Transforming CX with Real-Time Workforce Automation: Inside Intradiem’s Impact on Performance
Podcast with The Tech Matchmaker on January 20, 2026
In this episode of The Tech Matchmaker, Gina sits down with Rachel DiBello and Larry Swift from Intradiem to explore how real-time workforce automation is helping contact centers improve productivity, reduce burnout, and navigate complex CCaaS transformations.
They discuss how Intradiem leverages live data from existing systems to automate actions throughout the day — from delivering training during idle moments to adjusting breaks and proactively identifying burnout risks.
The conversation also covers why Intradiem often becomes a requirement during CCaaS RFPs and how customers use it to self-fund transformation initiatives. If you lead workforce operations, CX strategy, or large enterprise contact centers, this episode provides a grounded look at what real-time automation can actually deliver.
