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What is FLOW?

At Intellicus, we understand that organizations focused on Business Process Management (BPM) need a modern Workforce Management (WFM) solution to keep pace with the rapidly changing expectations of their customers. Flow stands out as a cutting-edge WFM solution designed with the flexibility and features necessary to convert challenges into growth opportunities, helping BPMs strike the right balance between profitability and the escalating demand for a diverse multi-channel experience. No matter where your data resides or which systems you choose to utilize, you will achieve a thorough understanding across different locations and sources, facilitating actionable insights. By integrating AutoML into your contact center, you can swiftly and precisely forecast and plan to boost productivity. Flow equips BPMs to tackle real-world challenges, ensuring they are always ready to handle potential crises effectively. Employing machine learning allows for the strategic scheduling of the right number and types of shifts, reducing inefficiencies without the need for tedious manual intervention. By entrusting Flow with the administrative tasks of scheduling and rostering, you can concentrate on delivering outstanding service to your customers. Furthermore, you will receive crucial insights exactly when and in the format you require, empowering you to surpass every performance metric. With Flow at their disposal, BPMs can fundamentally transform their operations, enhance service quality, and foster a more responsive approach to customer needs. This evolution not only leads to improved outcomes but also positions BPMs to thrive in a competitive landscape.

What is CommunityWFM?

CommunityWFM is an innovative workforce management solution that fully involves every participant in the scheduling process. With a focus on promoting collaboration among remote workforce management analysts, supervisors, and agents, this platform significantly improves forecasting and scheduling functions. As a cloud-based management tool, it allows WFM professionals to optimize their workflows and boost productivity levels. By employing a unique blend of intraday management and automated planning techniques, organizations can notably cut down on both time expenditures and costs. In the current landscape, mobile workforce management is essential, positioning Community Everywhere as a key component for successful scheduling. This mobile application facilitates uninterrupted communication regarding schedules and shifts for agents, supervisors, and WFM professionals, ensuring everyone stays connected. Agents can easily check their current and past schedules in real-time through the app, which helps them stay updated and prevents any missed shifts, thereby improving efficiency and accountability in the scheduling process. Ultimately, the integration of these tools fosters a more synchronized approach to workforce management, benefiting the entire organization.

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Integrations Supported

8x8
Amazon Connect
Asterisk
Avaya Aura
Avaya Experience Platform
CoreInteract by Altigen
Enghouse Interactive Contact Center
Five9
Genesys Cloud CX
LiveVox
MessageMedia
MiContact Center Business
Newbridge
NiCE CXone Mpower
Sharpen
Smartz Solutions
Twilio
Webex Contact Center

Integrations Supported

8x8
Amazon Connect
Asterisk
Avaya Aura
Avaya Experience Platform
CoreInteract by Altigen
Enghouse Interactive Contact Center
Five9
Genesys Cloud CX
LiveVox
MessageMedia
MiContact Center Business
Newbridge
NiCE CXone Mpower
Sharpen
Smartz Solutions
Twilio
Webex Contact Center

API Availability

Has API

API Availability

Has API

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Company Facts

Organization Name

Intellicus Technologies

Date Founded

2004

Company Location

India

Company Website

intellicus.com/flow/

Company Facts

Organization Name

CommunityWFM

Date Founded

2005

Company Location

United States

Company Website

www.communitywfm.com

Categories and Features

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

Categories and Features

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

Workforce Optimization (WFO)

Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning

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