February 16, 2017
Leaders deepen enterprise-class experience and capabilities
January 24, 2017
Momentum fueled by enterprise contact center adoption of automation
September 15, 2016
Veteran technology leader has a track record of scaling SaaS companies.
May 23, 2016
Forefront is a series of exclusive events convening the best minds in workforce and operations management who are defining the future of the industry.
March 24, 2016
Visionary white paper by DMG Consulting calls for revolutionary workforce model changes.
November 17, 2015
Intradiem announces our latest solution, Intraday Coaching, that dramatically improves contact center agent engagement and development.
November 10, 2015
Intradiem continued its rapid growth trajectory into the fourth quarter, including securing an additional round of funding led by JMI Equity.
August 26, 2015
As a result of exponential growth in its European operations, Intradiem is continuing its investment in the EMEA marketplace with the addition of local personnel and other resources focused on channel and customer development as well as customer support.
August 12, 2015
Intradiem has named Bob Fletcher, a contact center operations, management and consulting veteran, as vice president of global solutions consulting to lead the company’s business process outsourcing (BPO) practice.
August 5, 2015
Intradiem has formed a strategic partnership with OpenSpan, Inc., a global provider of worker optimization, activity management and automation solutions, extending Intradiem’s capabilities to leverage agent- and employee-level data to help organizations create enterprise-wide, real-time frontline workforces that span the contact center and back office.
July 23, 2015
Intradiem announced the release of its Intraday Automation mobile application solution, extending the value and capabilities of its Intraday Automation solution for both workforce managers and agents.
May 7, 2015
Intradiem announced that it has secured new funding from JMI Equity, a growth equity firm focused on investing in leading software and services companies. Affiliates of MK Capital, Intradiem’s previous principal financier, also participated in the new funding.
March 31, 2015
Intradiem is honored to announce its recognition by The Atlanta Journal-Constitution (AJC) as a Top Workplace within the “Top 75 Small Businesses” category.
February 25, 2015
Intradiem and Harte Hanks, one of the world’s leading customer experience management organizations, will lead a joint presentation entitled “Strategic Workforce Transformation - A Roadmap for the Future” at this week’s Argyle Executive Forum 2015 Customer Care Leadership Forum in Dallas that will educate attendees on how improving the customer experience can be accomplished while reducing costs.
August 20, 2014
Intradiem announces the newest members of its “Real-time Frontline” thought leadership panel, as well as recognizes returning veterans, who partner with Intradiem to provide tips and best practices for maximizing intraday automation in the contact center as well as the customer experience and agent performance.
August 7, 2014
Intradiem CEO Matt McConnell is featured in Call Center IQ’s (CCIQ) executive report on call center performance, which cites customer satisfaction as the call center’s primary objective in today’s customer-centric landscape.
August 4, 2014
McConnell continues: “It’s all driven by this intense focus on the customer experience,” says McConnell. “Driven by the Apples and Zappos of the world, there is an expectation on the part of consumers that a high quality of service can now be delivered. Because of that, it is responsible for determining market share.”
June 24, 2014
Intradiem has announced that it has added customer experience pioneer Larry Freed and corporate veteran Timothy Mann, Jr. to its board of directors.
June 18, 2014
Intradiem has issued a review of the top customer experience challenges in the cable industry. As competition has increased over the past five years, customer service has emerged as a key competitive differentiator. Contact center leaders in this new era who can overcome these challenges will drive competitive advantage and deliver an improved customer experience.
June 12, 2014
Intradiem announces that it will will host a free webinar on Tuesday, June 17, 2014, at 2 p.m. EDT titled “Preventing the Accidental Customer Experience.” The webinar will share best practices on how contact centers can proactively and intentionally design and manage the customer experience.
June 10, 2014
Intradiem is making available a new report by the Aberdeen Group that cites intraday management technology as a critical component of workforce optimization (WFO) success. It also ranks improving the customer experience as the top objective driving contact center WFO programs.
May 29, 2014
Intradiem issues a review of the top customer experience challenges in the energy and utilities industries. Contact center leaders in these industries who can overcome these challenges will drive performance improvements and ultimately increase competitive advantage.
May 28, 2014
Intradiem announced that it has named Jin Huang as the company’s new chief technology officer. In this role, Jin will be responsible for the architecture, engineering and quality assurance of Intradiem’s solution.
May 13, 2014
Intradiem will host a free webinar on Tuesday, May 13, 2014, at 2 p.m. EDT. The webinar, “No Excuses: Prioritize Real-Time Monitoring and Coaching,” will provide information regarding how to leverage real-time coaching and monitoring to improve agent engagement, as well as the customer experience.
May 6, 2014
Intradiem is gearing up for High Tech Ministries’ 2014 Spring Serve@Work program with a series of projects at a local shelter for women and children May 6-8, 2014.
April 29, 2014
Intradiem is featured in the seventh annual Contact Center Workforce Management Market Report, published by DMG Consulting LLC, the leading provider of contact center, back office and real-time analytics market research and consulting services.
April 23, 2014
Intradiem will join senior executives from around the world this spring to share innovations and research around improving the customer experience.
