WorkFlex Solutions

WorkFlex Solutions LLC, established in 2009 by co-founders Larry Schwartz and Mitesh Desai, carved a niche in the contact center industry with its Intelligent Intraday Automation software. Based in Cincinnati, the company developed a SaaS platform designed to address the dynamic staffing challenges inherent in call center operations. The founders brought extensive executive and operational experience from major technology and telecommunications corporations like Convergys, Compaq, and Nortel Networks, which informed the company's strategic direction. Schwartz, serving as CEO, and Desai, as COO, guided WorkFlex from its inception, securing $4.5 million in funding over two rounds, including a Series B in 2014, to fuel its growth.

The core business of WorkFlex was providing a software solution that optimized workforce performance and maximized agent scheduling flexibility for contact centers. Its business model was subscription-based (SaaS), targeting a diverse client base that included Fortune 500 companies, business process outsourcers (BPOs), and service providers across sectors like financial services, healthcare, automotive, and government. The company's technology was engineered to integrate seamlessly with existing Workforce Management (WFM) and Automated Call Distribution (ACD) systems, allowing clients to enhance their current infrastructure investment. By automating intraday management processes, WorkFlex enabled contact centers to respond to unexpected staffing fluctuations in near real-time, reducing administrative overhead and improving service levels.

The product suite, including WorkFlex Manager and WorkFlex Alert, empowered agents with the ability to self-manage schedules, swap shifts, and report absences via a mobile application. This automation tackled overstaffing and understaffing issues efficiently, applying supply-chain methodologies to human resource management. For the business, this resulted in lower agent turnover, reduced operational costs, and increased customer satisfaction. The platform's success and strategic importance led to a significant milestone in October 2017, when WorkFlex Solutions was acquired by NICE Ltd., a global leader in enterprise software solutions. The acquisition integrated WorkFlex's technology into NICE's Adaptive Workforce Optimization suite, creating a more comprehensive workforce engagement solution.

Keywords: WorkFlex Solutions, intraday automation, contact center WFM, workforce optimization, agent scheduling software, call center staffing, NICE acquisition, Larry Schwartz, Mitesh Desai, workforce management solutions, SaaS, BPO solutions, customer service technology, employee engagement software, real-time staffing, schedule flexibility, administrative overhead reduction, contact center performance, workforce auto-optimization, call center technology