Case Study: 3i boosts omnichannel productivity with Intellicus Flow

Flow Helps 3i Boost Omnichannel Productivity

3i Infotech worked with Intellicus to address the challenges of forecasting, staffing, and rostering in its omnichannel contact center operations. The WFM team was relying on spreadsheets and manual data preparation, which slowed access to insights, delayed planning, and made it difficult to manage multi-skilled resources, meet SLAs, and support revenue targets across voice and non-voice BFSI processes.

Intellicus implemented Flow, using its upload utility to consolidate historical data into a single source of truth and its AutoML forecasting module to predict application volumes and simulate capacity-planning scenarios. The solution also enabled intelligent rostering, comparison of forecast versus actual performance, and dashboard-driven monitoring of productivity and adherence. As a result, 3i improved planning efficiency, reduced manual effort, optimized multi-skilled staffing, and gained better visibility to balance service levels with profitability.

3i