In a time when remote work, AI, and high stress in customer service roles are changing employee and manager expectations, Atlanta-based Intradiem and SPAR Solutions have announced a strategic collaboration that will drive innovation in workforce management, helping organizations across industries achieve greater efficiency, productivity, and employee satisfaction.

This partnership is set to tackle the pressing challenges in remote customer service teams leveraging Intradiem's patented real-time AI automation technology and SPAR Solutions' extensive experience in customer and employee experience, offering a comprehensive solution to modernize and enhance customer service operations. This solution aims to be human-centric, enhancing the human aspect of customer service centers, and making the most of breaks and lunches, the most critical time for any contact center employee.

Targeted Solutions for Pressing Industry Challenges:

This partnership addresses several critical issues faced by customer service centers:

1. Empowering Contact Center Time Management with AI: Intradiem's AI-powered platform identifies real-time opportunities in contact center operations to shift time management for customer service teams. This technology, combined with SPAR Solutions' prowess in digital transformation, will enable businesses to swiftly adapt to customer needs, ensuring a responsive and dynamic service environment.

2. Enhancing Real-Time Decision Making: With Intradiem's analytics, medium and enterprise businesses are equipped for proactive, informed decisions, leading to faster, more effective customer interactions.

3. Innovative Workforce Management Solutions: The partnership brings a suite of advanced tools, including real-time analytics and seamless system integrations, facilitating proactive decision-making and smoother transitions in workforce management from a business leader perspective.

4. Cost Efficiency and Operational Excellence: Intradiem’s automation capabilities, renowned for reducing operating costs, are now complemented by SPAR’s expertise in optimizing contact center processes. This synergy will revolutionize how workforce managers oversee operations, reducing time spent on routine tasks from hours to minutes, and allowing employees to get more time back for training, coaching, and breaks.

5. Customized Employee Experience Enhancements: The collaboration focuses on enhancing EX with tailored solutions, leading to higher employee engagement and productivity. SPAR's upcoming range of Workforce Management connectors, combined

with Intradiem’s technology, promises to minimize the burden on workforce managers, converting hours of work into minutes and increase work schedule flexibility for employees, with a high focus on reducing employee burnout.

Industry Leaders Optimistic About the Future:

Intradiem is known in the industry for its patented real-time automation capabilities that deliver better employee and customer experiences while reducing operating costs for contact centers. “We are excited to combine Intradiem’s unique solution with SPAR’s contact center consulting practice and market reach,” said Haresh Gangwani, Intradiem’s EVP Strategic Alliances. “This alliance leverages Intradiem’s unique real-time technology and SPAR’s state-of-the-art solution design to provide a powerful offering that results in significant cost savings for customers”. Intradiem has also made a strategic partnership with contact center mental health provider Thrive Global to reduce contact center employee stress.

“Our B2B partnership with Intradiem stands at the forefront of SPAR’s 2024 contact center advancement initiative. This initiative encompasses releasing a range of workforce management connectors with our VOIP and CRM partners to enhance omnichannel operations for workforce managers and back-offices and its induction point is our collaboration with Intradiem. We are very excited about this partnership because our studies have shown that Intradiem's automation solutions significantly reduce the workload for workforce managers, transforming hours of effort into minutes. This partnership is set to bring another level of sophistication into contact centers.” – Kean Healy, Managing Consultant of Workforce Optimization at SPAR Solutions.

A Timely Solution for Modern Challenges:

As remote and hybrid work models become prevalent, this timely partnership offers adaptable, scalable solutions to meet the challenges of these new workplace dynamics. Intradiem and SPAR Solutions stand ready to empower businesses to manage their workforce effectively, irrespective of location.