ProHance releases its latest 2023-24 Global Productivity Benchmarking Report, offering key insights into workforce efficiency, trends, and industry best practices “Most productive time in Healthcare/RCM and BPO/BPM is spent on core business apps, while over a quarter of productive time in fast-growing Global Capability Centers goes to communication tools”— Arvind Sagar, Senior Advisor, ProHance ProHance, a new-age workforce analytics and operations enablement platform, has released its latest Global Productivity Benchmarking Report for 2023 & 2024. This comprehensive and updated report is an industry gold standard in terms of the data-driven statistics it provides. However, what makes it unique is the comparative analysis of productivity trends across a substantial dataset of 231,000 users across 69 organizations—this enables the report to provide valuable insights into workforce efficiency and performance. The benchmarking study examines key productivity metrics, identifies emerging trends, and delivers data-driven strategies for enterprises looking to optimize workforce performance. With deep analytical insights, this report serves as an essential resource for...
Read MoreProHance, a new-age workforce analytics and operations enablement platform, announces that it has achieved 400,000 users across 25 countries. This milestone underscores the platform’s increasing adoption as enterprises prioritize workforce productivity, operational efficiency, and data-driven decision-making. “Achieving 400,000 users is a significant milestone that reflects the trust Enterprises and SMBs place in ProHance,” said Saurabh Sharma, CGO of ProHance. “As businesses adapt to evolving workplace dynamics, our AI-driven platform provides them with real-time insights to optimize workforce efficiency, enhance resource utilization, and drive sustainable productivity gains.” ProHance is driving transformation across key industries, including IT & BPM, BFSI, Healthcare, Retail, and Shared Services. With AI-powered analytics, automated workflows, and intuitive dashboards, the platform empowers enterprises to streamline operations, improve compliance, and maximize workforce potential. This achievement follows a series of strategic initiatives, including global partnerships, industry collaborations, and continuous innovation in AI-driven workforce intelligence. As organizations increasingly focus on scalability, automation, and workforce optimization, ProHance remains committed to delivering next-generation...
Read MoreRevolutionizing Workforce Productivity with Actionable Insights "As organizations navigate hybrid and dynamic work models, ProHance’s Global Productivity Benchmarking Report offers a powerful tool for identifying and bridging productivity gaps” — Arvind Sagar, Senior Advisor, ProHance ProHance, a leading operational analytics and workforce productivity platform, has unveiled its Global Productivity Benchmarking Report. Spanning 2023 through Q3 2024, the report delivers deep, data-backed insights on workforce productivity trends across industries and regions, empowering businesses to drive operational excellence in an evolving work environment. With the increasing adoption of hybrid work models, relying solely on logged hours is becoming outdated. Companies need to focus on productive time—the real 'Most Valuable Player' of workforce efficiency. Drawing on data from over 197,000 users across 65 organizations globally, the report offers unparalleled analysis across sectors such as Healthcare, BFSI, IT Services, BPO/KPO, and Global Capability Centers (GCCs). Covering key geographies including India, the Philippines, the Americas, Europe, and the MEA region, the findings reveal trends that...
Read MoreIntegration of Echo AI Advances Calabrio’s Aim to Improve Customer Experiences and Optimize Contact Centers Through Cutting-Edge AI MINNEAPOLIS – December 11, 2024 – Calabrio, today announced the acquisition of Echo AI, a generative AI-native conversation intelligence platform. It is the next strategic step in Calabrio’s commitment to providing contact centers with the latest innovative solutions through near-time conversation insights that enhance customer experiences and operational efficiency. With the global customer experience management (CXM) market projected to grow from $19 billion in 2024 to $43 billion by 2029, Echo AI’s technology will provide automated quality management with 100% customization and bolster Calabrio’s offerings in customer experience (CX) intelligence and agent performance coaching, providing a deeper view into customer interactions and optimizing human and bot performance. Echo AI’s technology analyzes every customer conversation across multiple channels, including calls, tickets, surveys and reviews, turning them into opportunities to increase conversions, improve bot and agent interactions, reduce costs, and reveal new business opportunities....
Read MoreBengaluru, 23rd September 2024: In the face of mounting macro-economic challenges, Global Business Services (GBS) organizations are at a pivotal moment. A new study by Zinnov, a global management and strategy consulting firm, in collaboration with ProHance, a productivity management pioneer, underscores the critical need for GBS leaders to implement robust productivity frameworks to not only withstand economic pressures but also drive sustainable growth. Navigating the Crossroads of GBS: The Need for a Data-driven Productivity Framework GBS organizations today are navigating a complex landscape marked by economic uncertainty, talent retention challenges, and rapid technological advancements. The study highlights that 53% of GBS leaders rank productivity improvement as their top priority for 2024. This focus is driven by the dual need to enhance operational efficiency and foster innovation amidst ongoing economic headwinds. As the economic environment remains volatile with inflation, geopolitical risks, and supply chain disruptions, the pressure on GBS organizations to deliver cost efficiencies has intensified. Zinnov and ProHance’s study...
