Call Design will incorporate Intradiem's intraday management technology into its workforce optimization suite.
Posted Feb 20, 2014
Intradiem, a provider of intraday management solutions, and Call Design have partnered to improve contact center productivity, agent performance, and the customer experience by leveraging both intraday management and workforce optimization technologies.
This partnership enables Call Design to promote and market Intradiem's intraday management technology as an integral part of its Workforce Optimization services suite.
"Many contact center organizations are looking for innovative technologies to find new areas where improvements and efficiencies can be layered into their operations to elevate their customer experience initiatives," said Matt McConnell, CEO of Intradiem, in a statement. "By partnering with undoubted industry leaders, Call Design, we will expand our reach and help more companies realize the potential of intraday management for creating agile workforces, giving them a competitive edge in the marketplace."
Call Design's ability to apply workforce management, analytics, and now Intradiem's intraday management technology will create benefits to organizations that could provide productivity gains in excess of 25 percent per year.
"Call Design's business model is simple: It's about our people," says Michelle Gaffney, director of sales and marketing at Call Design, in a statement. "The addition of Intradiem to our optimization suite means we continue to add the best products in the market that will enable our staff to continuously improve and optimize our customers' workforce and processes. That is always our goal."