eg solutions, a leading global back office optimisation software company has signed a strategic partnership with Intradiem, a leader in intraday management solutions for multi-channel contact centres.
Elizabeth Gooch, Chief Executive of eg solutions comments: “This partnership marks the next step to strengthening eg’s position in the workforce optimisation (“WFO”) market. In the past few years there has been an increased demand from call centres to maximise the effectiveness of customer services staff across the whole enterprise and achieve greater productivity by blending their front and back office activities.”
Intradiem’s software is used to identify spare capacity in call centres in real time, and this data is utilised by the eg operational intelligence® software suite to deliver back office work to agents based on their skills and availability. This is key to ensuring that work is completed within Service Level Agreements.
The eg operational intelligence® software suite provides a comprehensive work, resource and performance planning & management tool that enables clients to gather information about key factors affecting performance. 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.
“We can now respond to the growing demand for blending and deliver an original solution into front offices, thereby significantly enhancing competitive advantage of our offering,” Elizabeth concludes.
David Marshall, Intradiem’s Regional Manager, Europe comments: “Back office plays a vital role in providing a best-in-class customer experience, but the manual nature of traditional back office management puts that experience at risk. This partnership will allow our customers to optimize operational efficiencies and drive loyalty.
About eg solutions plc
eg solutions plc is a global back office optimisation software company. Our software provides historic, real-time and predictive Operational MI. When implemented with our training programme for managers and team leaders to use this intelligence, we guarantee improvements in operational results in short timescales.
The Company, which is listed on the Alternative Investment Market (‘AIM’) of the London Stock Exchange, is committed to customer satisfaction and the ongoing development of its operations management solutions.
Intradiem is the leader in intraday management solutions for multi-channel contact centres. Intradiem’s customers achieve an invincible customer experience with a real-time workforce by automating manual processes such as intraday task management, intraday staffing, reskilling, channel balancing, and real-time alerts. This ensures front-line workforces are poised to react to whatever the market throws their way. More than 450,000 contact centre, field service, retail, bank branch, and back office employees around the world use Intradiem’s solution every day. For more information, call 888-566-9457 or visit us online at www.intradiem.com.