Contact Center Solutions Featured Article

NICE inContact Names Newest DEVone Member, Intradiem

September 22, 2017

In the world of workforce management (WFM), the name of the game is agent engagement and performance. An engaged customer service agent is a happy customer service agent, plain and simple. A key ingredient in enabling engagement is streamlined operations, and an infrastructure capable of supporting the omnichannel needs of the modern customer.

Continuing to expand its DEVone developer program and CXexchange marketplace, NICE inContact announced the newest member to both: Intradiem. Now, the Intradiem real-time Intraday Automation platform is available in the CXexchange, and works as a natural extension to CXone Workforce Optimization suite to improve agent engagement, performance and reduce cost.

“Intradiem is excited for this partnership with NICE and inContact and being part of CXexchange,” said Matt McConnell, CEO for Intradiem. “Our solution helps contact centers reduce costs and combined with CXone provides contact centers a complete infrastructure.”

With the real-time Intraday Automation Platform in place, users gain access to various real-time automation use cases; it provides scheduling flexibility to agents; by streamlining and automating agents can be more productive, and cost is reduced.

“To streamline contact center operations, companies need real-time data," said Paul Jarman, CEO of inContact. “Intraday automation and workforce optimization enhancements help them achieve real improvements that help them meet their business goals. We welcome Intradiem as part of the CXexchange marketplace.”

NICE inContact is a major player in WFM space, with what feels like an ever-expanding presence. No longer are workforce management and workforce optimization optional, today’s customer is more demanding of companies today than at any point in time. It’s vital to ensure the contact center armed properly for the task at hand.

What WFM do you use for your contact center?

Edited by Mandi Nowitz