WorkFlex Solutions Partners with Firstsource Solutions Intelligent Intraday Automation Suite Optimizes Contact Center Staffing & Performance Cincinnati, OH (PRWEB) January 14, 2015: 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. “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...
Read MoreNew Android/Apple Apps enable contact center agents to easily adjust their schedules anywhere/anytime right from their smartphone. Cincinnati, Ohio (PRWEB) October 14, 2014 WorkFlex Solutions LLC (“WorkFlex”), the industry leader in Intelligent Intraday Automation® solutions for contact centers announced today the release of new iPhone and Android apps for their Intelligent Agent-Self-Service product suite. WorkFlex empowers contact center agents with the flexibility to instantly change their schedules anywhere/anytime while ensuring that each change helps optimize staffing levels. “The way WorkFlex has transformed the agent experience for self-service scheduling similar to how FedEx has transformed the customer experience for self-service tracking,” said Mitesh Desai, COO WorkFlex Solutions. “Our new WorkFlex mobile apps extend work-life balance empowerment literally into an agents hand.” “Improving the customer experience is a top strategic priority shared by leading companies today,” added Larry Schwartz, WorkFlex CEO. “By improving the satisfaction of customer facing employees, WorkFlex uniquely enables companies to improve the customer experience while reducing intraday management...
Read MoreRochester New York, Cincinnati Ohio (PRWEB) July 30, 2014 Sutherland Global Services to Deploy WorkFlex Intraday Management Automation Suite Intelligent Agent Self-Service capability to support Work-at-Home Program Growth Sutherland Global Services, Incorporated ("Sutherland"), a global leader in outsourced business process and technology management services and WorkFlex Solutions LLC (“WorkFlex”), the industry leader in Intelligent Intraday Automation® solutions for call centers today, announced an agreement to deploy the WorkFlex Manager Suite and WorkFlex Agent Suite of software products on Sutherland CloudSource, Sutherland’s industry-leading work-at-home solution. The WorkFlex Manager Suite provides Workforce Administrators and Call Center Supervisors with the tools they need to ensure optimized intraday agent staffing and performance, while the WorkFlex Agent Suite improves employee and customer satisfaction by empowering agents with the flexibility to instantly change their schedules anywhere/anytime while ensuring that each change actually helps optimize staffing levels. “We are pleased that Sutherland has selected WorkFlex,” said Larry Schwartz, CEO WorkFlex Solutions. “The ability of WorkFlex to improve...
Read MoreEducation at Work to Deploy WorkFlex Intraday Automation Suite Intelligent Intraday Automation Suite to Support Student-Workforce Call Center BPO Cincinnati, Ohio (PRWEB) June 10, 2014 Education-At-Work (EAW) a leader in student-based business process outsourcing services and WorkFlex Solutions LLC (WorkFlex), the industry leader in intelligent intraday management automation solutions for call centers today announced an agreement to deploy the WorkFlex Intelligent Intraday Automation product suites for Agents and Administrators. “Empowering our agents with the flexibility to make changes to their schedules anywhere/anytime using their smartphones is ideally suited for our call center workforce which is comprised of college students earning their degrees,” said David F. Dougherty, CEO at EAW. "The ability of WorkFlex to maximize agent self-scheduling flexibility while ensuring that each change actually helps optimize staffing-levels makes WorkFlex a win-win solution for our employees and our customers." “Automating many of our intraday administration processes enables us to reduce administrative overhead and create additional student scholarships” added Chip Burke CTO...
Read MoreNASHVILLE, TENNESSEE – April 11, 2014 – The Society of Workforce Planning Professionals (SWPP) has announced the five finalists for the 2014 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry. The finalists are Kirwyn Adderley of Walgreens, Danielle Cook-Grant of APAC/NCO Group, Heather Jackson of Assurant Solutions, Cynthia Stevenson of Citi, and Alexander Wareham of AAA Western and Central New York. “I am very proud to present these five workforce management professionals as finalists for this distinguished award,” said Vicki Herrell, SWPP Executive Director. “Each year, there are so many outstanding nominations that it continues to be a difficult task for the SWPP Board of Advisors to select the top five. Each one of these individuals has demonstrated great skills, leadership, and ability in our industry, as well as delivered measurable results for their companies.” The winner of the award will be announced at the SWPP Annual...
