Contact Center Solutions Featured Article

Intradie Unveils Intradiem 9.0

January 28, 2013

What do contact center agents do in their free time? According to reports, a contact center agent has 49 minutes between the calls every day and this amounts to 5 weeks of paid, unproductive vacation.

Helping companies to make better use of this idle time, intraday management solutions provider Intradiem has unveiled Intradiem 9.0. According to the company, Intradiem 9.0 helps users to come up with a set of rules to easily administer intraday tasks.

Intradiem 9.0 helps users to monitor the number of calls made. It also helps to send personalized activities straight to agents’ PCs. The task indexing and management feature provided in this updated version is simple to use and it allows the users to deliver sophisticated sequences. Apart from this, they can connect to any data source to provide integrated task management, the company has stated.

Intradiem helps employers to utilize the idle time of agents more effectively. The company calls this, ‘Active Wait time,’ where Intradiem 9.0 helps agents to prioritize their activities and increase profitability.

“The launch of 9.0 gives our customers the ability to develop the business reflexes that will drive improvement in employee productivity, company profitability and customer experience,” said Matt McConnell, Intradiem’s chief executive officer. “This technology is flexible enough to allow our customers to innovate and come up with the recipes that are right for their unique situations. For example, they can send back-office tasks to agents during downtime, provide extra time to review materials before a weekly meeting or set aside time to complete administrative tasks.”

Until recently, the company was known as Knowlagent. The company changed its name to Intradiem in January 2013 as the company’s started providing more products than before. The company felt that a new name was required to reflect its increased product offerings.




Edited by Carlos Olivera

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!