Global
FLOW predicts, plans and optimizes workforce in real time - down to the hour - so call centers hit SLA every day.
Multivariate AI forecasting at 30/60minute intervals
Gen AI agent assist and conversational insights for every role
Automated staffing, alerts and exception handling
What FLOW Delivers
Predictive Planning (AI/ML Native)
FLOW’s multivariate models learn from traffic, promotions, seasonality, channel mix, AHT, shrinkage and external drivers (weather, events) to forecast workloads hourly (or finer) and translate them into staffing plans by queue/site/vendor.
Precision Deployment
Turn forecasts into laser focused schedules with skills, languages and compliance constraints—then auto reoptimize when demand shifts, so you protect SLA at the lowest cost.
Real-Time Intelligence
Live dashboards surface handle time, adherence, abandonment, ASA and backlog. AI watches for drift and pushes proactive alerts with suggested actions (offer OT, flex breaks, move chat to voice).
Automation for Volume Spikes
When spikes hit, FLOW triggers SLA safeguards: dynamic staffing, queue rebalancing, and on demand agent assist - no fire drills, no missed targets.
360° Analytics at Your Fingertips
Explore every KPI across WFM, CX and Ops from one place. Conversational analytics lets leaders ask in business language and get instant charts/narratives.
Gen AI Agent Assist & Conversational Insight
Give supervisors and agents contextual guidance (playbooks, next best action) and let executives chat with the command center to understand “why” behind changes—not just “what”.
How It Works
1. Forecast:
Multivariate AI ingests historical volumes, AHT, shrinkage, calendars and external signals to predict 30/60minute demand by channel or queue.
2. Optimize:
Constraint aware scheduler creates shifts, breaks and rotations to meet SLA, then reoptimizes intraday as reality changes.
3. Assist:
GenAI surfaces root causes and recommended actions. One click applies changes across sites/vendors.
Outcomes You’ll Get From FLOW
↑ SLA attainment: +7 to 12% points in first 60–90 days
↓ Abandonment: 15-25% reduction during peak windows
↓ Overtime cost: 8–12% via proactive intraday moves
↓ Manual effort: 50–70% less time spent on reforecasting
PODCAST