WorkFlex Intelligent Empowerment Suite for Contact Centers to Be Deployed by Concentrix

PRESS RELEASE: WorkFlex Solutions LLC (“WorkFlex”), the industry leader in Intelligent Intraday Automation® solutions for contact centers announced an agreement to deploy WorkFlex software products into Concentrix contact centers.

WorkFlex provides workforce administrators, call center supervisors and agents with unique empowerment tools that ensure optimized intraday staffing, agent performance and employee satisfaction. The WorkFlex Manager Suite provides workforce administrators and contact center supervisors with the staffing agility they need to ensure they can meet customer demand while controlling costs. The WorkFlex Agent Suite improves employee and customer satisfaction by giving agents the flexibility to view and change their schedules from anywhere without the need for manual review and approval.

“The WorkFlex Agent Suite mobile app empowers our agents with exactly the right tool to manage their work-life balance and is the perfect solution for increasing our agent sat,” said Bettina Trautmann, Senior Director of Workforce Optimization Worldwide at Concentrix. “Enabling agents to see what schedule changes can be approved, before they make a change request, provides our agents with maximum scheduling flexibility with the assurance that each change actually helps optimize our staffing levels.”

Such flexibility doesn’t just benefit staffers.

“Automating key intraday staffing and performance management processes is consistent with our commitment to deliver superior service to our clients,” said Olivette Whipple, Vice-President of Global Delivery at Concentrix. “The WorkFlex Manager Suite enables us to more rapidly respond to our clients needs by identifying and implementing intraday optimization actions in real-time.”

Concentrix, a company that values velocity, appreciated the support it received. “WorkFlex offered strong and flexible support,” said Mary Munoz, Concentrix, WFM Global Methodology Leader. “We had a short time frame and they were there every step of the way to make sure we made the date.”

“We are pleased that Concentrix has selected WorkFlex,” said Larry Schwartz, CEO WorkFlex Solutions. “This announcement reinforces our unique value proposition for global business process outsourcers seeking to deliver superior customer service to their clients.”