Exclusive Interview of Vikas Wahee

Connect with everything

We break silos and connect all your data, so that you can mine rich insights. Wherever your data lives and whichever system you choose to use, Intellicus Flow supports them all. Grow with a solution that fits your needs—not the other way around.

• Automate data extraction from 75+ modern or legacy ACDs, Dialers, ERP systems, chatbots, emails, CRMs, LMSs, QMSs, spreadsheets, flat files or other data sources straight out of the box.
• Connect with everything else through custom-built data connectors.
• Solutions for both hosted and non-hosted environments.

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Balance cost with customer delight

Find the perfect balance between meeting SLAs and optimal staffing for omnichannel. Intellicus Flow helps you plan to overcome real-world complexities so that you never have to face a crisis.

• Use what-if analysis and be ready for anything. Prepare for every exigency.
• Factor in multiple contractual KPIs such as SLA, ASA, AHT, internal as well as external shrinkage, occupancy, TAT, concurrency etc.
• Maximize revenue by reducing variance between forecast and actual volume, scheduling and staffing.
• Delight your customer on every channel by accurately planning capacity for inbound, outbound, email and chat.

Create a culture of excellence

Get the insights you need, when you need them and how you need them with Flow’s customizable, real-time and interactive 360° dashboards. Empower every business user to understand, analyze and compare data and make data-driven decisions. Ensure wins for managers, supervisors and agents with a modern interface that allows zooming out to the big picture, or drilling-down to granular detail. Set and surpass every KPI.

• A solution you can trust to analyze and cue actions for you.
• Identify and eliminate gaps that could be the cause of performance lags, revenue leakages and employee dissatisfaction.
• Be proactive with real-time, actionable data insights.
• Monitor performance and schedule to spot time utilization and adherence issues.
• Experience flexibility that matches the need of reporting and dashboarding for each level of your organization.
• A No-Code/Low-Code solution, designed to be business-user friendly.
• With self-serve analytics, Cut and dice data to get insights without ever raising an IT ticket.
• Visualize as you like it. Get your insights from multidimensional interactive dashboard, smart reports and pixel-perfect reports. Export reports into spreadsheets, presentations, PDFs as well as documents.

Match the best agent for every customer opportunity

Delight customers on every channel they choose. We help you leverage the power of AI to set up the team for success. Offload administrative tasks to us so that you are free to care for your customers. With Intellicus Flow, allocating the right number of people with right skills at the right time is easy!

• Compound accurate scheduling with intelligent skillset allocation and roster the right mix of talent to make sure your business is geared for any challenge.
• Optimize staffing schedules without sacrificing customer experience.
• Put an end to manual, repetitive and tedious tasks. Integrate multiple sources with intelligent roster management.
• Build social and human intelligence into your roster. Factor in business rules, employee performance, leaves, special timings for women and much more.
• Concentrate on proactive action through outlier performance alerts instead of post-facto analysis and reactive action.
• Automate payroll for your contact center.

Plug leakages and elevate productivity

Plan the right number and type of shifts to control your leakages. Take the manual work out of planning shift patterns with Flow’s ML capabilities. Save cost by identifying and addressing scheduling leakages & irregularities

• We match arrival pattern with staffing need to design the optimal shift plan for your business through ML-based algorithms.
• Factor in workload prediction, capacity plan and rules to find the best shift plan.
• Plan fulltime, parttime or split-time shifts.
• Define the type, number and combination of shifts that work best for you.
• Minimize leakages to save costs and increase productivity in skill enhancement.

Forecast with confidence

Infuse your contact center with AutoML to take the guesswork out of forecasting. With Flow, find hidden patterns and insights from any length and breadth of data across all customer channels for outputs you can depend upon.

• Select your choice of algorithm from FB Prophet, SARIMA, SARIMAX, VARMA, VARMAX, XGBoost, AdaBoost and Random Forest Regressor, HWES, DEEP Learning LSTM and many other robust, new algorithms.
• Want something else? Import any external algorithm easily.
• Don’t want to select? Let us automate selection of the best-fit model that meets your business needs
• Factor in external constraints like campaign inputs, consumer interactions and sentiments, seasonality, cyclicality, business scenarios and multiple other elements to build comprehensive strategies.
• Improve forecast accuracy through automated exclusion, inclusion or rescaling for identified outliers.
• Train your ML models on any volume and time range of historical or real-time data.