Mumbai, India, 07th December 2023: FLOW, the omnichannel, self-serve workforce management suite, has been awarded the ‘WFM Technology Leader’ award at NXTGEN BPO CONFEX 2023. The solution was recognized for its ability to automate key processes using AI/ML technology for maximizing WFM planning efficiency and boosting CX.
FLOW garnered awe with its unique ability to seamlessly integrate with existing contact center technology, making it a cost-effective and easy-to-adopt solution for any BPO. The solution drastically reduces WFM planning time by 60%, enabling the teams to focus on other core tasks.
FLOW enables organizations to integrate all their data and create a single source of truth, delivering a unified data view across the enterprise. The built-in AutoML capabilities bring about highly accurate forecasts, while what-if-based capacity planning aids WFM teams to be prepared for any scenario. Shift identification, facilitated by rule-based parameters, aids organizations to create shift plans tailored to their business requirements, mitigating leakages. Enabling employees to bid for their preferred shifts helps foster work-life balance and elevate satisfaction. Intelligent rostering brings about higher customer satisfaction by matching the best agent with the right skills for every interaction. Real-time, 360° dashboards assist organizations to derive actionable insights instantly, promoting data driven decisions whilst monitoring key performance metrics with ease.
The NexGen BPO Confex & Awards is a platform where industry experts and other stakeholders come together to gain insights into the latest trends, best practices and innovative strategies in procurement. Attended by CXOs, presidents, directors, heads, managers & executives across various departments like technology, IT, operations, delivery, HR, CX, analytics, etc., the event facilitates professional development, inspiration and staying updated about the latest regulations, compliance requirements and market dynamics.