Optimize In-House and Remote Agent Performance in Real-Time
Automate Staffing Adjustments and Improve Adherence
Guaranteed Savings. Guaranteed Results.
Transform Staffing and Adherence Processes with Automation
Adherence & Staffing Solution
Intradiem’s Real-Time Automation solution integrates with your ACD and WFM systems to monitor and process all critical contact center data in real time. If an agent is in tech support or a state that’s out of the ordinary, they receive a message asking if assistance is needed.
Our call center solution monitors volume and schedule data to ensure agents can make it to breaks and lunches on time. A lighter load for your WFM admins and for a huge win for agent engagement.
Improve Employee Empowerment
Provide your employees with schedule flexibility with intelligent automation that ensures staffing resources are equally matched with business needs.
Schedule Adherence Made Easy
Use real-time automation to ensure agents remain on schedule. Proactively prompt agents into their lunch, break, or end-of-shift before a long call creates an adherence issue.
Automatically Administer Voluntary Time Off (VTO) & Voluntary Overtime (VOT)
Volume dictates the need for staffing adjustments. Real-time automation takes the burden off WFM by eliminating manual VTO and VOT processes.
Omnichannel service delivery has become increasingly complex. Let real-time automation react to volume fluctuation by balancing resources across channels to maintain service levels.
Address Outlier Behavior
Agents frequently moving between AUX States is tough to manage. With contact center automation, outlier behavior is immediately addressed with alerts and adherence is back under control.
Reduce Overstaffing Costs
Give agents intraday flexibility to take a few hours off mid-shift in overstaffing situations. Use real-time data, preference and performance metrics when automating the selection process.
Agent Attendance Line
Real-Time Analysts can spend hours listening to agent voicemails and updating schedules. Automatically update the schedule when agents don’t show up on time and notify supervisors that agents are late or absent.
Start Real-Time Savings
Power and flexibility to modernize your contact center and create a lasting impact for your business.