AUTO-OPTIMIZED WORKFORCE ADMINISTRATION

“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

WorkFlex Manager –Automated Intraday Staffing WorkFlex Alert –Real-Time Intraday Analysis and Solutioning WorkFlex Scheduler –Optimized Overtime Scheduling Auto-Optimization Products

Easy to Use Employee Preference Web-Portal –Availability Preferences –Contact Preferences (Voice, SMS, ) Administrator Portal –Configure versus Program –Automated Reporting WorkFlex Manager 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

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 - , SMS, Screen Pop, Voice, Social Media

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

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

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

SaaS Solution Patented Technology No Hardware required Pay-as-you-go pricing Fast-Payback

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

Industry Partnerships

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 Workforce Forecasting is Like Weather Forecasting The further out you forecast the harder it is to get it right.. 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 Thank you for Attending !!