Intelligent Intraday Automation Suite Optimizes Contact Center Staffing & Performance
Firstsource Solutions (NSE:FSL, BSE:532809), a global provider of customized Business Process Management (BPM) services, and WorkFlex Solutions LLC (“WorkFlex”), the industry leader in Intelligent Intraday Automation® solutions for contact centers, today announced an agreement to deploy the WorkFlex Manager suite of software products for Firstsource clients.
The WorkFlex Manager Suite automates manual intraday staffing and real-time active performance management processes to improve productivity and optimize interval-level intraday performance.
“Deployment of WorkFlex technology is consistent with our ongoing commitment to provide actionable insights to our clients to positively impact their business metrics,” said Shalabh Jain, Global Business Transformation Officer, Firstsource Solutions.
“We are pleased that Firstsource has selected WorkFlex,” said Larry Schwartz, CEO, WorkFlex Solutions. “The ability of our Intelligent Intraday Automation technology to optimize intraday performance across complex multi-site, multi-skilled programs makes it ideally suited for large-scale BPM providers like Firstsource. This announcement reinforces the global relevance of our unique value proposition within the BPM industry.”
About Firstsource Solutions: Firstsource (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN) is a leading global provider of customized Business Process Management (BPM) services to the Healthcare Telecom & Media and Banking & Financial Services industries. The company’s clients include Fortune 500, FTSE 100 & Nifty 50 companies. Firstsource has a “rightshore” delivery model with operations in India, Philippines, Sri Lanka, UK and U.S. www.firstsource.com
About WorkFlex Solutions:
WorkFlex Solutions LLC is the Industry Leader in Intelligent Intraday Automation solutions for contact centers. Our award-winning technology maximizes agent self-scheduling flexibility, optimizes intraday performance and reduces workforce administration overhead. Designed to easily integrate with existing Workforce Management (WFM) and Automated Call Distribution (ACD) systems, WorkFlex enables clients to leverage their existing enterprise software investments, and quickly generate a positive ROI. WorkFlex deployments span multiple industry sectors including financial services, communications, healthcare, automotive, cable/sat and government.
WorkFlex, the WorkFlex logo and Intelligent Intraday Automation are registered trademarks of WorkFlex Solutions LLC. Firstsource and the Firstsource logo are registered trademarks of Firstsource Solutions Ltd.