#contactcenterworld, @intradiem, @Frost_Sullivan
San Antonio, TX, USA, Nov. 29, 2022 -- Based on its recent analysis of the workforce engagement and intelligent automation industry, Frost & Sullivan recognizes Intradiem with the 2022 Product Leadership Award for empowering customer experience (CX) teams with intelligent automation solutions that boost productivity.
Intradiem software greatly enhances agent satisfaction, productivity, and performance by monitoring factors affecting agent availability and aiding when agents are challenged. Intradiem's software integrates with existing workforce management (WFM) solutions and connects with a wide range of other core elements of CX technology from vendors in the industry, delivering key automation tools to the marketplace.
Additionally, Intradiem benefits extend to the back office, as it has developed its offerings to enable real-time monitoring of the status of each back-office employee's work to set up immediate adjustments according to pre-defined rules.
"Intradiem does an admirable job of specifying and promoting use cases, which align well with how contact center managers understand their operational challenges and enable them to appreciate the benefits of the platform," said Alexander Michael, vice president of the information and communication technology business unit at Frost & Sullivan. "Frost & Sullivan is impressed by how Intradiem articulates its value proposition and the brilliance of its many use cases that address the significant operational challenges that CX teams face daily."
"Despite its impressive 2022 performance, Intradiem is still only scratching the surface. The overwhelming majority of contact centers do not harness intelligent automation to replace reactive processes with automated ones and deliver real-time, consistent support to agents. Several upcoming Intradiem innovations will strengthen its growth potential further," noted Michael. "Almost 300,000 agents benefit from the Intradiem platform every day. Notably, three of the 10 largest US banks, all the top five health insurance providers in the United States, and 15 of the top 80 Fortune 500 companies deploy the solution. Intradiem enjoys many customer referrals, with a significant portion of its revenue growth coming from increasing its business with existing customers."
Each year, Frost & Sullivan presents this award to the company that has developed a product with innovative features and functionality that is gaining rapid market acceptance. The award recognizes the quality of the solution and the customer value enhancements it enables.
Frost & Sullivan Best Practices awards recognize companies in various regional and global markets for demonstrating outstanding achievement and superior performance in leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analyses, and extensive secondary research to identify best practices in the industry.
Posted by Veronica Silva Cusi, news correspondent
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 Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Thursday, December 1, 2022
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