Intradiem’s intraday management software integrates with Aspect Software’s workforce optimization platform

Integration helps to transform available time into productive time for agents

Atlanta, GA (February 28, 2013) – Intradiem, the leading provider of intraday management solutions, announced its integration with Aspect Software’s workforce optimization platform. Intradiem enables call centers to utilize unproductive idle time to increase agent productivity and performance.

By integrating with Aspect’s workforce optimization platform, Intradiem aggregates a center’s collective idle time to “find” meaningful chunks of time for agents to complete activities that would otherwise require scheduled time away from handling calls. Agents can use these sessions to complete a personalized and prioritized list of activities designed to improve their performance including coaching, training or back-office work.

“Aspect’s workforce optimization platform easily integrates with other leading contact center technologies like Intradiem to provide our customers with a total solution centered on our collective goal of making agents more productive and effective,” said Serge Hyppolite, vice president, product management, Aspect. “Aspect allows agents to manage their own schedules within a pre-defined set of rules that ensure customer commitments are maintained. Now, with the integration with Intradiem, agents will be able to use otherwise unproductive idle time to complete activities designed to improve their performance.”

Intradiem works with Aspect’s workforce optimization platform and a center’s automatic call distributor (ACD) to dynamically respond to call volume eliminating the need to “hard-schedule” many off-phone activities. Intradiem imports agent schedules ensuring task sessions are delivered only during acceptable time periods and do not conflict with scheduled activities such as lunch, break or end of shift.  When Intradiem finds time and delivers sessions, changes to the schedule are written back to Aspect’s workforce optimization platform to prevent adherence issues.

Customers leverage the combined solution for many purposes; from driving specific KPI improvements to streamlining administrative tasks. Examples include:

• One customer increased throughput of training delivery by 400 percent, compared to manually scheduled sessions
• Another customer lifted First Call Resolution rates from 63 percent to 70 percent
• A customer implemented sessions to proactively reset application passwords and decreased IT help desk tickets by 70 percent

“The average agent spends an incredible 17 hours each month sitting at their desk, waiting for the next call to come in,” said Matt McConnell, chief executive officer of Intradiem. “By integrating with Aspect’s workforce optimization platform, Intradiem enables Aspect’s customers to find as much as 49 more minutes a day for agents to complete activities that ultimately make them better at their jobs. The result is a more efficient agent workforce that can provide an even higher level of customer service.”

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