PRESS RELEASE: Firstsource Solutions, 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. This includes giving managers the tools to ensure optimized staffing levels all day long by anticipating when staff variances will occur, determining the right solution, and updating schedules accordingly.
“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 re-enforces the global relevance of our unique value proposition within the BPM industry.”