Read MoreNew era of growth to be led by newly appointed Chief Executive Officer, Darryl Kelly (Atlanta - September 4, 2024) Alvaria, a pioneer in workforce management and contact center customer experience technology, servicing large global enterprises and rapidly growing consumer brands, today announced the rebirth of Aspect in response to accelerated company growth and a demand for more complex tools to support hybrid, remote and in-person workforces. Aspect encapsulates Alvaria’s Enterprise Workforce Suite and will operate as an Alvaria-owned subsidiary. Aspect returns to the brand portfolio with a modern and innovative suite of products, including their new next-generation platform, WorkforceOS, powered by predictive analytics and a mission to humanize the service economy. Aspect has a rich history of innovation and leadership in the contact center space, having pioneered the world’s first Automatic Call Distribution (ACD) and the first Workforce Management Software for contact centers. Alvaria has named Darryl Kelly as Chief Executive Officer to steward this brand evolution. Kelly, an...
Read MorePost-acquisition, ProHance aims to build on its success and strategically expand into important markets such as the Philippines, Australia, and South America BENGALURU, KARNATAKA, INDIA -- Private equity firm ChrysCapital has acquired a 75 per cent stake in ProHance, a business-to-business software-as-a-service (B2B SaaS) platform offering workforce analytics and operations enablement. The investment will be primarily used to accelerate ProHance’s expansion across the globe and further strengthen its market dominance. ProHance was founded by Kishore Reddy and Rajesh Sharma in 2009 with a vision of creating a world-class global product out of India. The investment marks ChrysCapital’s foray into the growing Indian SaaS ecosystem that is currently valued at over $12 billion. Indian SaaS has outpaced the global market growth with ~5% market share and is poised to reach 8% by CY27. ChrysCapital is one of the leading investment firms based out of India that manages $5 billion across nine funds and has valuable experience in investing across a breadth of...
Read MoreNASHVILLE, TENNESSEE – March 4, 2024 – The Society of Workforce Planning Professionals (SWPP) has announced Elias Saykali of TD Bank Group as the winner of the 2024 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry. “We are continually amazed by the quality of nominees for this award, and are so thrilled to recognize Elias as this year’s winner,” said Vicki Herrell, Executive Director of SWPP. “Through his leadership and vision, he was able to achieve great results for his company and their customers in the workforce management arena.” The other finalists for the award include Eric Bigelow of Qualfon, Brandon Kelly of Options for All, My Tran of UC Davis Health, and Chris Trujillo of Memorial Hermann. The SWPP Board of Advisors selected the five finalists from nominations submitted on the SWPP website. The Workforce Management Professional of the Year award is chosen from the five...
Read MoreNASHVILLE, TENNESSEE – Feb. 28, 2024 – The Society of Workforce Planning Professionals (SWPP) has announced the five finalists for the 2024 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry. The finalists are Eric Bigelow of Qualfon, Brandon Kelly of Options for All, Elias Saykali of TD Bank Group, My Tran of UC Davis Health, and Chris Trujillo of Memorial Hermann. “These five workforce management professionals are truly representative of the ‘best of the best’ in our industry,” said Vicki Herrell, SWPP Executive Director. “They have all demonstrated great leadership and ability in the field, as well as shown measurable results for their companies. We are pleased to present them as finalists for this distinguished award.” The winner of the award will be announced at the SWPP Annual Conference, which is held in Nashville, Tennessee on March 4-6, 2024. Eric Bigelow is Workforce & Systems Support Manager...
Read MoreSolution’s 80% accuracy rate expected to reach 90% in 2024 Atlanta – September 12, 2023 – Intradiem, the leading provider of contact center automation solutions, is introducing the first AI-powered technology solution to quantify agent “burnout” and predict the risk of attrition at the agent level. Currently, the solution predicts churn accurately 80% of the time, but with refinements and model training in progress, the rate is expected to increase to 90% or more by 2024. Rigid schedules, repetitive work, and regular hostility from frustrated callers make a call center agent’s job notoriously stressful. That fuels chronic attrition, which in turn raises costs and undercuts consistent customer brand experiences. Agent attrition is estimated at 40-70% annually, with some organizations turning over their entire agent populations each year. Replacing a single agent can cost $20,000 to $35,000. “Agent attrition is always a pressing issue for contact center leaders. It’s costly to find, hire, and train agents, and a lack of experienced...
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