#contactcenterworld, @intradiem
Atlanta, GA, USA, May 10, 2023 - Intradiem, a provider of intelligent automation solutions for contact centre and back-office customer service teams, has been awarded a patent by the UK Intellectual Property Office for its invention of technology to capture data generated by contact centre operations and leverage it to trigger automated responses to fluctuating conditions. This UK patent adds to Intradiem’s growing portfolio of protected technologies in the U.S.
Contact centres use multiple technology systems to manage a range of processes, including agent scheduling, distribution of incoming inquiries, monitoring of agent-customer interactions, after-call admin work, provision of training and other development tasks, schedule adherence for breaks and end-of-shift transitions, and other tasks.
Massive operational complexity is driven by the fact that customer inquiries arrive via multiple channels (phone, Web, chat, email, social media), concurrent agent teams may number in the tens of thousands and be geographically dispersed, and all those data-generating technology systems are unable to communicate with each other. Traditionally, corrective adjustments to constantly recurring imbalances and logjams are performed manually by workforce managers or administrators.
The new patent protects Intradiem’s ability to capture data and provide enhanced controls to maintain compliance with strict data storage requirements in various markets. "This patent highlights Intradiem’s unique ability to manage data and streamline the efficiency of responses to shifting conditions across the contact centre," said Intradiem CEO, Matt McConnell. "It also signals our commitment to protecting our proprietary technologies and generating maximum value for our customers and partners."
#contactcenterworld, @intradiem
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About Intradiem:
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: Thursday, May 11, 2023
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