Intradiem and IP Consulting partner to improve European contact centers

Agreement extends IP Consulting’s contact center offering and expands Intradiem’s reach

ATLANTA, GA (September 18, 2013) – Intradiem, the leading provider of intraday management solutions, and IP Consulting, a division of contact center solutions specialists IP Integration Ltd, have partnered to improve contact center productivity, agent performance and the customer experience for European-based organizations.

This partnership enables IP Consulting to promote and market Intradiem’s intraday management technology as an integral part of their contact center optimization services. As leading contact center practitioners, IP Consulting provides an optimal mix of technical and operational knowledge and experience to help customers achieve targeted business outcomes. The company helps contact center business leaders originate, justify and execute self-funding contact center improvement initiatives and transformation programs.“

Many contact center organizations already leverage intraday management technology to find new areas where improvements and efficiencies can be layered into their operations,” said Matt McConnell, chief executive officer for Intradiem. “By partnering with IP Consulting we can expand our reach and help more companies realize the potential of intraday management for creating agile workforces.”

The contact center environment can be volatile and unpredictable, with fluctuating business conditions throughout every day that leave contact centers constantly balancing efficiency and customer experience. Intradiem’s patented technology helps organizations find new opportunities to improve the overall performance and drive improvement initiatives for contact centers.

Intradiem integrates with contact center ACD and WFM tools to maximize resources. When call volume lulls, business rules automate the activities of idle agents by deploying prioritized improvement activities or back office work. If another channel, such as social media is overloaded, business rules can proactively address this unbalance and shift a group of agents to handle these inquiries. Another capability is to quickly offer voluntary time off to a specific group of agents to help save in labor costs when overstaffed.“

Whether a contact center business is trying to improve customer experience, reduce operational costs or increase revenue, agents are one of the biggest influences on moving these dials,” said Jason Beever, principal consultant of IP Consulting. “The degree with which business leaders can improve agent performance through additional training, or overall business performance through re-purposing agent time towards other activities such as back office processing, has a significant bearing on the opportunity to achieve desired outcomes. Intraday management programs provide businesses the tools and additional agent time to execute on such opportunities.”

“By partnering with IP Consulting, we can greatly reduce customers’ contact center staffing costs,” said David Marshall, Intradiem UK country manager. “These savings can either be banked as operational savings, or the additional agent capacity can be utilized to handle more calls with less agents or to complete more off-phone activities such as training, coaching, communications or even back office processing.”

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