print and distribute schedules for hundreds of agents!

The monthly schedule report lets agents preview schedules for an entire month. Daily and weekly reports are also available.


Agent WebAccess

Agent WebAccess

Viewing of individual agent schedules in daily, weekly, and monthly formatsAgent schedule modification and trade requests Messaging system for notification of schedule change status, or user messages Electronic bulletin board system for posting trade requests, give aways, or user messages Comprehensive vacation and time off planning

Supervisor access to make schedule changes for their agentsAbility to approve, reject or post agent requestsManagement of user privileges and administrative tasksComplete supervisory vacation planning functions for establishing and managing vacation limits, wait lists, black-out days, non-operational days, etc.

In addition to the agent features, the following functions are available for supervisors:


The yearly vacation planning view allows agents to plan or review their entire year’s vacation at a glance. Detail views are also available.

© 2005 Pipkins, Inc. All rights reserved. All other trademarks are property of their respective owners. Features and specifications subject to change without notice.

Client Machine Requirements:• Microsoft Internet Explorer 5.5 or greater• Super VGA Display• Minimum Resolution 1024 x 768

The vacation planning module interfaces with your payroll system to insure the most accurate time off information is used and eliminates the need to re-enter your agent’s vacation accrual information.

14 !! Edit07:00-10:00 ABC Sales10:00-10:15 Break10:15-11:30 ABC Sales11:30-12:30 Lunch12:30-17:00 Orders

February 2002

S M T W T F S291623

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The yearly vacation planning view in WebAccess allows your agents to plan or review their entire year’s vacation at a glance. Detail views are also available.

WHAT IT DOESPipkins’ WebAccess allows agents to view and modify theirschedules over your corporate network or the internet, witha standard web browser. Secure individual agent access isprovided by the use of a unique login ID and PIN number foreach agent. The following features are available for agents:

Viewing of individual agent schedules in daily, weekly, and monthly formats.

Agent schedule modification and trade requests, including self-scheduling, shift-bidding and OT Planner.

Messaging system for notification of schedule change status, or user messages.

Electronic bulletin board system for posting trade requests, giveaways, or user messages. Comprehensive vacation and time off planning using Vacation Planner.

Additional Functionality for Supervisors

Reduce administration overhead, and empower your agents to perform many routine schedule-related tasks. Access to agent schedules has never been easier or more cost effective.

Plus, our Vacation Planner interfaces with your payroll system, so there’s no need to re-enter agent vacation accural information.

Supervisor access to make schedule changes for their agents.

Ability to approve, reject or post agent requests.

Management of user privileges and administrative tasks.

Complete supervisory vacation planning functions for establishing and managing vacation limits, wait lists, black-out days, non-operational days, etc.

DASHBOARDREAL-TIME, TICKER-STYLE DATA FOR CONTACT CENTER AGENTS AND SUPERVISORS

Multiple Data Views

Connect External Systems

Quick Drill-Down Reports

Drill down into any data set with a single click. Export to various formats and print drill-down reports directly from your Dashboard.

Can be connected with your external systems, like Quality Assurance solutions, to integrate other relevant information into the data views you use.

Leverage five standard data views that can be customized to suit your operational needs. You can also add and create new views.

FLEXIBLE & VERSATILE

800.469.6106 [email protected] a Demo!

The Agent Statistics View (shown below) compares agent activity to group average activity.

The customer journey is one of the most critical things on any executive’s mind today.Help your frontline representatives take control and shape the customer journey all along the way.

Empower your teams and their supervisors with the tools and info they need for performance to soar.

The Pipkins Dashboard offers: • Valuable, ticker-style KPI data. • A compact format that can be monitored at a glance and takes up minimal screen real estate.

• Real-time knowledge of individual, team and overall contact center performance.

pipkins.com

Better task trackingYour entire workforce can log start and end times of the tasks they perform, as they perform them, in real time on their work station, smart phone or tablet.

Like it?

IMPROVED FORECASTINGWith better task tracking comes more accurate Average Handle Time data which in turn will improve your overall WFM forecasting accuracy.

Want it?

Understanding the productivity of your workers will also aid in optimizing your total resource usage, and in planning when scaling operations up/down.

Need it?

powerful time management toolspowerful time management tools

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Forget about the standard time clock apps you’ve used. Retire those old-fashioned physical time clocks at the entrances to

your facilities, if you have them. Pipkins’ cloud-based INTELLITRACK does much more, and can be used by your entire workforce, including at-home and offsite workers.

