Intradiem Continues to See Rapid Customer Adoption and Growth
Customer success, unique technology and customer community reinforce market dominance.
Atlanta, GA (August 28, 2018) – Intradiem, the leading real-time automation provider to enterprise contact centers, has announced continued strong growth and several other important achievements in the first-half of 2018.
“We continue to see rapid customer adoption, and the agent cost savings we’re creating for our customer partners is growing,” said Matt McConnell, CEO Intradiem. “Intradiem pioneered real-time contact center automation. Our investments in product and customer success are resulting in increasing value and success for our customers and clear market leadership and for Intradiem.”
Customer Adoption and Value
Global brands including Aetna, Rogers and Farmers Insurance continue to see greater agent cost savings and productivity through automation of management processes. New customer partners like AXA, a Fortune 25 bank and WageWorks underscore the growing need to reduce agent cost and improve engagement. Intradiem’s customer partners now include two of the four largest U.S. banks, five of the eight largest healthcare insurance companies and three of the five leading telecommunications companies.
Real-Time Automation Platform Differentiation
Real-time automation presents enterprise contact centers with the only way to overcome complexity by accessing, processing and taking action on real-time data across existing systems. Intradiem is the only provider in the market with the real-time, high-volume and rule engine capabilities required to execute use cases that achieve material agent cost reduction. Intradiem’s continued investments in the platform, scalability and security are key to serving and creating value for contact centers and underscore the company’s uniqueness in the market.
Intradiem’s Advisory Council reached its highest attendance in history where a range of contact center leaders shared real-time automation insights and best practices. Driven by market demand, the company facilitated thirteen Forefront events in the U.S., Canada and the United Kingdom.
“The success of our customers as well as our growth continue to be driven by an expanding community,” added McConnell.
Intradiem is the only contact center automation solution that dramatically increases efficiency while improving both agent engagement and the customer experience. Intradiem’s powerful technology acts as an automated manager for call center agents with rules that are triggered in real-time by actual service level conditions. The result is increased productivity and a highly measurable return on investment, with typically a 2x payback in the first year and a 3-5x return in subsequent years. Intradiem is powering over 1.1 billion automated actions annually and has saved its customers over $140 million in the past 2 years, all while improving agent engagement and the end-customer experience.