November 12, 2019

Aspect Software and Intradiem Team to Enhance Contact Center Workforce Management Solutions

Aspect Software and Intradiem Team to Enhance Contact Center Workforce Management Solutions

Aspect Software, a leading provider of enterprise contact center and workforce optimization software, announces a co-marketing partnership with Intradiem, the leader in real-time workforce automation solutions. The partnership will pair best-of-breed workforce optimization with best of breed real-time automation for enterprise customers operating the world’s largest contact centers.

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“We are delighted to be partnering with Intradiem to provide enhanced automation to our customer base, centered around training, coaching and other real-time processes,” said Michael Harris, Aspect CMO. “Intradiem is the clear market leader in real-time contact center automation and their cloud-based solution is a very good fit for our enterprise customers with contact centers as large as 50,000 live agents.”

Under the terms of the agreement, Aspect will market the Intradiem solution to its large installed base of contact center customers. Intradiem provides its solution as an add-on to the Aspect WFM platform. These core capabilities include:

  • Targeted, real-time delivery of training content during idle time
  • Real-Time coaching sessions by matching agent and manager availability
  • Automated adjustment of agent breaks and lunches based on real-time conditions
  • Automated schedule exception writebacks to Aspect WFM

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“We’re proud to have been selected by Aspect to provide its customers with contact center automation technology that complements their workforce optimization solutions. Intradiem’s solution is used by many Aspect customers today to deliver significant cost savings and we’re excited about expanding the relationship to create more value for Aspect’s customers,” said Matt McConnell, Intradiem, CEO. “No other competitive WFM solution offers the breadth of automation as the combination of our two software technologies.”

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