• February 19, 2015

Intradiem Partners with SSA Solutions

Intradiem, a provider of intraday automation solutions to call centers, back office, retail, mobile, and other frontline workforces, has forged a strategic partnership with SSA Solutions, a contact center consulting firm specializing in workforce management and operational modeling. The partnership brings together SSA Solutions' expertise with Intradiem's real-time intraday automation solution.

"The contact center is responsible for providing a customer experience that builds brand loyalty, so it has a direct effect on revenue growth," said Matt McConnell, Intradiem's CEO, in a statement. "Companies have been collecting customer information for years and now need help using that data to modernize and improve their frontline operations. Through partnerships with industry leaders like SSA, we are able to streamline and automate critical call center processes so that agents can deliver an outstanding customer experience with every interaction."

Intraday Automation's technology integrates disparate systems and triggers actions for customer-facing workforces. By monitoring changing business conditions, this tool lets companies manage staffing levels, balancing interaction channels, leveraging idle time for ancillary work, and automating adherence management.

"We at SSA work with customers on a daily basis to optimize their workforce processes as well as their tool usage. We believe that with Intradiem we can provide a complete solution to the customer that automates a lot of the tasks within a customer contact center. We complement Intradiem with our customer-focused approach and best practice knowledge, allowing us to drive efficiencies resulting in a better customer experience," said Isabelle Côté, president of SSA Solutions, in a statement.

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