Summary

A multinational financial services company, with over 20,000 agents, launched a major initiative to reduce expenses, enhance customer experience, and modernize its workforce strategy. This effort was part of a broader cloud transformation initiative, CCaaS (Contact Center as a Service), to streamline operations and cut costs. As part of this initiative, Intradiem was brought in to partner with the company and its selected CCaaS partner to help unlock measurable efficiencies.

The Opportunity

As part of the CCaaS initiative, Intradiem partnered with the company and a CCaaS provider, to identify an incremental $50M+ annual cost reduction opportunity through implementing Intradiem’s real-time automation. These savings came from automating a wide range of manual, reactive operational and workforce management (WFM) tasks—boosting productivity, agent engagement, and customer experience.

The company aimed to capitalize on this proven approach, which has consistently delivered early and sustained success for similar enterprise contact centers transitioning to new technologies.

Snapshot

Industry: Financial Services
Agents: 20,000

CHALLENGES

• Inefficient manual processes and tasks

• Outdated technology impacted agents and customers