News : eg solutions and Intradiem Partner
Atlanta, GA, March, 2014 -- Intradiem, a provider of intraday management solutions, and eg solutions plc, a global back office optimisation software company, announce their strategic partnership, which strengthens the workforce optimisation market.
Intradiem’s patented intraday management technology is integrated into the eg operational intelligence(R) suite. Intradiem’s software identifies spare capacity in call centres in real time. This data is then utilised by the eg operational intelligence(R) suite to deliver back office work to agents based on their skills and availability, ensuring that work is completed within service level agreements.
"There is growing demand for blended solutions and our integration with Intradiem enables us to provide a significant enhancement to traditional WFO software," said Elizabeth Gooch, chief executive officer of eg solutions. "In addition to eg's strategic partnership with Aspect Inc., this partnership enables us to extend our footprint into the front office with a unique offering."
"The integration of our intraday management technology with eg’s operational intelligence software allows companies to create a truly blended environment," said Matt McConnell, Intradiem’s chief executive officer. "When the front office and back office become ‘one office,’ companies can deliver a superior customer experience, giving them a significant advantage over their competition."
Posted by Veronica Silva Cusi, news correspondent
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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.
About eg Solutions:
eg - an operations management software company - delivers guaranteed improvements in operational performance through use of the eg operational intelligence software suite.
Published: Wednesday, March 12, 2014