Intradiem, a provider of intraday management solutions, announced its integration with Aspect Software's workforce optimization platform.
By integrating with Aspect's workforce optimization platform, Intradiem aggregates a center's collective idle time to find meaningful chunks of time for agents to complete activities that would otherwise require scheduled time away from handling calls. Agents can use these sessions to complete personalized and prioritized lists of activities designed to improve their performance, including coaching, training, or back-office work.
Intradiem works with Aspect's workforce optimization platform and a center's automatic call distributor (ACD) to dynamically respond to call volume, eliminating the need to "hard-schedule" many off-phone activities. Intradiem imports agent schedules ensuring task sessions are delivered only during acceptable time periods and do not conflict with scheduled activities such as lunch, break or end of shift. When Intrad iem finds time and delivers sessions, changes to the schedule are written back to Aspect's workforce optimization platform to prevent adherence issues.
"Aspect's workforce optimization platform easily integrates with other leading contact center technologies like Intradiem to provide our customers with a total solution centered on our collective goal of making agents more productive and effective," said Serge Hyppolite, vice president of product management at Aspect, in a statement. "Aspect allows agents to manage their own schedules within a pre-defined set of rules that ensure customer commitments are maintained. Now, with the integration with Intradiem, agents will be able to use otherwise unproductive idle time to complete activities designed to improve their performance."
"The average agent spends an incredible 17 hours each month sitting at their desk, waiting for the next call to come in," said Matt McConnell, CEO of Intradiem, in the statement. "By integrating with Aspect's workforce optimization platform, Intradiem enables Aspect's custome rs to find as much as 49 more minutes a day for agents to complete activities that ultimately make them better at their jobs. The result is a more efficient agent workforce that can provide an even higher level of customer service."