Real-Time Management Automation

Managing a contact centre comes with its share of complexities. From fluctuating contact volumes, inefficient resource allocation, staff burnout and escalating operational costs are all challenges that effect performance. Traditional workforce management systems often fall short when it comes to real-time responsiveness, leaving gaps that impact both employee productivity and customer satisfaction.

This is where Intradiem is a game-changer, providing real-time automation that continuously analyses operational data to predict workload fluctuations and dynamically adjusting schedules to meet demand.

Intradiem integrates seamlessly with your existing workforce management (WFM) and contact centre platforms, creating a cohesive ecosystem where data flows effortlessly across systems. Imagine if you could help your staff before problems escalate.  By continuously monitoring queues, talk time and hold time in real-time, Intradiem identifies when thresholds are exceeded then acts.  Staff are prompted with timely, targeted offers of support or an additional wellness break, giving them exactly what they need, at the time they need it. The result? Faster resolutions, less customer frustration, and staff who feel supported.

Key Features:

• Intraday Automation: Processes time sensitive data and takes real time actions based on actual conditions.
• Intelligent Task Management: Automates administrative tasks, freeing up agents for higher-value interactions.
• Proactive Workload Balancing: Identifies and addresses workload imbalances before they impact customer service.
• Real-Time Alerts & Insights: Provides managers with actionable data to make informed decisions on the fly.

Benefits:

• Reduced Operational Costs: Optimise staffing levels and resource allocation without overstaffing.
• Improved Agent Utilisation: Increase agent productivity by automating low-value tasks.
• Enhanced Customer Satisfaction: Reduce wait times and ensure consistent service quality.
• Boosted Employee Engagement: Minimise burnout by balancing workloads and providing timely support.