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Intradiem Delivers a 342% ROI According to Independent Study

Atlanta — January 25, 2022, Intradiem, the leading provider of Intelligent Automation solutions for contact center and back-office customer service teams, is proud to release a newly-commissioned Total Economic Impact™ (TEI) study conducted on behalf of Intradiem by Forrester Consulting.

Completed in January 2022, the TEI study demonstrates that organizations leveraging Intradiem’s AI-powered Intelligent Automation platform achieve an ROI of 342% over three years and recoup their investment in less than six months. The study’s cash flow analysis shows a net present value of almost $20 million in benefits.

These results are derived from a composite organization based on Forrester’s in-depth interviews with senior executives at four Intradiem customers from the health insurance, financial services, education technology, and media/communications industries. The composite organization had 5,500 Intradiem seat licenses.

The TEI study highlights key savings derived from the use of the Intradiem solution, including:

$9.4 million from improved training efficiency
$7.7 million from increased agent productivity
$1.0 million from improved administration efficiency
$2.4 million from reduced employee attrition
$5.3 million from increased voluntary time off (VTO)

The study also highlights benefits including the Intradiem solution’s positive impact on employee satisfaction, training traceability, better content retention through shorter training sessions, valuable customer success resources, a swift shift to remote work, and automation-fueled agility.

“We’re really excited about the release of this study,” said Matt McConnell, CEO at Intradiem. “The results confirm the many benefits organizations gain from Intradiem’s real-time Intelligent Automation platform—from a significant ROI to critical increases in productivity, agent engagement, and customer satisfaction.”

“The hardest challenge to providing a really great customer experience is to have front-line team members that are current, knowledgeable, engaged, motivated, and focused on delivering great experiences,” said one of the Intradiem customers who contributed to the study. “Intradiem really helps drive that because we can speed information to agents in near real-time, in an easy-to-consume way—information training, learning, gamification, whatever.”

For more information, and to download the study, visit: https://go.intradiem.com/tei-forrester-report_pr

About Intradiem

At Intradiem, we believe the best technology is technology that supports humans. We are the only people-first customer service solution that has a real, long-lasting impact on your people, your customers, and your brand. We uncover, in real time, the untapped capacity in your contact center and give you the ability to use that capacity where it has the most impact. Time for Training, coaching, and wellness breaks – at the right time, every time. Automatic schedule updates. Call handling support. And with hard dollar savings that more than pay for itself. Intradiem: Contact center automation designed by humans, for humans.


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