Why FrontLine
One platform for every client on your floor
Generic HR and workforce software was built for one company with one workforce. FrontLine is built for operators who run many clients at once, on thin margins, while fighting to keep the agents they have. Here's what that changes.
Multi-client, multi-LOB native
Most software assumes one company. So the moment you take on a second client, you are cloning systems, juggling logins, or praying a spreadsheet filter holds. FrontLine scopes every record to the client and line of business it belongs to, enforced in the database itself, so one team can run twenty clients and no client ever sees another's data.
- One agent, three clients, each with its own schedule, QA, and reports, with no cross-contamination.
- Isolation lives in the database, not in app code someone can forget to check.
- Add a client without adding a system or a spreadsheet.
Win a new retail client on Friday, stand them up as a fully isolated account by Monday, staffed with agents already trained on similar work. No new instance, no migration project.
One platform, hire to retire
Most operators run recruiting in one tool, scheduling in another, QA in a third, and pay someone to retype the same names in between. FrontLine is one system from the job posting to the exit interview. A candidate you hire is already an onboarding plan, then an employee record, then a name on next week's schedule, with no re-keying in between.
- No duplicate data entry across five disconnected tools.
- A termination in HR kicks off offboarding on its own.
- One login, one audit trail, one system of record.
The hour a candidate signs, their onboarding tasks, HR record, and first shift are waiting. When they eventually leave, offboarding starts itself, and the trail from application to exit is already written.
Stop paying to rehire
Attrition in this industry runs anywhere from thirty to a hundred percent a year, and every walk-out costs you the recruiting, the ramp, and the quality you just finished building. Most tools find out only when they hand in their notice. FrontLine reads the fatigue signals earlier, puts them in front of the supervisor, and gives you recognition, coaching, and goals to act on while the agent is still on the floor.
- A five-signal fatigue evaluator flags at-risk agents early, with check-ins that stay private.
- Recognition, badges, and peer kudos put good work on the floor's radar the day it happens.
- A fatigue signal flows straight into coaching and the schedule instead of dying in a survey tool.
You get an early fatigue flag on an agent, line it up against their recent QA and schedule, and fix the load before you are back in the hiring cycle paying to ramp a replacement.
Margin on every client
Blended margin hides your problem clients. You find out an account was underwater when the quarter closes and finance finally reconciles the spreadsheets. FrontLine puts billing and labour cost on the same platform, so you see real margin per client and per line of business, in any currency, and it flags SLA penalties before they quietly eat the account.
- A margin dashboard per client, read from the cost data your scheduling already produces.
- Outcome billing, multi-currency invoicing, and SLA penalties come with the platform, no separate finance stack.
- Generic HR and WFM tools can't tie cost and margin to a specific client. The multi-client model can.
A client asks for a rate cut. Instead of guessing, you see in minutes whether that account still makes money at the new price, broken down by line of business.
Bring your own telephony
Switching platforms shouldn't mean ripping out the phones. FrontLine sits on top of the telephony you already run, with live adapters for six of the platforms most contact centres use, and pulls the call activity into the same place as your scheduling, QA, and reporting.
- Live adapters for Zoom, Amazon Connect, Genesys, Twilio Flex, Five9, and Avaya.
- Call records, agent state, screen pop, and QA links flow in with no new dialer to buy.
- Every call ties back to the agent, the client, and its QA score on one timeline.
A client refuses to move off their Genesys or Amazon Connect setup. You still get unified call records, agent state on the wallboard, and every call tied to its QA evaluation, with no phone migration.
Compliance your security team will pass
Every enterprise client's security review asks the same three things: who can see the data, who touched it, and where it lives. FrontLine has the answers built in and out in the open, tenant isolation, an immutable audit trail, access logging, and data residency in Canada and the US, so the review is a walkthrough, not a scramble.
- PIPEDA-aligned, with US and Canada data residency.
- An immutable audit event on every privileged and sensitive action.
- PII can't be edited directly, only through a reviewed, approved request.
Their security team asks how PII access is controlled. You open the live access log and the approval-gated change workflow and show them, instead of emailing a policy PDF that describes controls you hope are switched on.
See it on your own operation
Book a walkthrough and we'll map it to how you run your clients today.