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eg solutions signs Intradiem as new strategic partner

Elizabeth Gooch, chief executive of eg solutions, commented, “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,” Gooch added.

David Marshall, Intradiem’s regional manager, Europe, said, “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."

 

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