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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

Intradiem believes technology should be used to empower workers, not replace them. Our patented, AI-powered contact center automation technology integrates with WFM, ACD, and other systems and processes their data output in real time, revealing unused capacity that can be redirected to its most productive use. Through real-time monitoring of schedules, call volume and workflow, Intradiem delivers unprecedented call-handling support and identifies opportunities to deliver breaks, training, and other time-sensitive tasks within the flow of actual conditions. We help contact centers boost operating efficiency, enhance agent engagement, and improve end-customer experiences while delivering concrete savings and same-year investment return.


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