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News : Intradiem Recognized by Frost & Sullivan for Its Superior Automation Solutions in the Workforce Engagement

#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.

#contactcenterworld, @intradiem, @Frost_Sullivan

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Intradiem:
Company LogoIntradiem 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.
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About Frost & Sullivan:
Company LogoFrost & 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?
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Motivation & Charity Work

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Published: Thursday, December 1, 2022

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2024 Buyers Guide Customer Experience (CX)

 
1.) 
Alvaria

Alvaria CXP
Alvaria CXP empowers enterprises to deploy contact center & customer self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach. CXP Pro speeds up time-to-market, lowers customer service cost, lowers average handling time (AHT), frees agents from repetitive tasks, improves the customer experience through 24/7 availability, and increases first contact resolution (FCR). Deploy on-premise or in the cloud.

2.) 
ARC Quality Solutions

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)

3.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

4.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

5.) 
Creative Virtual

V-Person™
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.

V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
(read more)

6.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.

7.) 
Hootsuite

Sparkcentral’s cloud based contact center platform provides a SaaS solution that enables your human and virtual (BOT) customer service teams small, medium or large to jointly deliver SLA based Customer Service on popular asynchronous messaging channels like WhatsApp, WeChat, In-App, In-Web, Twitter, Facebook, Instagram ... making engagement with your brand frictionless for your valued digital clients or prospects !!!

8.) 
MFE International

Oracle Digital Assistant, Oracle Intelligent Advisor, Oracle Service Cloud
Oracle Digital Assistant is the next generation, No code Chatbot. The NLP engines that power today’s traditional messaging-based channels lack the ability to handle highly expressive sentences Vastly different from traditional Chatbots, NLP engines that require more sophistication than the simple intent classification and slot-filling engines available today. together with Oracle Intelligent Advisor and Oracle Service Cloud, it empowers tomorrow's customer experience today.

9.) 
Nteraction

Nteraction
Nteraction is the world’s first engagement platform that empowers your call and contact center teams to intelligently engage your audience with relevant multi-modal, multimedia, hyper-personalized, custom-curated content. Nteraction enables your team to Gather multimedia content from any location; Create engaging stories using that multimedia content with zero coding; Share those stories with call center contacts; Learn their level of interest in the products or services, in real-time, through built-in cookie-less analytics; and Automate and streamline follow-up using the optional Artificial Intelligence module. For Call Center Teams: Leverage and share multi-lingual, multimedia content to c...
(read more)

10.) 
OutPLEX

Call Center Services
OutPLEX offers a full suite of omnichannel solutions to provide CXaaS to your customers. From traditional voice solutions to the latest in messaging and automation technologies, our engagement experts combine high tech with a human touch to provide seamless experiences resulting in the highest customer satisfaction across the industry.

11.) 
Pointel

Genesys Cloud Adapter for Oracle CX Cloud
Oracle CX Cloud customers utilizing Oracle Cloud Marketing, Sales, Service, Social and CRM SaaS applications, who also rely upon Genesys for contact center solutions, can conveniently conjoin these systems by implementing the Pointel Adapter.

Agents can engage customers across telephony and digital channels to dramatically improve sales, customer retention and brand value with the Genesys Cloud Adapter for Oracle CX Cloud.

The Genesys Cloud Adapter for Oracle CX Cloud unifies business systems, synchronizes inbound customer data and augments it with information, including last interactions and interests, as contact between agents and customers aren’t just interactions—they’re solutions...
(read more)

12.) 
Vads

One Stop Solutions Customer Experience
Customer Experience Solutions with :

- Inbound Contact Center : Our Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales such as Customer Service, Walk in Center, and Service Desk.

- Outbound Contact Center : Outbound call center is designed for call...
(read more)

13.) 
Sabio

Digital Customer Experience (CX) Transformation Consultancy and Integration Specialists
At Sabio Group, we believe that customer experience (CX) should be brilliant.

That's why we deliver solutions and services that seamlessly combine digital and human interactions to support outstanding CX.

Through our own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Microsoft, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.

14.) 
Vion Consulting

Autonom8 BPM Platform
Autonom8 (A8) Platform is an AI driven customer journey automation platform that is essentially low-code, uses a BPM Studio to design and automate the process flows. A8 as a platform, unifies all customer interaction points across any channel into a single interaction flow. This helps in delivering more effective service to the customer, resolve their queries faster, make the interactions crisper and more informative. This effectively helps drive better CX.
From the enterprises' point of view, the A8 platform helps do the above on a "pay per transaction" model, involves Zero infrastructure cost, no upgrades, no licenses, no AMCs. So it is very economical solution compared to the benefits it...
(read more)

15.) 
Vistio

Vistio is a contact center technology solution that uses next-best-action guidance and automation to help agents confidently provide quick and accurate resolution to customer inquiries, simplifying the agent’s job and reducing the guesswork and stress of handling customer calls. The result is specific and measurable improvements in your KPIs in just 90 days.

16.) 
World Connection

World Connection is a provider of contact center services and solutions, including customer service, sales, technical support, back office, and consulting.

Supporting our clients is our what we live for. With a team of professionals on staff, we are dedicated to giving you timely and expert assistance. Our client support team receives continuous education on the latest services, technologies, procedures and analytical tools.

Our mission is to provide you with prompt and professional strategies that meet your needs, so you can focus on achieving your operational objectives.
 

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