Some people view outsourcing as a dirty word, but 31% of organizations say the quality of their service improved with the thoughtful use of outsourcing. Modern BPOs like Concentrix combine tech, data-driven insights, and diverse expertise to not only reduce costs but help deliver exceptional experiences. With this approach, BPOs have become a critical lever for exceptional and efficient customer experiences across the globe.
Today, we’re thrilled to announce Assembled as the first and only workforce management (WFM) platform to natively integrate with top BPOs — such as Concentrix and TaskUs — and WFM platforms such as NICE IEX and Verint. Our work arose from a basic observation: Assembled users and their BPO partners often didn’t share a single view of staffing. There should be a simple answer to the question, "How many people are in the queue next week?" But we heard this question surprisingly often.
Whether you work with a single BPO or multiple partners across regions, our platform gives your workforce and vendor management teams a single source of truth for agent schedules, staffing coverage, and more — all of which are updated automatically. At the same time, we reduce the manual toil required of BPOs, empowering them to act as partners rather than vendors. You’ll definitely know how many people are in queue — and much more.