Intradiem Introduces Queue Optimizer to Protect Service Levels and Reduce Costs

New solution orchestrates staffing across competing service priorities in real time to improve staffing efficiency and reduce manual intervention

ATLANTA--(BUSINESS WIRE)--Intradiem today announced Queue Optimizer, a new solution that helps large customer service organizations anticipate service-level risks and dynamically align staffing with changing demand and business priorities.

Large service organizations manage hundreds of queues and service-level commitments, each with different priorities, staffing requirements and financial consequences. While existing ACD and workforce management systems provide routing, forecasting and performance visibility, staffing adjustments often remain manual. The result can be reactive decision-making that results in missed service targets that trigger financial penalties reaching into the tens of millions of dollars.

Built on Harmoniq, Intradiem's platform for Dynamic Workforce Orchestration, Queue Optimizer works with existing ACD and workforce management systems. Queue Optimizer continuously evaluates queue performance, workforce availability, business priorities and service-level commitments. It uses that information to identify and recommend the staffing adjustments with the greatest impact across the operation. Workforce managers can review and approve those recommendations, after which Queue Optimizer automatically executes the changes within the ACD.

Queue Optimizer enables organizations to reduce potentially massive SLA penalty exposure while maintaining greater workforce efficiency and stability. It brings the benefits of Dynamic Workforce Orchestration to one of customer service's most costly, complex operational challenges.

"Most service organizations already have the data they need to understand what's happening, but they lack the ability to act on it quickly enough to make a difference," said Jennifer Lee, President & Co-CEO of Intradiem. "Queue Optimizer helps organizations anticipate service risks and make the right staffing adjustments before problems escalate. By automating that process, organizations can better balance commitments, costs, and the needs of their customers and employees.”

To learn more about Queue Optimizer, visit: https://intradiem.com/queue-optimizer

About Intradiem

For enterprises with large, structured workforces, Intradiem is the leader in Dynamic Workforce Orchestration. Powered by Harmoniq, Intradiem continuously monitors operational conditions and takes action in real time to improve workforce productivity, operational efficiency and service performance.

Intradiem works with existing systems to help organizations get more value from their greatest investment—their people. It's automation built for humans, delivering measurable ROI, better customer experiences and more engaged, resilient teams.