Introducing
FLOW
FLOW is an AI-powered, self-serve workforce management suite that arms BPMs with a single solution that brings the best of AI/ML for forecasting, planning and optimizing workforces.
We understand your world
- Your need to balance customer demand for rich experience on multiple channels with profitability.
- You need visibility of data across multiple locations and sources for actionable insights.
- You need to forecast and plan quickly but accurately to maximize productivity.
- You need every advantage you can get to define the game.
BPMs today need to evolve their workforce to keep pace with rapidly changing customer expectations. It’s time to move ahead from traditional WEM solutions.
Numbers That Matter
Over
90%
Schedule
Quality Index
Upto
97%
Forecast
Accuracy
60%
Reduction in WFM
Planning Time
~7%
Optimized
Headcount
Optimize Your Workforce
ETL
Connect with everything
We break silos so you can mine rich insights. Wherever your data lives and whichever system you choose to use, we support them all. Grow with a solution that fits your needs, not the other way around.
Forecasting
Forecast with confidence
Infuse your contact center with AutoML to take the guesswork out of forecasting. Find hidden patterns and insights from any length and breadth of data across all customer channels for outputs you can depend upon.
Capacity Planning
Balance cost with customer delight
Find the perfect balance between meeting SLAs and optimal staffing for omnichannel. We help you plan to overcome real-world complexities so that you never have to face a crisis.
Shift Identifier
Plug leakages and elevate productivity
Plan the right number and type of shifts to control your leakages. Take the manual work out of planning shift patterns with ML. Save cost by identifying and addressing scheduling leakages & irregularities.
Rostering and Scheduling
Match the best agent for every customer opportunity
Delight customers on every channel they choose. We help you leverage the power of AI to set up the team for success. Offload administrative tasks to us so that you are free to care for your customers. Allocating the right number of people with right skills at the right time is easy.
WFM Analytics and Dashboard
Create a culture of excellence
Get the insights you need, when you need them and how you need them with customizable, real-time and interactive 360° dashboards. Empower every business user to understand, analyze and compare data and make data-driven decisions. Set and surpass every KPI.
Empower
Promote employee satisfaction with shift-bids and boost performance
Equip your employees to bid for preferred shifts and weekly offs. Allow team leaders to accept or swap employee preferences and monitor team scorecards anytime of the day. Empower WFM teams to balance employee satisfaction with profitability.
OUR CUSTOMERS
BPMs that succeed with our WFM system
CUSTOMER SPEAK
Leading enterprises trust us with their WFM requirements
FLOW allows us to seamlessly manage the entire lifecycle of Workforce Management with just one solution. It gives us complete visibility of all our data, elevates customer experience and maximizes productivity. With FLOW, CBSL has enhanced its data-driven insights.
Shashi Puthran
AVP WFM and MIS, CBSL
FLOW is a new age solution that is very relevant for traditional WFM teams that want to evolve with a rapidly advancing industry. Hexaware chose FLOW for its flexibility, which meant that we didn’t need to fit our requirements to the solution. Access to cutting-edge technology empowers us to think differently and bring in the new age of operations.
Swapnil Nagvekar
Global Head WFM, Hexaware BPS
1Point1 chose FLOW to fuel its growth ambitions. We needed a modern, scalable solution that brought the latest in ‘WFM as a Service’. We picked FLOW since it can deliver the speed, power, and agility we need. Initially, we are implementing this for two businesses but will look at expanding it to twelve businesses as an end-state implementation.
Samit Chakravarty
Chief Technical & Information Officer, 1point1
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