FLOW predicts, plans and optimizes workforce in real time - down to the hour - so call centers hit SLA every day.
FLOW predicts, plans and optimizes workforce in real time - down to the hour - so call centers hit SLA every day.
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.
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.
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).
When spikes hit, FLOW triggers SLA safeguards: dynamic staffing, queue rebalancing, and on demand agent assist – no fire drills, no missed targets.
Explore every KPI across WFM, CX and Ops from one place. Conversational analytics lets leaders ask in business language and get instant charts/narratives.
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”.
Multivariate AI ingests historical volumes, AHT, shrinkage, calendars and external signals to predict 30/60minute demand by channel or queue.
Constraint aware scheduler creates shifts, breaks and rotations to meet SLA, then reoptimizes intraday as reality changes.
GenAI surfaces root causes and recommended actions. One click applies changes across sites/vendors.
points in first
60-90 days
reduction during
peak windows
via proactive
intraday moves
less time spent
on reforecasting