Smarter staffing In real time
Intra-day agent scheduling that dynamically adds CallD.AI agents to your workforce levels based on real-time demand signals. Balance operational efficiency with employee wellbeing, all automatically.
Static schedules can't keep up with dynamic demand
Workforce management tools create schedules days or weeks in advance based on historical averages. But demand shifts hour by hour: sick calls, unexpected volume, campaign spikes. The result: overstaffed periods waste budget while understaffed periods burn out agents and frustrate customers.
Intra-day adjustments are manual, slow, and reactive. By the time a scheduler notices a problem and makes changes, the damage is done. Service levels tank, agents are overworked, and operating costs skyrocket.
FlexShift changes that equation. By working in conjunction with your UCaaS and WFM platforms, monitoring demand continuously and adjusting CallD.AI staffing in real time. With fairness guardrails built in, you eliminate the chaos. Your workforce adapts as fast as demand shifts. Service levels stay rock-solid. And your agents actually want to show up and deliver what only they can for your customers.
Dynamic schedule adaptation in three steps
Monitor demand signals continuously
FlexShift ingests real-time queue data from your CCaaS platform, agent availability, scheduled breaks from WFM. As acceptable thresholds are broken, FlexShift dynamically delivers agents to skills groups or queues.
Adjust staffing dynamically
By integrating with your existing systems, FlexShift leverages your existing metrics and your systems to dynamically allocate FlexShift agents to skills or queues to meet demand, maintaining queue depth and call velocity.
Protect agent wellbeing
FlexShift balances efficiency with fairness. Designed to prevent excessive overtime, respect agent preferences. Allow your most experienced agents to take the calls that need them rather than chasing spot fires across the contact centre floor.
Don't just listen to a recording Experience the difference
Experience CallD.AI live in action. Click the Talk to Emily button to be connected to the CallD.AI demo agent. Ask her about FlexShift. Or ask anything about our platform and hear a natural, intelligent response.
- ✓ Real-time voice conversation
- ✓ Human response latency
- ✓ No scripted responses
Emily is just a demonstration; she's not yet trained or tuned specifically for your organisation or use case.
To understand how CallD.AI can configure her to improve outcomes for your enterprise, your agents and your customers, book a walkthrough with CallD.AI
AI-powered workforce optimisation
Smarter scheduling, measurable impact
Consistency on the fly. Zero manual toggling
A major utility provider struggled with "intraday drift", the gap between static schedules and actual call flow. Even with precise planning, localised service outages or billing surges would often overwhelm "General Support" while other departments sat idle. WFM teams were stuck in a reactive loop, manually shifting agents between queues only after service levels had already crashed.
By integrating FlexShift, the provider automated their resource allocation. The system now continuously monitors UCaaS data; the moment a specific queue deviates from the forecast, FlexShift instantly deploys CallD.AI agents to absorb the high-volume, routine traffic. This creates an immediate buffer, allowing human experts to remain focused on complex resolutions without the constant "firefighting" that typically degrades morale and performance.
"We used to lose hours of productivity every day just trying to manually rebalance our teams to match the actual call flow and never quite keeping up. FlexShift has turned our workforce into a living organism that reacts to demand in seconds. Our service levels have flattened into a consistent line, and our floor managers have traded 'firefighting' for actual agent coaching."
Workforce Manager, National Utilities Provider
Works with your existing stack
FlexShift integrates with leading contact centre platforms and WFM tools to enhance, not replace, your existing technology.
Ready to make staffing smarter?
See how FlexShift can eliminate scheduling headaches, keep your service levels rock-solid and delight your customers. All while cutting costs.
Deploy FlexShift alongside your existing WFM platform to eliminate agent burnout.