Support Remote Agents and Ensure Compliance with an Intelligent Assistant

Intelligent Automation is a great way to provide your staff with the help and assistance they need to provide the best service they can to your customers. Automation can make the most out of idle time by sending activities directly to agent desktops. Automation integrates with your ACD and WFM tool to monitor contact centre metrics to determine and deliver training during the most optimal time. Using predetermined business rules, Intradiem’s real-time automation solution prompts agents to work on their prioritised list of tasks. Examples include: 1:1 coaching, personalised training, time to read company updates or responding to emails. Keep your staff engaged and reduce shrinkage costs!

According to the 2021 ICMI State of Workforce Management report, the biggest scheduling challenge that workforce planners have is managing and responding to real time schedule changes. Of all the manual processes which they would like to automate, 59% said they would most like to be able to move agents from one skill or channel to another based on volume, 45% wanted to automate making agent schedule adjustments in real time and 38% would like to make agent schedule updates based on volume or agent changes (respondents could select more than one option). Intradiem’s Intelligent Automation connects to both your ACD and your workforce management systems to understand what is happening in your queues and what changes need to happen in your workforce management system making it possible to automate all of the above scenarios.