Cloud Contact Center Featured Article

Intradiem Unveils Mobile App for Contact Center Workforces

By Casey Houser
Contributing Writer

Intradiem develops its own software for contact centers that help managers improve their frontline operations. Now the company's flagship product, the Intraday Automation suite, is gaining a mobile application to provide real-time information while managers are away from their desks.

The company indicates that its new mobile tool targets all manner of supervisors who want instant alerts concerning company operations. This was previously possible through the Intraday Automation desktop dashboard, but now users can see analytics of what is happening on the floor while they are already in the fray. John Wolf, the CTO of Intradiem, spoke in his company's announcement about how this extension to its contact center platform can help empower agents and give managers more control over daily business operations.

“The mobile app extends the value of our Intraday Automation solutions in new and exciting ways for agents and managers,” Wolf said. “Agent empowerment and engagement are top of mind initiatives for businesses looking to take service delivery to the next level. Combined with the core capabilities of our Intraday Automation solution, the mobile app provides businesses the ability to deploy agent capabilities like schedule swap and overtime and time-off offers.”

If this product is meant to address the needs of managers who are away from their desks, it is then clear that it targets a specific managerial style. Those supervisors who are often on the calling floor are those who make themselves most available to agents. They get a first-hand view of the group agent mentality and the way in which they complete and receive calls.

Still, supervisors can only see so much with their own two eyes. They can witness how calls take place, but they may need software such as Intraday Automation to get a quick look, for instance, at how many incoming calls are directed to agents. An overwhelming number of calls during the day could beg for a switch in tactics or an increase in staff numbers, and the new mobile app can alert users to that fact immediately.

Matt McConnell has called his company's flagship product capable of helping deliver “an outstanding customer experience with every interaction.” The new mobile app should only add to that capability and make the lives of managers, agents, and their customers all the better.