eg solutions and Intradiem Partner to Strengthen Workforce Optimisation Offerings

By combining intraday management and back office optimisation technologies, companies help contact centres blend front and back office work

ATLANTA, GA (March 4, 2014) – Intradiem, the leading provider of intraday management solutions, and eg solutions plc, a global back office optimisation software company, today announce their strategic partnership, which strengthens the workforce optimisation market.

Intradiem’s patented intraday management technology is integrated into the eg operational intelligence® suite. Intradiem’s software identifies spare capacity in call centres in real time. This data is then utilised by the eg operational intelligence® suite to deliver back office work to agents based on their skills and availability, ensuring that work is completed within service level agreements.

There is an increasing demand from contact centres for blending front and back office activities in order to maximise the effectiveness of customer service staff across the enterprise and to achieve significant productivity gains. Using eg operational intelligence® to blend work allows businesses to achieve high customer service levels, regardless of the source of customer activity, and to improve the customer journey through the organisation. Intraday management of work, people and processes across the front and back office improves the flexibility and responsiveness of the workforce and achieves significant productivity improvements. As a result of the partnership, Intradiem and eg can respond to this growing demand for blending and deliver a unique solution.

"There is growing demand for blended solutions and our integration with Intradiem enables us to provide a significant enhancement to traditional WFO software,” said Elizabeth Gooch, chief executive officer of eg solutions. “In addition to eg's strategic partnership with Aspect Inc., this partnership enables us to extend our footprint into the front office with a unique offering."

“The integration of our intraday management technology with eg’s operational intelligence software allows companies to create a truly blended environment,” said Matt McConnell, Intradiem’s chief executive officer. “When the front office and back office become ‘one office,’ companies can deliver a superior customer experience, giving them a significant advantage over their competition.”

About eg solutions plc

eg solutions plc is a global back office optimisation software company. Our software provides historic, real-time and predictive Operational MI. When implemented with our training programme for managers and team leaders to use this intelligence, we guarantee improvements in operational results in short timescales.

The Company, which is listed on the Alternative Investment Market (‘AIM’) of the London Stock Exchange, is committed to customer satisfaction and the ongoing development of its operations management solutions.

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