PRESS RELEASE: Intradiem announced a new strategic partnership with SSA Solutions, a premiere contact centre consulting firm specializing in workforce management and operational modeling. The partnership brings together SSA Solutions’ expertise with Intradiem’s real-time intraday automation solution. This enables companies to improve productivity, decision-making and operational efficiencies in the contact center.
“The contact center is responsible for providing a customer experience that builds brand loyalty, so it has a direct effect on revenue growth,” said Matt McConnell, Intradiem Chief Executive Officer. “Companies have been collecting customer information for years, and now need help using that data to modernize and improve their frontline operations. Through partnerships with industry leaders like SSA, we are able to streamline and automate critical call center processes so that agents can deliver an outstanding customer experience with every interaction.”
Intraday Automation’s technology integrates disparate systems and triggers actions for customer-facing workforces. By monitoring changing business conditions, this tool establishes an unprecedented amount of control over continuously optimizing staffing levels, balancing interaction channels, leveraging idle time for ancillary work, and automating adherence management. These real-time adjustments accelerate the benefits of customer experience, revenue and cost improvements.
SSA Solutions offers consulting services in operational modeling and workforce management, helping clients find the best approach to quick and optimal decision making to improve team performance, employee satisfaction, training, and customer service delivery. Their clients include leading companies in the finance, telecom, service, insurance, media and retail industries.
“We at SSA work with customers on a daily basis to optimize their workforce processes as well as their tool usage. We believe that with Intradiem we can provide a complete solution to the customer that automates a lot of the tasks within a customer contact center. We complement Intradiem with our customer-focused approach and best practice knowledge, allowing us to drive efficiencies resulting in a better customer experience.” Isabelle Côté, President of SSA Solutions.