Intradiem Featured in Annual DMG Consulting Workforce Management Report

Intraday management technology cited as critical component of effective WFM

ATLANTA (April 29, 2014) – Intradiem, the leading provider of intraday automation solutions, is featured in the seventh annual Contact Center Workforce Management Market Report, published by DMG Consulting LLC, the leading provider of contact center, back office and real-time analytics market research and consulting services.

DMG’s Workforce Management Market Report studies current trends and challenges facing the WFM market, as well as best in class practices and new technologies aimed at improving productivity and efficiency.

According to the report, “intraday management – the ability to change schedules in real-time throughout the day to respond to dynamic changes in volume, available resources, or service levels – remains a major weakness in most, if not all, WFM solutions today. Though some WFM solutions offer manual intervention, none fully automate the re-scheduling process.”

“Given the complexity and cost of operating environments, companies need much more from a workforce management solution than forecasting and scheduling,” said Donna Fluss, president of DMG Consulting. “They need real-time adherence capabilities to track agent activity, self-service modules that empower agents to submit schedule requests and accept voluntary time off and overtime, intra-day management functionality to automate the process of responding to unexpected changes in staffing and volumes and a great deal more to improve the department’s performance, productivity and the customer experience.”

The report explores common challenges facing many WFM solutions in today’s market including outdated technology, limited functionality in multi-channel environments and weak intraday management capabilities.

Intradiem is featured as a leading vendor of intraday staffing and scheduling optimization to augment the intraday management capabilities of traditional WFM solutions, while at the same time improving both agent productivity and satisfaction. Intradiem provides contact centers with the automation they need to immediately respond to changes in business conditions.

“Intraday management has been an ongoing challenge in the contact center, and end users are now demanding innovative solutions to help them operate more efficiently,” said Matt McConnell, Intradiem’s chief executive officer. “No forecast is perfect – there will always be unforeseen variables. But with intraday automation, supervisors have the insight they need to create a real-time frontline workforce that is ready for any situation thrown their way.”

A reprint from the report can be accessed here.

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