Intradiem provides automation solutions for operations managers in contact centers, addressing the inherent conflict between optimizing customer service delivery and minimizing costs. The software helps manage the complex demands of operations, employees, and customers by automatically adjusting schedules and resources in response to shifting demand. It identifies opportunities for agent training and professional development, ensuring that customer issues are resolved efficiently and agents feel valued. By matching agent supply with customer demand in real-time, Intradiem reduces customer wait times and frustration. The platform automates the scheduling and rescheduling of breaks and training sessions, enabling ops teams to respond quickly to service-level requirements without incurring unnecessary costs from idle agents. Key benefits include increased agent productivity and improved administrative efficiency, allowing organizations to do more with less.

Features & Benefits

• Automated Staffing Adjustments: Responds to shifting demand with rapid, automatic schedule and resource adjustments to match supply with demand.
• On-Demand Training and Coaching Delivery: Delivers training and coaching sessions directly to agents' desktops when service-level demands can accommodate it, with automatic schedule updates.
• Streamlined Workforce Communications: Finds appropriate moments during the shift to deliver work updates, system incident communications, or off-phone tasks to agents.
• Cost Optimization: Reduces overstaffing costs by using real-time net staffing data and minimizes idle agent time.