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Birst Business Analytics Embedded within Intraday Management Technology

By Anuradha Shukla, TMCnet Contributor

Birst (News - Alert) business analytics has been embedded within Intradiem’s intraday management technology. This move will provide Intradiem’s customers with detailed reporting and analytics related to call center agent activities.

Intradiem, formerly Knowlagent, provides intraday management solutions for contact centers and Birst specializes in Cloud BI. Both partners have teamed on delivering quick, self-service access to ad hoc analysis for Intradiem customers.

In addition to increasing customer’s satisfaction, Birst is also giving more free time to Intradiem's product development and management teams so that they can spend it on more important activities.

“Birst's ease of use is incredible,” said Jennifer East, director of Product Strategy, Intradiem, in a statement. “We offer customers a standard set of out-of-the-box, online reporting dashboards that invariably need a bit of adjustment. With Birst, we can create a new dashboard in a matter of minutes -- without help from IT.”

This integration has enabled supervisors to track the activities and performance of individual agents. Birst has also allowed Intradiem to create new reports in a fraction of the time required by its previous reporting process.

Moreover, Intradiem is able to respond more quickly to customer reporting requests and maximize control of its customer data.

"To make fast, meaningful decisions that quickly improve business results, people need accurate, up-to-date information at their fingertips," said Brad Peters, CEO of Birst. "By providing users with the ability to easily perform their own detailed, ad hoc analysis, Birst is lessening the load on overtaxed technical teams and empowering decision-makers with precisely the intelligence they need, where and when they need it."