<pIntradiem, a provider of intraday management solutions, and IP Consulting, a division of contact center solutions specialists IP Integration Ltd, have partnered to improve contact center productivity, agent performance, and the customer experience for European-based organizations.
This partnership enables IP Consulting to promote and market Intradiem's intraday management technology as an integral part of their contact center optimization services.
Intradiem integrates with contact center ACD and WFM tools to maximize resources. When call volume lulls, business rules automate the activities of idle agents by deploying prioritized improvement activities or back-office work. If another channel, such as social media, is overloaded, business rules can proactively address this unbalance and shift a group of agents to handle these inquiries. Another capability is to quickly offer voluntary time off to a specific group of agents to help save in labor costs when overstaffed.
"Many contact center organizations already leverage intraday management technology to find new areas where improvements and efficiencies can be layered into their operations," said Matt McConnell, CEO of Intradiem, in a statement. "By partnering with IP Consulting we can expand our reach and help more companies realize the potential of intraday management for creating agile workforces."
"By partnering with IP Consulting, we can greatly reduce customers' contact center staffing costs," said David Marshall, Intradiem U.K. country manager, in a statement. "These savings can either be banked as operational savings, or the additional agent capacity can be utilized to handle more calls with less agents or to complete more off-phone activities such as training, coaching, communications or even back-office processing."