April 9, 2014
Intradiem issues a review of the upcoming top customer experience challenges of the insurance services industry. Property and casualty contact center leaders that can overcome these challenges will achieve balance in priorities like customer experience and profitability as they drive intraday management improvements within their organizations.
March 26, 2014
Intradiem announces its speaking engagement and participation at upcoming conferences: The 2014 Annual SWPP Conference, April 15-17 and the 2014 Customer Care Leadership Forum: Spring Event, April 8.
March 19, 2014
Intradiem issues a review of the 2014 top customer experience challenges of the healthcare services industry. Healthcare contact center leaders that can overcome these challenges will achieve balance in priorities like customer experience and profitability as they drive intraday management improvements within their organizations.
March 12, 2014
Intradiem hosted the third meeting of its Customer Advisory Council in February. The council consists of contact center leaders and serves as a forum for the group to explore industry trends, challenges and strategies impacting today’s organizations.
March 5, 2014
Intradiem launches Intradiem Insights — a collection of industry articles that examine the top and emerging call center trends and what they mean for contact center executives. Intradiem Insights will be presented periodically throughout the year.
March 4, 2014
Intradiem and eg solutions plc, a global back office optimisation software company, today announce their strategic partnership, which strengthens the workforce optimisation market.
February 20, 2014
Intradiem and Call Design Inc. have partnered to improve contact center productivity, agent performance and the customer experience for organizations in North America, Europe and Asia/Australia by leveraging both intraday management and workforce optimization technologies.
February 6, 2014
Intradiem will host a free webinar on Wednesday, Feb. 26, 2014 at 1:00 p.m. EST. The webinar, “Preparing Multi-Channel Centers for Next-Gen Customer Engagement,” will provide information about how companies leverage innovative technologies and practices to create higher customer engagement in multi-channel contact centers. Free registration is available here.
February 6, 2014
Intradiem issues the 2014 top challenges of the financial services industry. Financial services contact center leaders that can overcome these challenges will achieve balance in priorities like customer experience and profitability as they drive improvements within their organizations.
January 28, 2014
Intradiem and Vivint, the nation’s leading home automation services company announce Vivint’s results from its deployment of Intradiem.
January 15, 2014
Intradiem announced the top five contact center trends to watch in 2014. Understanding these trends will help contact center leaders keep priorities like customer experience in mind as they implement tactics and strategies to meet 2014 goals and objectives.
December 17, 2013
Intradiem announces highlights from its holiday community service outreach programs and ongoing work with FCS Urban Ministries and MUST Ministries.
December 10, 2013
Intradiem and Afni, a contact center service provider that partners with clients to build customer contact solutions like customer care, service, sales and more, announce results from Afni’s deployment of Intradiem.
December 3, 2013
Intradiem will host a free webinar on Thursday, Dec. 12, 2013 at 2 p.m. EST. The webinar, “Improve Agent Engagement in Multi-Channel Contact Centers,” will provide in-depth information for addressing personnel issues that can arise within a multi-channel contact center.
November 13, 2013
Intradiem welcomes Mark Zabroske as the Senior Vice President of Worldwide Sales. In this role, Zabroske will oversee Intradiem’s Sales and Business Development teams to ensure they are equipped to garner new business opportunities and grow key industry partnerships.
November 13, 2013
Intradiem and DMG Consulting LLC, the leading provider of contact center, analytics and back-office research, market analysis and consulting services, have published a new white paper that discusses how organizations can better manage agents and improve the efficiency in operating the multi-channel contact center.
November 7, 2013
Intradiem will host a free webinar on Wednesday, Nov. 13, 2013 at 11 a.m. EST. The webinar, “9 Disruptive Forces That Can Derail Your Customer Experience,” will provide information about how customers perceive and interact with companies via frontline agent interactions to an online digital experience.
October 29, 2013
Intradiem will host a free webinar on Thursday, Oct. 31, 2013 at 11 a.m. EDT. The webinar, “No more lip service: customer experience in the age of the customer,” will provide information on how to connect critical points in the customer journey to their interactions with your company representatives to deliver a superior customer experience.
October 21, 2013
Intradiem announces its participation and speaking engagements at two upcoming conferences: ICMI Call Center Demo and Conference 2013, October 21-23; and CCA Contact Center Conference Fall 2013, November 4-7.
October 15, 2013
In recognition of National Customer Service Week, Intradiem, the leading provider of intraday management solutions, is offering contact centers five tips to improve customer service. These tips are designed to help contact center agents deliver a better customer experience to positively impact the bottom line.
October 15, 2013
Intradiem will be participating in High Tech Ministries’ 2013 Fall Serve@Work program from Oct. 15-17, 2013.
September 25, 2013
Intradiem has published a new white paper featuring insights from customer relationship experts: Melissa Kovacevic, customer experience consulting and coaching expert; Greg Levin, author of Full Contact: Contact Center Strategies and Practices that Make an Impact; and Flavio Martins, customer experience expert and author of Win the Customer blog.
September 18, 2013
Intradiem 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.
