Cincinnati, OH and Fremont, CA – February 23, 2017: WorkFlex Solutions LLC (WorkFlex), the industry leader in intelligent employee empowerment solutions for contact centers, today announced a product deployment expansion contract with Concentrix Corporation, a leading global business services company.
WorkFlex provides contact center employees with industry-unique empowerment tools based on WorkFlex’s patented Intelligent Intraday Automation® technology that optimizes staffing agility for workforce administrators, team effectiveness for supervisors and work-life balance for contact center agents.
The WorkFlex Manager Suite automates the monitoring, real-time analysis, optimal solution identification and implementation of intraday staffing and performance management processes to enable workforce administrators and supervisors to more proactively and effectively address staffing variances and performance adherence issues across all service queues. The WorkFlex Agent Suite empowers agents with the flexibility to preview and select pre-approved work-hour, work-activity, and schedule trades with instant confirmation anywhere/anytime through a native mobile app on their Apple or Android smartphones.
“Expanding the deployment of WorkFlex is consistent with our commitment to delivering superior service to our clients,” said Chris Caldwell, President, Concentrix. “Automation of key intraday staffing and performance management processes enables our workforce administrators and supervisors to more rapidly and effectively respond to our clients’ needs by proactively identifying and implementing staffing optimization actions in real-time.”
“The WorkFlex Intelligent Mobile App has fundamentally transformed the agent experience by enabling them to manage their work-life balance,” added Sanjeev Angadi, Senior Director of Workforce Optimization Worldwide at Concentrix. “Our agents can easily make changes to their schedules even if they are not at work and every change they make helps optimize net staffing. This has effectively transformed our agents into active workforce management partners, enabling us to optimize staffing levels far beyond what can be achieved by company-initiated staffing processes alone”.