Westford, MA, USA, Oct, 2019 -- Aspect Software, a provider of enterprise contact center and workforce optimization software, announces a co-marketing partnership with Intradiem, a provider in real-time workforce automation solutions. The partnership will pair workforce optimization with real-time automation for enterprise customers operating the world’s largest contact centers.
"We are delighted to be partnering with Intradiem to provide enhanced automation to our customer base, centered around training, coaching and other real-time processes," said Michael Harris, Aspect CMO. "Intradiem is the clear market leader in real-time contact center automation and their cloud-based solution is a very good fit for our enterprise customers with contact centers as large as 50,000 live agents."
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Under the terms of the agreement, Aspect will market the Intradiem solution to its installed base of contact center customers. Intradiem provides its solution as an add-on to the Aspect WFM platform.
"We’re proud to have been selected by Aspect to provide its customers with contact center automation technology that complements their workforce optimization 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," said Matt McConnell, Intradiem, CEO. "No other competitive WFM solution offers the breadth of automation as the combination of our two software technologies."
Posted by Veronica Silva Cusi, news correspondent
About Aspect Software:
Aspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud and on-premises products are used by millions of agents every year – supporting billions of consumer interactions. Aspect provides flexible, reliable,comprehensive solutions for all areas of customer interaction and workforce management including inbound (automatic call distribution/ACD), outbound (auto dialing, predictive dialing and more options), interactive voice response/IVR, self-service through chatbots, workforce optimization (workforce management, quality management, performance management) and speech analytics. Leveraging a worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.
Intradiem is a complete Intraday Automation solution provider for frontline workforces including Contact Center, Back Office and Retail. The SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline workforce that can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost. Over 250,000 frontline workers use Intradiem's solution every day.
Published: Wednesday, October 16, 2019
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Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.