Ventana Research Analyst Perspectives

Intradiem Takes Customer Agent Task Management to Next Level

Posted by Richard Snow on Feb 5, 2013 8:52:23 AM

Intradiem is a vendor that not many people have heard about, for the simple reason that it is actually Knowlagent, which recently announced a complete rebranding. The company says the new brand better reflects its product and service capabilities. Knowlagent was all about allowing companies to automatically manage how agents utilize their time in those often very short periods when they are not answering calls or carrying out other fixed tasks, such as taking a training course. The latest release of its product, Intradiem 9.0, enhances those capabilities, so even under the new brand, the company will continue to help companies optimize agent utilization.

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Topics: Sales Performance, Customer Experience Management, Social CRM, Intradiem, Operational Performance, Customer & Contact Center, Customer Service, Agent Performance Management, Call Center, Contact Center, CRM