« Back to All News

Workforce Automation Pays Off for Contact Center Leaders in 2019

Intradiem Celebrates Fourth Consecutive Year of Record Growth

ATLANTA, January 14, 2020 — Intradiem, the leading provider of workforce automation, today announced 2019 achievements relating to bookings, value creation, and adoption.

“Collectively, our customers saved more than $100 million in 2019 with Workforce Automation,” said Matt McConnell, CEO of Intradiem. “This is a record level of savings that continues to accelerate year over year as our customers realize the impact that our solution has on their bottom line.”

To highlight some of the 2019 milestones, Intradiem reports:

  • More than $100 Million in annualized savings across the customer base
  • Over 1.2 Billion automated actions are executed annually due to increased customer adoption
  • A record year in bookings for the fourth consecutive year, with customer expansion contributing to more than half of the growth
  • Approximately 20 percent of bookings attributed to new automation use cases
  • Significant year-end momentum with the fourth quarter representing the largest quarter in company history and more new customers added than in previous years

“The year represented significant value creation for our customers not only through cost reduction but also for improving agent engagement and customer experience,” said McConnell. “Workforce Automation clearly pays off for contact centers.”

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.


Company News Press Releases