Firstsource launches WF Suite for contact centers

Business process management service provider Firstsource Solutions has launched First WF Suite, a service designed to improve resource availability and utilization in the contact center.

First WF Suite enables enterprises to set up a workforce optimization practice that effectively utilizes their crucial resource-people. It aligns with all outsourcing delivery models such as onshore, offshore, work at home and more.

In a statement Firstsource Solutions said that the service suite supports optimization in a multi-channel environment including voice, web, chat, email and back-office and social media.

WF Suite has been enhanced to encompass consulting, managed services and capability development. The solution drives all workforce optimization requirements and will deliver savings in the range of 10-15 percent in operating costs.

“The accuracy of forecasting, scheduling & real-time analytics in First WF Suite will help service oriented organizations to reduce their operational costs through effective resource utilization,” said Iain Regan, EVP, Firstsource Solutions.

The company said that the suite helps private sector bank improve the forecasting accuracy from 66 percent to 92 percent and service levels increased from 43 percent to 85 percent.

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