Aspect & Intradiem Partner to Enhance Contact Centre WFM Solutions

Aspect Software and Intradiem Team to Enhance Contact Centre Workforce Management Solutions

Aspect Software, have announced a co-marketing partnership with Intradiem, the leader in real-time workforce automation solutions. The partnership will pair best-of-breed workforce optimisation with best of breed real-time automation for enterprise customers operating the world’s largest contact centres.

Michael Harris, Aspect CMO, said,

“We are delighted to be partnering with Intradiem to provide enhanced automation to our customer base, centred around training, coaching and other real-time processes,”

Intradiem is the clear market leader in real-time contact centre automation and their cloud-based solution is a very good fit for our enterprise customers with contact centres as large as 50,000 live agents.”

Under the terms of the agreement, Aspect will market the Intradiem solution to its large installed base of contact centre customers. Intradiem provides its solution as an add-on to the Aspect WFM platform. These core capabilities include:

– Targeted, real-time delivery of training content during idle time

– Real-Time coaching sessions by matching agent and manager availability

– Automated adjustment of agent breaks and lunches based on real-time conditions

– Automated schedule exception write backs to Aspect WFM

Matt McConnell, Intradiem, CEO, commented,

“We’re proud to have been selected by Aspect to provide its customers with contact centre automation technology that complements their workforce optimisation solutions. Intradiem’s solution is used by many Aspect customers today to deliver significant cost savings and we’re excited about expanding the relationship to create more value for Aspect’s customers,”

“No other competitive WFM solution offers the breadth of automation as the combination of our two software technologies.”


Additional Information

Intradiem is the only workforce automation solution that delivers guaranteed results while improving both agent engagement and the customer experience. Our powerful technology acts as an automated manager for the contact centre with rules triggered in real-time by actual centre conditions. We power over 1 billion automated actions annually and have saved our customers over $160 million in the past 2 years.

For additional information on Intradiem visit their Website

Aspect is on a mission to simplify and improve customer engagement. Our enterprise software is used by millions of conmtact centre agents every year and supports billions of consumer interactions around the world. Our best-of-breed contact centre and workforce optimization applications help companies keep agents engaged while providing exceptional customer service experiences. Our flexible, highly scalable solutions for self-service and live interaction management and workforce optimization are available on-premises or in any hosted, private or public cloud environment.

For additional information on Aspect visit their Website or view their Company Profile