ATLANTA, GA (January 24, 2017) – Intradiem, the
leading provider of Intraday Automation solutions to frontline workforces, including
contact center, back-office, retail and field services, today announced 2016 as
a record growth year, both in terms of revenue and the number of enterprise
organizations that selected the company to power their intraday contact center
Leaders in large
enterprise contact centers need new levels of productivity and employee
engagement to survive the growing complexities of operating these centers. As a result, they are increasingly turning to
intraday automation as the foundation to do so. “In 2016, we saw a
significant increase in the number and scale of contact center automation
initiatives, adding more customers and expansions last year than the two
previous years combined,” said Mark Morel, President and COO of Intradiem.
“As the market pioneer and the only company with a complete solution and proven
change management methodology, it was exciting to see customer results and the interest really take off,” added Morel.
Intradiem saw momentum with existing customers expanding the scope of their
contact center and back-office automation programs. “Visionary workforce
management and operations leaders who challenged conventional wisdom with the
vision of a real-time frontline are building on their initial successes and using
Intradiem’s solution in new and innovative ways. It’s exciting to be on the
forefront of such fundamental change,” said Morel.
Intradiem expanded in
all of its operating regions, including the U.S., Canada and Europe. The
company’s flexible, rules-driven platform provided customers the capability to
invent new automation use cases, without the need to involve IT.
and customer success continue to be driven by our expanding customer community.
This community is a key reason why contact center leaders are changing the way
they’ve operated for decades, with automation as the foundation,” concluded