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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

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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