Surfboard vs. FLOW

Surfboard offers a smooth integration with your existing systems, enabling you to efficiently organize shifts for your support team, schedule their days based on accurate forecasts, and acquire essential insights regarding their performance. This tool not only simplifies the scheduling process, but also helps you maintain oversight and stay connected with your team effectively. By removing the hassle and complexity often associated with roster management, we ensure that the right personnel are available at optimal times to fulfill service level agreements and stay within budget. Getting started with Surfboard is straightforward and does not require technical expertise; it easily connects to your current platforms, which include HRIS, payroll, billing, CRM, ticketing, and time-off systems, thereby becoming your primary source of truth for support operations. Moreover, Surfboard's advanced forecasting features allow support teams to predict future request volumes, enabling them to adjust according to shifts in demand. This alignment of support request levels with agent availability not only ensures compliance with SLAs but also enhances customer satisfaction. By leveraging Surfboard, your team can handle scheduling hurdles with assuredness and accuracy, ultimately leading to a more efficient support environment.

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.