Workforce Management Featured Article
CallMiner, Intradiem Announce Partnership
The contact center is evolving, constantly – pandemic or not! The frontlines of customer service have an armory of innovation to lean on today, paving the way for the future of work. Two of the most impactful technology tools in the contact center arsenal are AI and automation, and this week we are witness to the two coming together.
Intradiem and CallMiner announced a partnership to bring together leading contact center technologies to enhance customer satisfaction and agent quality management.
“CallMiner’s (News - Alert) ability to reveal insight from every interaction empowers organizations with behavioral intelligence that compels action with confidence”, said Paul Bernard, president and CEO of CallMiner.
Contact centers deploying the joint solution can offer real-time agent and supervisor alerts when agents stray from the script or act out of compliance; management can easily pinpoint which agents need training based on behavior and via automation will deliver agent knowledge support relevant to conversational topics.
“Intradiem’s real-time workforce automation platform paired with CallMiner’s behavioral analytics enables customers to take immediate action on insights,” said Matt McConnell, CEO of Intradiem.
The pandemic has put added pressure on companies to strengthen engagement capabilities. Each interaction offers the opportunity for a company to shine, and work toward long term customer loyalty. Supporting these efforts with robust contact center solutions goes a long way in making the contact center shine like the top of the Chrysler Building.
What’s in your contact center?
Edited by Maurice Nagle
