Firstsource Solutions, a provider of customized business process management services to the financial services, telecom, media, and healthcare sectors, today launched its First WF Suite, a service designed to improve resource availability and utilization in the contact center.
Firstsource First WF Suite enables enterprises to set up a workforce optimization practice that effectively uses their most crucial resource—people. It aligns with all outsourcing delivery models, such as onshore, offshore, work-at-home, and more. The service suite supports optimization in a multichannel environment, including voice, Web, chat, email, back-office, and social media.
"The launch of First WF Suite is an exciting development for Firstsource, as it is in line with our productization strategy and is a significant step in simplifying business processes. The accuracy of forecasting, scheduling, and real-time analytics in First WF Suite will help service-oriented organizations reduce their operational costs through effective resource utilization," said Iain Regan, executive vice president of sales and marketing at Firstsource Solutions, in a statement.