Workforce Management Featured Article
Aspect, Intradiem Introduce Partnership
Every aspect of contact center matters. From location and facilities, to manpower and technology in place, each cog in the wheel of customer service play an integral role in over exceeding expatiations and building a long term and loyal customer base.
Intradiem and Aspect Software announced a co-marketing partnership that brings together robust WFO and real time automation for enterprise contact centers.
“We’re proud to have been selected by Aspect (News - Alert) 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.”
Specifically speaking, Intradiem will offer its solution as a value-add for those using Aspect WFM. Aspect WFM users would have the opportunity to take advantage of automation for scheduling, like for agent breaks and lunches – adjusting for conditions in the contact center. In addition, the pairing introduces targeted, real time training as well as real time coaching matching agents with available managers.
“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 (News - Alert), 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.”
There are no points for second place in customer service. It is always easier to keep customers than bring aboard new customers. What WFM is in your contact center?
Edited by Maurice Nagle