September 11, 2013
Intradiem recently hosted the second meeting of its Customer Advisory Council. The council of contact center leaders serves as a forum to explore industry trends, challenges and strategies impacting today’s organizations.
September 4, 2013
INTRADIEM TACKLES SOCIAL MEDIA AND THE MULTI-CHANNEL CONTACT CENTER AT UPCOMING PACE CONFERENCE Intradiem announces its participation and speaking engagement at the Professional Association for Customer Engagement (PACE) New York Metro Chapter, 2013 Contact Center Technology Forum and Expo on Sept. 12, 2013.
August 27, 2013
INTRADIEM’S COMMUNITY SERVICE PROGRAM HELPS CHILDREN THROUGH LOCAL NON-PROFIT Intradiem, the leading provider of intraday management solutions, announces highlights from its recent community service outreach programs and ongoing work with MUST Ministries.
August 20, 2013
Intradiem announces the opening of a London office to support its European customers and partners.
August 13, 2013
Intradiem will host a free webinar on Thursday, Aug. 22, 2013 at 2 p.m. EDT. The webinar, “Be a Quitter: 7 Steps to Stop the #1 Contact Center Problem,” will provide information on how contact centers can proactively deal with attrition and morale through a common sense approach that is not so common in contact centers.
July 23, 2013
Intradiem has sponsored the Aberdeen Research Brief titled, “The Strategic Value of Intraday Management in the Contact Center.” The report discusses the building blocks and quantifiable business impact of implementing intraday management programs.
July 10, 2013
Intradiem announces its sponsorship of The US Contact Center Decision-Makers' Guide 2013, published by ContactBabel, the leading analyst firm for the contact center industry.
June 12, 2013
Intradiem announces its inclusion in ICMI Call Centre’s #CustomerService100 list for representing the “best of the best” customer service thought leadership tweets on Twitter.
May 30, 2013
Intradiem will host a free webinar on Thursday, June 6, 2013 at 3 p.m. EDT. The webinar, “2 Ways out of the Attrition Ditch,” provides information on how contact centers can proactively deal with attrition through better coaching and workforce management practices.
May 29, 2013
Intradiem announces its inclusion in the sixth annual industry report, 2013 - 2014 Workforce Management Market Report, published by DMG Consulting LLC, the leading provider of contact center, back-office and real-time analytics market research and consulting services.
May 14, 2013
Intradiem announces survey results from its 2013 Intraday Management Challenges survey.
May 7, 2013
Intradiem announces successful program results from The General’s use of Intradiem’s intraday management technology.
May 2, 2013
Intradiem announces its participation with High Tech Ministries’ 2013 Spring Serve@Work program from May 7-9, 2013.
April 30, 2013
Intradiem will host a free webinar on Thursday, May 2, 2013 at 2 p.m. EDT. The webinar, “Look Alive, Contact Center! Deliver Stellar Customer Experiences,” provides information for enhancing the customer experience through thoughtful agent development and innovative operational improvements.
April 25, 2013
Intradiem announces its recognition as “Atlanta’s Most Caring Company” by local radio station, 104.7 “The Fish.”
April 23, 2013
Intradiem announces its participation and speaking engagements at three conferences: Interactions 2013, organized by NICE, April 22-25; Optimizing Your Customer Care Workforce, part of the CCNG Optimize Series, May 2; and the ACCE Conference & Expo, organized by ICMI, May 13-16.
March 28, 2013
Intradiem announces the ability for businesses to easily integrate social customer service within their contact center operations. By integrating with social media monitoring tools and key contact center technologies, Intradiem helps companies leverage social media channels and tools to improve the customer experience.
March 20, 2013
Intradiem will host a free webinar on Thursday, March 28, 2013 at 2 p.m. EDT. The webinar, “5 Steps to Building a Social Customer Service Team,” provides information for supporting customers through social media channels.
March 14, 2013
Intradiem announces its participation and speaking engagements at two conferences this month: The Contact Center Conference & Expo organized by the Contact Center Association (CCA), March 18-21 and the Society for Workforce Planning Professionals (SWPP) Annual Conference, April 9-11.
February 28, 2013
Intradiem announces the launch of the Intradiem Developer Community, to encourage the development of innovative solutions based on the company’s technology platform.
February 28, 2013
Integration helps to transform available time into productive time for agents
February 26, 2013
Intradiem’s patented technology transforms idle time into productive time for agents
February 19, 2013
Intradiem announces the newest members to join the Productivity Plus panel. For the second consecutive year, Intradiem is partnering with thought leaders who provide real-world tips and best practices for maximizing contact center intraday management, the customer experience and agent performance.
January 30, 2013
Intradiem will host a free webinar on Wednesday, Feb. 6, 2013 at 2 p.m. EST. The webinar, “The Ultimate Call Center Survival Guide,” provides industry analyst and customer perspectives to explore how Convergys and other companies use intraday management technology for dynamically reacting to unpredictable events and conditions.
January 24, 2013
Intradiem is excited to announce its latest product, Intradiem 9.0, with expanded intraday management capabilities for dynamically reacting to unpredictable events and conditions.