Atlanta, February 7, 2024 — Intradiem, the leading provider of contact center automation solutions for customer service teams, announces record growth last year, adding the highest number of new customers in its history and retaining the most net customers.
The company continued to build upon its portfolio of innovative technology in 2023, introducing the market’s first AI-powered solution to predict the risk of employee attrition. The solution has an initial accuracy rate of 80%, and with ongoing refinements and model training, the accuracy rate is expected to increase to 90% or more in 2024. Intradiem also added three new patents in 2023, raising the total to 13 patents in the U.S. and the UK.
Intradiem powers more than three billion automated actions annually and delivers a proven ROI of over 5.5 times, with investment payback in less than six months. Customers realize productivity savings of up to 10% of contact center costs, which can be taken to the bottom line, invested back into the business, or allocated towards funding other automation projects. At the end of 2023, Intradiem’s technology was being used by:
• Six of the nation’s largest health insurance providers,
• Six of the largest North American banks, and
• 15 of the top 80 companies in the Fortune 500
“Intradiem is dedicated to the idea that the real purpose of technology is to make human workers not only better at what they do, but also more engaged and satisfied in their work,” said CEO, Matt McConnell. “We believe employees who feel valued are more valuable to their organizations, more committed to excellence and better at satisfying customers. Our best-in-class automation technology delivers unmatched support to contact center agents, helping them deliver strong customer experiences and reducing costs through increased efficiency.”
Also in 2023, Intradiem expanded its strategic partnerships, signing reseller and mutual referral agreements with Thrive Global, a reseller agreement with SPAR Solutions and a premium partnership with Genesys AppFoundry. In addition, the company had its highest employee Net Promoter Score and won several workplace awards including a Top Workplace USA 2023 award.