Intradiem, a leading provider of intelligent automation solutions for contact centre and back-office customer service teams, has been awarded a patent by the UK Intellectual Property Office for its invention of technology to capture data generated by contact centre operations and leverage it to trigger automated responses to fluctuating conditions. This technology has a unique ability to integrate with and access data from various systems, capturing data and running it against preestablished thresholds that indicate acceptable performance boundaries for all processes. When conditions surpass threshold limits, Intradiem triggers automated adjustments to reestablish equilibrium, freeing front line managers and workforce administrators to focus more of their time on higher-value tasks.
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