ATLANTA--(BUSINESS WIRE)--OpenSpan Inc., an industry pioneer in automation technologies that support transformation initiatives focused on driving revenue growth, customer lifetime value and operational efficiency, today announced a strategic partnership with Intradiem, the leading provider of Intraday Automation solutions to contact centers, back office and retail frontline workforces. This new relationship expands OpenSpan’s partner ecosystem and enables Intradiem to leverage agent- and employee-level data to help organizations create enterprise-wide, real-time frontline workforces that span the contact center and back office.
OpenSpan’s desktop automation technology will be integrated into Intradiem’s existing Intraday Automation solutions to trigger events based on conditional desktop activities. The union of these solutions improves the ability for enterprises to make adjustments to their workforce as business conditions change while preserving their customer experience goals. Currently, more than 250,000 frontline workers use Intradiem's solutions every day in customer-facing business units.
“By taking advantage of OpenSpan’s unique desktop automation technology, Intradiem can initiate desktop automations based on specific actions that take place on the desktop,” said John Wolf, CTO of Intradiem. “Our Intraday Automation clients will use these automations to make real-time intraday adjustments to their frontline workforces, adding efficiencies while maintaining exceptional customer experience levels.”
“It is exciting to forge a partnership with a market leader such as Intradiem,” said Rick Marquardt, executive vice president of business development and international alliances for OpenSpan. “Using OpenSpan technology, Intradiem is deepening the capabilities of its Intraday Automations solutions, and the alliance between OpenSpan and Intradiem brings a wealth of value to organizations that seek to decrease costs while delivering world-class customer experience.”
Intradiem is the only complete Intraday Automation solution provider for frontline workforces including Contact Center, Back Office and Retail. The SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline workforce that can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost. Over 250,000 frontline workers use Intradiem's solution every day.
OpenSpan is a provider of desktop automation solutions that improve performance, drive revenue and increase efficiencies in contact center, back office and retail storefront environments. Organizations use desktop automation to streamline worker activity, simplify critical service processes and remove technology barriers as means to deliver a gold-standard customer experience. OpenSpan solutions are deployed across the world, optimizing billions of transactions in the banking and financial services, insurance, telecommunications, retail and technology industries. For more information, visit www.openspan.com.