- How does Intellicus FLOW address the evolving needs of BPO businesses?
In the current scenario, BPOs of all scales and sizes are advancing towards digitization. In an attempt to accelerate this transformation, they are looking to incorporate and adopt multiple tools that can assist them in achieving the complete lifecycle of digitization for their BPOs, such as RPA, WFM Tools, BI for analytics and others.
FLOW WFM is an all-in-one and all-you-need solution that caters to all digitization requirements of a BPO. From data management to business planning and real time management to performance analytics, FLOW covers every important and critical aspect of the business.
We believe in the notion that knowledge is power and hence, we keep our customers at the forefront, consistently seeking and incorporating their opinions and feedback to enhance our offerings. We are agile and swift in adapting to the constantly changing needs of our customers and their business needs.
- How does FLOW enhance the user experience? Can you talk about its offerings?
FLOW WFM enables BPOs to drastically reduce WFM planning time, optimize their workforce and deliver enhanced customer experiences. FLOW empowers BPOs to break data silos and connect to all their data sources through built-in connectors and automated data extraction. Through game changing technologies like AutoML and what-if based capacity planning, it enhances accurate forecasting and ensures that BPOs are optimally staffed and equipped to handle any scenario.
FLOW brings the best of cutting-edge technology to workforce management. ML and rule-based shift identification, combined with shit-bid to elevate employee satisfaction, empowers BPOs to craft the best possible shift plan and plug scheduling leakages. AI-based intelligent rostering ensures optimal headcount allocation, ensuring an elevated experience for each customer.
FLOW WFM also empowers BPOs with actionable and accurate insights through customizable, real-time, and interactive 360° dashboards, making performance monitoring a breeze.
- How does a Workforce management integration benefits contact centers? Or WFM system integrations and why they matter?
Integration is an integral part of WFM as it facilitates the discovery of more opportunities to streamline business processes. Normalized data entry, automation of manual workflows and enhanced visibility between different departments lead to reduced costs and risks.
Maintaining accurate records is not only beneficial for businesses, but also a legal mandate. While it is likely that the current software used in the industry already do an adequate job of keeping records, there is an abundance of scope for errors if an integrated system is not being leveraged.
- What can the BPO industry expect in terms of future developments or updates for FLOW? Are there any exciting features or enhancements on the horizon?
We believe that innovation never stops and by keeping our customers at the forefront, as stated earlier, we continue to enhance our offerings, keeping in mind the feedback received from them. Each implementation adds to our experience, giving us insights into the needs of our customers and making our solution even more comprehensive.
One such recent enhancement is the release of the shift bid module of FLOW WFM, focusing on enhancing employee experience and thus, exceptional customer experiences. The modules are self-serve and well structured, providing complete control and governance.
- How does Intellicus gather feedback from users, and how does that feedback contribute to the ongoing improvement of Intellicus FLOW?
At FLOW, we always welcome our customers’ opinions, insights and suggestions to improve our offerings. Through thorough analysis of their feedback, we try and understand even minute areas where we can make an impact by optimizing business processes that help achieve higher efficiency.
We believe that the best people to guide us are the people who are working in the industry and using our offerings on a day-to-day basis. Their insights guide us to innovate further and craft an all-round solution.
- In your opinion, what makes Intellicus FLOW a valuable addition to the toolkit of BPOs looking to harness the power of data for decision-making?
In today’s fast-paced business landscape, BPOs are required to be agile, innovative and adaptable to stay ahead. They need to continually find ways to enhance their operational efficiency and productivity while delivering high-quality services to their customers.
FLOW workforce management (WFM) suite has the potential to mitigate several of the challenges faced by BPOs. The goal of the WFM solution is to ensure that the right people with the right skills are available at the right time to handle the workload efficiently and cost-effectively. It provides a set of tools and processes that can automate and streamline processes such as scheduling, task allocation, performance tracking and reporting, allowing for an optimized workforce and boosting customer experience. It can also manage a large and diverse workforce spread over multiple geographic locations and time zones using an integrated common set of rules and data.
Advanced analytics and machine learning algorithms can identify patterns and trends that may not be visible otherwise, helping BPOs better understand their processes, identify areas for improvement and make data-driven decisions.
For example, it may help identify the root causes of issues like increased call volume or long wait times, enabling managers to take proactive measures to address these issues. Insights on the productivity and performance of individual agents enable managers to improve schedules and assign them to tasks that align with their skill set.
To summarize, FLOW WFM leads to improved operations, higher productivity, better employee engagement, innovation & agility, ultimately better business outcomes and competitiveness through data-driven decision making.