Read MoreChinese Service Provider Captures, Analyzes and Responds to Customer Insights, While Gaining Competitive Customer Intelligence, Using Award-Winning Speech Analytics from Verint BEIJING, CHINA and MELVILLE, N.Y., April 22, 2014 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that Shanghai Unicom, a subsidiary of China Unicom—a leading telecommunications carrier in China—is gaining continued value, following its implementation of Impact 360® Speech Analytics™. The organization uses the software to help uncover underlying customer issues and key drivers of calls into its contact center. Using Verint’s speech analytics software—part of the company’s Voice of the Customer Analytics® offering—Shanghai Unicom mines recorded calls and analyzes customer interactions to proactively identify early trends and opportunities, respond to the root causes that result in unnecessary calls for customers, and gather key market intelligence. One of the biggest challenges organizations face today is improving the customer experience (and thus loyalty), while balancing critical and—at times—conflicting business objectives. These include maximizing customer satisfaction, while minimizing the cost of...
Read MoreNASHVILLE, TENNESSEE – April 16, 2014 – The Society of Workforce Planning Professionals (SWPP) has announced Kirwyn Adderley of Walgreens as the 2014 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry. “We are so pleased to announce Kirwyn as the winner of this prestigious award,” said Vicki Herrell, SWPP Executive Director. “His workforce management knowledge, leadership, and vision have helped him achieve great results for his company. We believe he is truly representative of the great workforce management professionals around the world.” Kirwyn Adderley joined Walgreens in 2003 and has over 22 years of operations and workforce management experience. He is the Director of Walgreens Centralized Pharmacy Operations (CPO), and leads a team of 30 workforce management personnel. Kirwyn’s team supports over 1500 staff in two locations as well at a large percentage who work from home. The staff handles millions of contacts per year and the...
Read MoreCommunity Workforce Management to Showcase Mobile App at SWPP Annual Conference April 15-17, 2014 Community Everywhere extends access to agents Frisco, TX — April 14, 2014 — The Workforce Management Software Group, Inc., (WFMSG), today announced that Community Everywhere, the new agent mobile app, will be on interactive display at the Society of Workforce Planning Professionals annual conference at the OMNI hotel in Nashville, TN April 15 – 17, 2014. The Community Everywhere mobile app can be installed by agents on tablets or phones, through their respective app stores, providing them with access to the same robust feature set they have via their desktop browser. In addition to core features such as time off requests and schedule information, Community Everywhere additionally acts as another two-way channel with which schedulers and supervisors can offer schedule adjustment plans. Agents can pick-up offered events such overtime and voluntary time-off even when they are on the go. A RESTful web service facilitates integration to...
Read MoreContactCenterWorld.com, the Global Association for Contact Center Best Practices & Networking is pleased to announce its 15th Birthday! ContactCenterWorld.com originally established in the UK back in 1999 as CallCenterWorld.com relocated its HQ to North America in 2001 and at that time became one of the first in the industry to change its branding to Contact Center in recognition of the multichannel status of the industry. The brainchild of Raj Wadhwani, ContactCenterWorld.com has over 137,000 members worldwide in all industry sectors and levels of industry professionals. ContactCenterWorld.com started off as an information resource – an electronic magazine for the industry but over the years has grown to become a powerhouse and the global association for the industry with market leading solutions and services that help managers and executives running centers improve their business through best practices and networking. ContactCenterWorld.com recently introduced networking amongst members and also offers live instant chat between connections a member may have. Like many industry standard social...
Read MoreWorkFlex Solutions Raises $3 Million WorkFlex Software Makes Call Centers More Efficient by Managing Staffing Demands in Real Time (CINCINNATI, OH March 13 , 2014)— WorkFlex Solutions, a leading platform for call center staffing and performance management, has closed a $3 million round of Series B financing. CincyTech led the round, which was joined by other private investors. WorkFlex offers the first and only intelligent intraday automation suite built specifically to address the challenges of call center workforce management. Its award winning solutions can adjust schedules on the spot as needed, and can match staffing supply with demand in near real time to ensure call center staffing levels are optimized throughout the day. WorkFlex also offers an Intelligent Agent Self-Service portal that empowers agents with the flexibility to change their schedules at any time while automatically ensuring that all change requests are aligned with the needs of the business. The result is reduced overhead, improved customer service and happier agents....
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