Company Overview of Intradiem, Inc.
Intradiem, Inc. provides intraday management solutions that enable contact centers to convert idle time into active wait time. The company offers intraday task management, intraday staffing, reskilling, channel balancing, and alert and notification solutions to respond to unexpected staffing needs based on current conditions, react to understaffing through automated monitoring of ACD and WFM, deliver activities during idle time, receive automated alerts and notifications, and manage agent queues. It serves agents and managers in telecommunications, financial services, health care, and insurance industries, as well as outsourcers worldwide. Intradiem, Inc. was formerly known as Knowlagent, In...
3650 Mansell Road
Alpharetta, GA 30022
Founded in 1995
Key Executives for Intradiem, Inc.
Director of Finance and Director of Administration
Senior Vice President of Customer Operations
Director of HR and Organizational Development
Compensation as of Fiscal Year 2013.
Intradiem, Inc. Key Developments
eg solutions plc Enters into Partnership with Intradiem Inc
Feb 27 14
eg solutions plc entered into a partnership with Intradiem has been integrated into the eg operational intelligence® suite. Intradiem's software is used to identify spare capacity in call centres in real time. This data is then utilised by the eg operational intelligence® suite to deliver back office work to agents based on their skills and availability, ensuring that work is completed within Service Level Agreements. There is an increasing demand from call centres for blending their front and back office activities in order to maximise the effectiveness of customer service staff across the whole enterprise and to achieve significant productivity gains. Using eg operational intelligence® to blend work allows businesses to achieve high customer service levels, regardless of the source of customer activity, and to reduce the customer journey through the organisation. Intraday management of work, people and processes across the front and back office improves the flexibility and responsiveness of the workforce and achieves significant productivity improvements.
Vivint Uses Intradiem to Address Fast-Changing Business by Preparing Agents with Real-Time Development
Jan 28 14
Intradiem and Vivint announced Vivint's results from its deployment of Intradiem. With more than 800,000 customers in the US and Canada, Vivint's customer service agents require frequent and ongoing training to have the knowledge to support multiple products in a competitive business. Vivint selected Intradiem to quickly deploy critical communications and training to address the rapidly changing business specifications needed by agents to effectively handle customer inquiries. With the Intradiem technology, Vivint dynamically delivers consistent, ongoing product-specific and soft skills training, company and team communications, compliance training and call reviews to help improve agent development.
Afni Uses Intradiem, Inc. to Drive Exceptional Customer Service for Clients by Deploying Real-Time Development
Dec 10 13
Intradiem, Inc. and Afni, a contact center service provider that partners with clients to build customer contact solutions like customer care, service, sales and more, announced results from Afni's deployment of Intradiem. Afni selected the company to deploy training in the context of unpredictable call arrival patterns. The technology sends important client updates, training, and development sessions directly to agent desktops during aggregated idle time, eliminating manual processes and seamlessly integrating and tracking the completion of agent development initiatives.
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