InTELLITRACK™

staffing & scheduling

resource planning

performance management

Resource optimization

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special featuresAdvanced Time Clock, including: l Time and Attendance Tracking. l Schedule Confirmation. l Timesheet Approval. l Payroll Integration.

Staff Forecasting & Automated Scheduling.

Real-Time Measurement & Tracking of: l Performance/Productivity. l Task Completion. l Adherence. l Collaboration via Pipkins’ INTELLIVIEW™. l Key Performance Indicators.

Historical Performance Reporting.

HR and Payroll know too well the problems associated with ordinary scheduling and time clock systems. It doesn’t matter if employees are performing specific tasks (claims, collections, delivery verification, etc.) or multiple tasks. You need to generate schedules, track actual hours worked, confirm hours worked for payroll, and track time spent per task to gauge efficiency. Our newest solution, INTELLISUITE, does it all. It even helps you benchmark employee performanceand productivity across your organization.

INTelliSuiteTMintroducing

part of the workforce networkTM

CALL NOW! 800.469.6106 [email protected]

pipkins.com

THE WORKFORCE

The workforce will never be the same.

NETWORKTM

NEW!OMNICHANNELCLOUD-HOSTED

ACD

CALL NOW! 800.469.6106 Request a Demo [email protected] www.pipkins.com

MORE THAN 700 FEATURES

Intelligent Routing

Quality Management

Detailed Reports & Data Analytics

Calls and other interactions are automatically distributed to the appropriate agents based on a combination of interaction and agent properties.

Our automated QM features help your quality management coaches select conversations that require attention in order to improve outcomes.

Generate detailed reports that include datafrom all interactions and associated statistics,irrespective of channel, including 3rd-party data.

Empower your agents & gain comprehensive, cost-effective, omnichannel control of your call center operations from a single platform.

Powered by

This native cloud solution uses completely new architecture specifical- ly designed to meet the increasing demands of today’s omni-channel customers. Capable of handling voice, email, web chat, SMS, video calls, and the most popular messaging apps with ease, this powerful, multi-channel solution is one of the most feature-rich options on the market today. A Predictive Dialer, Quality Monitor and a host of other essential features are also included in this fully integrated solution.

Our Cloud Contact Center ACD Package is the ideal choice to pair with the Workforce Network®, Pipkins’ powerful WFM Suite.

ENTERPRISE-LEVEL POWER

Capabilities Statement

DIFFERENTIATORS

• 13 Industry-first Workforce Management applications.• Our tools increase productivity and lower costs.• Generate highly accurate workload forecasts and schedules.• Real-Time Adherence monitoring.• A single, dedicated database that is not shared.• No syncing issues typical of multi-provider WFM solutions.• Intraday forecasting is built in, not a 3rd-party add-on.• Fully scalable.

• DUNS: 188918973

• Small Business Certification

• NAICS (all): 541511, 541512, 541519

• CAGE Code: 44CZ4

• Accept Credit and Purchase Cards

14515 North Outer 40 Road, Suite 130

Chesterfield, MO 63017-5746

Phone: 800.469.6106

Fax: 314.222.2459

Email: [email protected]

Web Site: www.pipkins.com

COMPANY DATA

INDUSTRIES SERVED

CORE COMPETENCIESPipkins, Inc. is a leading supplier of Enterprise

Workforce Management (WFM) Solutions for the

Contact Center Industry. Founded in 1983 with a

specific focus on WFM, we are a privately-held,

American-owned company headquartered in the

Greater St. Louis area in Chesterfield, Missouri.

• Forecasting, scheduling, real-time adherence and vacation planning.

• Performance management.

• Hosted, premise-based and mobile WFM.

• Solutions to effectively manage at-home agents, back office and offsite staff.

• Broadcasting/Cable TV• Business & Professional Svcs.• Business Process Outsourcing• Distribution/Warehousing• Education• Financial Services• Government• Healthcare• Information Services• Insurance• Manufacturing

• Nonprofits• Nutrition/Food & Beverage• Petroleum• Public Utilities• Publishing• Retail• Staffing• Telecommunications• Telemarketing• Transportation/Shipping• Travel/Hospitality

WFM IS WHAT WE DO....CALL NOW! 800.469.6106 [email protected] pipkins.com WebAccess for Agents and...

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