In an effort to better help organizations of all sizes reduce operating costs and improve performance, profitability, and the customer experience, eg solutions, a back office optimization software company, has announced a strategic partnership with Intradiem to offer a blended font and back office optimization solution.
Intradiem’s patented intraday management technology will now be integrated into the eg operational intelligence suite, with which contact center agents will be able to complete back office tasks during idle time. Intradiem’s software identifies spare capacity in call centers in real time. Utilizing this time to process back office work improves both margins and customer satisfaction.
In a statement, Elizabeth Gooch, chief executive officer at eg solutions, said, “There is growing demand for blended solutions and our integration with Intradiem enables us to provide a significant enhancement to traditional WFO software. In addition to eg's strategic partnership with Aspect (News - Alert) Inc., this partnership enables us to extend our footprint into the front office with a unique offering."
eg operational intelligence aims to help businesses achieve high customer service levels regardless of the source of customer activity, and to improve the customer journey through the organization.
As a result of the collaboration, Intradiem and eg can cater to the growing demand for front and back office blending and deliver a unique solution. Intradiem’s customers are thus able to automate manual processes such as intraday task management, intraday staffing, reskilling, channel balancing, and real-time alerts.
“The integration of our intraday management technology with eg’s operational intelligence software allows companies to create a truly blended environment,” said Matt McConnell, Intradiem’s chief executive officer. “When the front office and back office become ‘one office,’ companies can deliver a superior customer experience, giving them a significant advantage over their competition.”
Edited by Blaise McNamee