Case Study: a Fortune 500 financial services company saves $3 million with Intradiem contact center automation

Fortune 500 Financial Services Company Leverages Existing Technology for Agent Development and Operational Efficiency

A Fortune 500 financial services company partnered with Intradiem to improve agent development and operational efficiency in its contact center. The company needed a better way to support continuous learning and maintain service levels because call volume often disrupted training and coaching sessions, while manual processes created sporadic idle time.

Using Intradiem’s contact center automation platform, the company automatically identified idle time, adjusted schedules, moved agents between inbound and outbound work, and delivered alerts and training when conditions allowed. The results included a projected $3 million in savings by 2020, 8,000 training sessions delivered, 2,800 training hours harvested in the first three months, and support for a remote workforce that already included 20–30% of agents.