Intradiem featured in annual DMG Consulting workforce management report

Intraday management technology evaluated as integral part of workforce management

Atlanta, GA (May 29, 2013) – Intradiem, the leading provider of intraday management solutions, announces its inclusion in the sixth annual industry report, 2013 - 2014 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.

The distinguished contact center workforce management report covers the changing landscape of the workforce management market, trends impacting these changes as well as the next-gen workforce and intraday management solutions available today.

DMG’s Workforce Management Market Report covers vendor, product, functional, technical and pricing information, industry best practices, and market trends such as: the increasing need for workforce management solutions in the back-office and branches; how social media is driving the need for multi-channel WFM support; and the impact of the millennial generation who expect a work-life balance.

“Changing market dynamics and customer needs are driving innovation in the contact center workforce management market,” said Donna Fluss, president of DMG. “End users expect more from WFM solutions than they did in the past. They want WFM solutions that do a better job automating intraday management in order to better use idle agent time; they want effective multi-channel WFM solutions that allow agents to seamlessly move between channels; they want WFM solutions that help them meet the demands of millenials; and they need WFM solutions to help them optimize the performance of back-office and branch operating environments.”

In the report, DMG discusses emerging intraday management technologies that complement WFM solutions. The report also highlights intraday management as a component that is missing from traditional WFM technologies. Intradiem is one of eleven companies covered in this comprehensive report.

“Manual intraday management has long been a challenge in the contact center as the fluctuations are typically known, but their timing isn’t – creating a tremendous amount of inefficiency,” said Matt McConnell, Intradiem’s chief executive officer. “DMG’s coverage of the intraday management category provides valuable insight for contact centers as they evaluate their plans to deal with an issue that can have a 20 percent impact on operating costs.”

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