Intradiem announces strategic partnership with SSA Solutions
Partnership drives client ROI and outstanding customer experience with every interaction
ATLANTA (Feb. 17, 2015) – Intradiem, the leading
provider of Intraday Automation solutions to call centers, back office, retail
and mobile and other frontline workforces, today announced a new strategic
partnership with SSA Solutions,
a premiere contact center consulting firm specializing in workforce management
and operational modeling.
The
partnership brings together SSA Solutions’ expertise with Intradiem’s real-time
intraday automation solution. This enables companies to improve productivity,
decision-making and operational efficiencies in the contact center.
"The
contact center is responsible for providing a customer experience that builds
brand loyalty, so it has a direct effect on revenue growth,” said Matt
McConnell, Intradiem Chief Executive Officer. “Companies have been collecting
customer information for years, and now need help using that data to modernize
and improve their frontline operations. Through partnerships with industry
leaders like SSA, we are able to streamline and automate critical call center
processes so that agents can deliver an outstanding customer experience with
every interaction.”
Intraday Automation’s
technology integrates disparate systems and triggers actions for
customer-facing workforces. By monitoring changing business conditions, this
tool establishes an unprecedented amount of control over continuously
optimizing staffing levels, balancing interaction channels, leveraging idle
time for ancillary work, and automating adherence management. These real-time adjustments accelerate the
benefits of customer experience, revenue and cost improvements.
SSA
Solutions offers consulting services in operational modeling and workforce
management, helping clients find the best approach to quick and optimal
decision making to improve team performance, employee satisfaction, training,
and customer service delivery. Their clients include leading companies in the
finance, telecom, service, insurance, media and retail industries.
“We
at SSA work with customers on a daily basis to optimize their workforce
processes as well as their tool usage. We believe that with Intradiem we can
provide a complete solution to the customer that automates a lot of the tasks
within a customer contact center. We complement Intradiem with our
customer-focused approach and best practice knowledge, allowing us to drive
efficiencies resulting in a better customer experience.” Isabelle Côté,
President of SSA Solutions.
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Intradiem and stay up-to-date on news and the availability of new educational
resources, read the Intradiem
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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