Massachusetts-based contact center and workforce optimization software firm Aspect Software and workforce automation firm Intradiem are joining forces in a partnership that pairs each company’ strengths for the world’s largest contact centers.
Aspect will pair its workforce optimization software with Intradiem’s workforce automation solutions centered around training, coaching and other real-time processes. Per terms of the deal, Intradiem’s software will be marketed to Aspect’s enterprise customers with contact centers as large as 50,000 live agents.
Intradiem will provide its solution as an add-on to the Aspect WFM platform, with core capabilities that include:
- Targeted, real-time delivery of training content during idle time
- Real-Time coaching sessions by matching agent and manager availability
- Automated adjustment of agent breaks and lunches based on real-time conditions
- Automated schedule exception writebacks to Aspect WFM
“We are delighted to be partnering with Intradiem to provide enhanced automation to our customer base, centered around training, coaching and other real-time processes,” said Aspect CMO Michael Harris. “Intradiem is the clear market leader in real-time contact center automation and their cloud-based solution is a very good fit for our enterprise customers with contact centers as large as 50,000 live agents.”
Intradiem CEO Matt McConnell said his company’s automation solutions are already used by many Aspect customers.
“No other competitive WFM solution offers the breadth of automation as the combination of our two software technologies,” he said.
The company says it has saved customers more than $160 million over the past two years.
The joint announcement comes about a week after Aspect released its newest contact center as a service system, Aspect Via v19.
The firm is closing in on a year under ownership of Vector Capital, which acquired it in January 2019 for more than $100 million.
Since then, the company has announced several other partnerships, including with bookmaker William Hill, Microsoft Azure, Ninzi-Connect and Serotec.