Intradiem Posts Record Growth in 2017
Momentum Fueled by Enterprise Contact Center Adoption of Real-time Automation
ATLANTA, GA (January 9, 2018) – Intradiem, the leading Intraday Automation solution provider for contact centers, today announced 2017 as a record growth year, both regarding revenue and the number of enterprise organizations that selected the company to power their real-time contact center operations.
Contact centers remain strategically important to large enterprises in order to achieve their market and financial goals. However, aggressive cost reduction goals coupled with a significant increase in operational complexities have created an extremely challenging problem. To solve this problem and to create a foundation for success, leaders of large enterprise contact centers must implement and adopt real-time, fully optimized operations.
“In 2017, businesses recognized that service delivery continues to include contact centers in combination with digital solutions. While digital investments haven’t significantly lowered contact center customer volume, the pressure to reduce the contact center footprint remains,” said Matt McConnell, CEO of Intradiem. “Intradiem’s unique and proven real-time automation platform gives customers the capabilities to materially reduce the costs of center operations and improve agent performance. Our customers are taking an important step toward creating a foundation for success.”
Intradiem customers continued to recognize increasing value of the platform as they expanded their use cases in 2017. The company will continue to invest in the development of their automation platform capabilities to support additional cost reduction and agent performance use cases.
“The success of our customers as well as our growth continue to be driven by an expanding community. This community is anchored by contact center leaders who are changing the way they operate to succeed, with real-time automation as the foundation,” concluded 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.