FLOW, a leading provider of AI/ML-powered workforce management (WFM) solutions, has announced an OEM partnership with C-Zentrix, a prominent player in the Contact Center as a Service (CCaaS) industry. This collaboration aims to expand both companies’ global footprint and transform digital journeys for contact centers by streamlining workforce management, ultimately boosting productivity and customer experiences.
Combining FLOW’s WFM Suite with C-Zentrix’s CCaaS Offerings
The new partnership integrates FLOW’s advanced AI/ML-driven WFM suite with C-Zentrix’s omnichannel platform to create a comprehensive solution for contact centers and Business Process Management (BPM) enterprises. This unified offering addresses key operational requirements, including workforce optimization, enhancing customer service, and driving profitability.
FLOW’s WFM suite offers contact centers and BPMs an all-in-one tool designed to optimize workforce performance through intelligent scheduling, forecasting, and real-time analytics, while C-Zentrix’s omnichannel solution provides seamless customer service management across various platforms.
A Shared Vision for Enhanced Customer Service
Vikas Wahee, Head of Solutions for BPM & ITES at FLOW, expressed excitement about the partnership. “We are happy to announce this partnership with C-Zentrix, enhancing our workforce management offering for our customers. This will strengthen both organizations to reach the masses with an integrated solution that takes care of all tech and WFM needs of a BPM enterprise or a contact center.”
This collaboration ensures that businesses can leverage cutting-edge WFM tools alongside omnichannel customer engagement, resulting in better resource allocation, higher efficiency, and improved customer satisfaction.
Supporting Large-Scale Enterprises
Arijit Chatterji, Chief Business Officer at C-Zentrix, emphasized the long-term vision of the alliance. “This partnership will enable us to cater to our BPO customers and other large-size accounts where workforce management is crucial. Our goal is to engage with our current and potential customers through a comprehensive solution that can take our customer service to the next level by providing the right resources at the right time. This is where a global partnership with FLOW intelligence will be necessary and beneficial for our customers.”
By integrating FLOW’s intelligence with C-Zentrix’s platform, the partnership aims to offer contact centers and BPMs a powerful solution that streamlines operations, ensures seamless workforce management, and enhances customer experience management at every touchpoint.
Driving the Future of Contact Centers
The FLOW and C-Zentrix partnership underscores both companies’ commitment to innovation and digital transformation in the contact center industry. By bringing together advanced workforce management with a scalable, omnichannel customer engagement platform, the alliance paves the way for contact centers to optimize their processes, improve service delivery, and maximize profitability.
The partnership marks a significant step toward revolutionizing contact center operations globally, offering businesses a fully integrated solution to stay competitive in today’s fast-paced digital environment.
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