Contact Center Solutions Featured Article

Intradiem Integrates with Aspect's Workforce Optimization Platform

February 25, 2013

Intradiem, a provider of intraday management solutions for contact centers, is all set to integrate with Aspect (News - Alert) Software's workforce optimization platform. Aspect Software is a global provider of enterprise workforce optimization solutions that also include customer contact.

Integrating with Aspect's workforce optimization platform, Intradiem plans to aggregate collective idle time and enable agents to participate in activities designed to improve their performance during this period. These activities include training, coaching or other back-office work which would otherwise require time away from their desks and phones.

With Aspect’s workforce optimization platform, agent schedules are meticulously scanned so that they do not interfere with scheduled activities such as end of shifts and lunch breaks. Activities and task sessions scheduled for agents are delivered only during acceptable time periods by Intradiem. Changes are duly noted to Aspect's workforce optimization platform so that the flow is maintained and task sessions are reassigned if required.

"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 of product management at 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."

"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 thus optimizes productivity and helps in making the best use of agents’ available time.




Edited by Brooke Neuman

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