Intradiem Expands Global Reach through Workforce Optimization Specialist Call Design Partnership

Agreement extends intraday management as integral part of workforce optimization suite

ATLANTA, GA (February 20, 2014) – Intradiem, the leading provider of intraday management solutions, and Call Design Inc. have partnered to improve contact center productivity, agent performance and the customer experience for organizations in North America, Europe and Asia/Australia by leveraging both intraday management and workforce optimization technologies.

This partnership enables Call Design to promote and market Intradiem’s intraday management technology as an integral part of their Workforce Optimization services suite. As Aspect Software’s largest global Workforce Optimization Business Partner, Call Design provides an optimal mix of technical and operational knowledge and experience to help customers achieve targeted business outcomes. Maximizing the effectiveness of all customer services staff across an enterprise – front office, back office and branches – is Call Design’s specialty, and the addition of Intradiem’s intraday management technology will provide significant benefits to customers of both Intradiem and Call Design.

“Many contact center organizations are looking for innovative technologies to find new areas where improvements and efficiencies can be layered into their operations to elevate their customer experience initiatives,” said Matt McConnell, chief executive officer for Intradiem. “By partnering with undoubted industry leaders, Call Design, we will expand our reach and help more companies realize the potential of intraday management for creating agile workforces, giving them a competitive edge in the marketplace.”

Realizing workforce optimization productivity improvements across the customer services function is more and more an enterprise-wide conversation. Blending front and back office activities, as well as potentially branch-based staff, is where leading customer service organizations are heading. Call Design’s ability to apply WFM, analytics and now Intradiem’s intraday management technology will create benefits to organizations that could provide productivity gains in excess of 25 percent per annum. With offices across Asia, Europe and the US, Call Design is uniquely placed to deliver these benefits anywhere in the world.

“Call Design’s business model is simple – it’s about our people,” says Michelle Gaffney, Director of Sales and Marketing, Call Design (NA) Inc. “We employ the very best people in the industry who understand the value of utilizing workforce optimization products and services across an enterprise. Being the best and wanting to provide the best for our customers, we work hard to achieve maximum results for them. The addition of Intradiem to our optimization suite means we continue to add the best products in the market that will enable our staff to continuously improve and optimize our customers’ workforce and processes. That is always our goal.”



About Call Design

Call Design is Aspect Software’s largest Workforce Optimization channel partner globally. With its head office in Sydney, Australia, Call Design has taken its expertise to the Philippines and Hong Kong in Asia. It began its European operations in 2012 through its offices in Barcelona and London. Call Design opened its North American presence in Nashville a year ago. Call Design is the world’s leading consultancy-based organization that focuses on bringing enterprise-wide Workforce Optimization solutions as they relate to business outcomes to Customer Service operations. For more information, visit the company’s website at www.calldesignna.com.

Intradiem is the only complete Intraday Automation solution provider for frontline workforces including Contact Center, Back Office, Retail and Mobile. The SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline workforce that can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost. Over 300,000 frontline workers use Intradiem's solution every day.
Media Contact
Melissa Spies, Marketing Manager, Intradiem
mspies@intradiem.com  |  888.566.9457