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Intradiem Releases Third Generation – Workforce Automation Platform

Scalable, Secure Platform to Process High Volumes of Real-Time Contact Center Data

Atlanta – September 17, 2019 – Intradiem, the leader in workforce automation, today announced the Third Generation release of its technology platform, culminating over twenty years of experience solving common challenges facing contact center leaders.

Purpose-Built for the Contact Center

Intradiem’s customers – in healthcare, financial services, telecommunications, insurance, utilities, and retail – are under intense pressure to reduce operating costs while maintaining a superior customer experience and highly engaged workforce.

“Contact centers are required to operate at a higher cost and operational efficiency levels than ever before. Which is why customers have told us firsthand how workforce automation has become mission-critical for their operations,” said Matt McConnell, CEO of Intradiem. “The cost savings, improvement in agent engagement, and subsequent positive impact on the customer experience is unmatched by any other vendor in the workforce automation space.”

With the Third Generation release, Intradiem’s workforce automation solution offers:

  • Enterprise-level security with the recent completion of the ISO 27001 certification and SOC 2 Type II Attestation
  • Increased scalability to process billions of contact center data points and variances for customers
  • The expanded offering of use cases that provides additional efficiencies, agent engagement, and customer experience benefits

“The Third Generation of our platform sets the stage for how contact center enterprises will operate for years to come,” said Kevin Wilson, CTO of Intradiem.

For more information, please visit our blog.

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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