Solutions for Back Office Teams

Standardizes back-office data from legacy systems and monitors activity to provide real-time insights that help reduce idle time, drive productivity and lower costs


Improving Back Office Productivity

Proven AI-based technology helps maintain back-office productivity by automatically detecting drags on performance and sending real-time prompts to get things back on track. Whether in-center or working remotely, employees feel consistently supported, and supervisors stay consistently informed.

Automation provides data-rich descriptive analysis on employee performance. Pulling this data for your management team provides insights on who is performing well and who may need coaching or extra motivation.

Automation provides performance metrics so that your back-office team has the insight and visibility they need to lead their teams. And it can automatically send prompts to underperforming employees to help get them back on track.


Idle Time

Monitors mouse and keyboard activity to detect idle time and delivers real-time desktop prompts with offers of assistance.


Unauthorized Activity

Sends real-time desktop reminders or offers of assistance when employees spend too much time in non-work applications.


Development Time

Delivers messages, coaching, and training activities to keep employees connected, prepared, and engaged.

What is Back Office Automation?

The quality of the customer service experience depends in large part on work done in the back office, where critical tasks such as processing claims, resolving disputes, and issuing refunds are executed.

Unfortunately, many back-office operations still rely on nonintegrated, legacy technology systems and outdated manual processes. That hinders efficiency and reduces transparency, making it hard for managers and employees to work effectively.

Automation jumpstarts productivity by connecting back-office systems, processes, and employee workstations to create a common thread of efficiency—and provide robust support for all employees throughout the workday.

Automation monitors and aggregates data from technology systems to provide managers with a constant flow of real-time insights—which allows them to identify and resolve process logjams and to identify employees who are idle or in need of assistance.

Intradiem’s automation platform serves both front- and back-office teams with distinct but interconnected solutions.

Back Office Automation Benefits

Automation improves productivity in real time


Customer Satisfaction

Standardizing data formats and connecting systems and processes into a unified flow of intelligence helps create a common thread of efficiency and productivity across back office operations.

That translates into more consistent customer satisfaction.


Deeper Insights

Real-time adjustments require real-time insights into employee activity and contact volume.

Automation connects back-office systems, processes, and employee workstations to create a constant flow of real-time insights to deliver better responses.


Standardized Data

Most back offices use legacy systems that capture data in different formats, making data analysis manual and inefficient.

Automation standardizes data from disparate sources and converts it into actionable intelligence to power better decisions.

Why Choose Intradiem Contact Center Automation Software?

Intradiem offers an AI-powered full-service productivity solution that includes automation for call center teams and automation for back office teams. These two tools work in tandem to provide unprecedented insights into your teams’ performance and quality data that helps you make better and more automated scheduling decisions.

Our solutions provide the tools you need to support both on-site and remote back office teams. Our software also automates the process of detecting and analyzing productivity, even sending automatic prompts and alerts when team members lose focus for too long.

Intradiem’s automation tools provide power and flexibility, ultimately helping call center management achieve real-time savings.

How Intradiem Can Help

Intradiem is in the business of helping businesses like yours modernize and automate their workforce management approaches. Through the use of AI-powered tools, Intradiem can transform the way you forecast and schedule, and we can empower your leaders with clearer performance metrics and deeper management insights than they have experienced before.

To see firsthand how Intradiem’s automation tools can help your business with back office intelligent automation, get in touch with us today.

What can automation do for your workforce?

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