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AUTO-OPTIMIZED WORKFORCE ADMINISTRATION

AUTO-OPTIMIZED WORKFORCE ADMINISTRATION.

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AUTO-OPTIMIZED WORKFORCE ADMINISTRATION

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  1. AUTO-OPTIMIZED WORKFORCE ADMINISTRATION

  2. “Workforce Planners, Contact Center Architects, and CIOs should investigate the opportunity to embrace a more automated and sophisticated approach to real time staffing and performance management within their contact centers due to the operational efficiencies and associated financial, compliance and customer satisfaction benefits it can bring.” Gartner Cool Vendor Report: April 2011

  3. www.workflexsolutions.com Auto-OptimizationProducts • WorkFlex Manager • Automated Intraday Staffing • WorkFlex Alert • Real-Time Intraday Analysis and Solutioning • WorkFlex Scheduler • Optimized Overtime Scheduling www.workflexsolutions.com

  4. WorkFlex Manager Easy to Use • Optimized Intraday Staffing • Reduce dependence on forecast accuracy • Reduce Overhead • Automate manual intraday tasks • Assured Compliance • Regulatory, Contractual • Employee Friendly • More Scheduling Flexibility • Extra Earning Opportunities • Supports Part-time and Work-at-Home • Employee Preference Web-Portal • Availability Preferences • Contact Preferences (Voice, SMS, e-mail) • Administrator Portal • Configure versus Program • Automated Reporting www.workflexsolutions.com

  5. www.workflexsolutions.com WorkFlex Alert • Real-Time Performance Analysis • Integrated with Current WFM Dashboard • Real-Time Solutioning • Schedule Adherence • Performance Management • Training Curriculum Tuning • Real-Time Alerting & Reporting • Agents, Supervisors, Administrators • Email, SMS, Screen Pop, Voice, Social Media www.workflexsolutions.com

  6. www.workflexsolutions.com WorkFlex Scheduler • Auto-Optimized Overtime Scheduling • Meet planned demand spikes with Existing Staff • Agent Friendly Approach • Web-Portal for identifying Extra Hour Preferences • Timely confirmation of Schedules • Extra Wage Earning Opportunity • Lowers Attrition • Automated Workflow • Automated analysis and schedule updates • Agent Flexibility without Administrative Overhead www.workflexsolutions.com

  7. www.workflexsolutions.com Easy to Use • Employee Empowerment Web-Portal • Access Anywhere/Anytime • Minimal Training Required • Simple UI for Availability & Contact Preferences • Administrator Portal • Configure versus Program • Automated Alerting & Reporting www.workflexsolutions.com

  8. www.workflexsolutions.com Augment Versus Replace Existing WFM System • Extend System Footprint • Leverage Current Investment • Easy to Integrate • Minimize disruption, training • Works with Commercial and Proprietary WFM Platforms www.workflexsolutions.com

  9. www.workflexsolutions.com SaaS Solution • Patented Technology • No Hardware required • Pay-as-you-go pricing • Fast-Payback

  10. www.workflexsolutions.com Additional Resources • WorkFlex Business Case Modeling Tool • Project Financial Benefits • Configurable to Client-Specific Operations • White Papers • What’s Missing from Workforce Management • How Much Money are BPO’s leaving on the Table • Health Care Reform and Workforce Management • Transforming Workforce Administration through Intraday Staffing Automation • Product Demonstrations • Schedule online at www.workflexsolutions.com www.workflexsolutions.com

  11. Industry Partnerships www.workflexsolutions.com

  12. Workforce Forecasting is Like Weather Forecasting The further out you forecast the harder it is to get it right .. www.workflexsolutions.com Additional Resources WorkFlex Door Prize Just Like WorkFlex can help you adjust to rapidly changing staffing needs, this Solar Powered /Crank operated American Red Cross Weather Radio with USB Cell Phone Charger can help you adjust to rapidly changing weather conditions • WorkFlex Business Case Modeling Tool • Project Financial Benefits • Configurable to Client-Specific Operations • White Papers • What’s Missing from Workforce Management • How Much Money are BPO’s leaving on the Table • Health Care Reform and Workforce Management • Transforming Workforce Administration through Intraday Staffing Automation Thank you for Attending !! www.workflexsolutions.com

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