Intradiem has announced Dynamic Workforce Orchestration (DWO), a workforce management system which is intended to assist customer service companies in dealing with the constant changes in demands, workforce capacities, and technology needs. This solution applies live data and automation in order to synchronize employees, workloads, and technologies for increasing efficiency and creating better experiences for both employees and customers. DWO detects changes in demand and workforce capacity by applying those to automate operations and decrease the amount of manual supervision by managers. Based on Intradiem, its customers have increased efficiency by 10% and more with their solutions, and they got an ROI of $7 per each invested dollar. The new approach is powered by Intradiem’s Harmoniq platform, which integrates with existing workforce management, customer service, and back-office systems.
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This enables organizations to use their current technology and data while establishing a unified foundation for real-time intelligence and automated execution across workforce operations. “Planning for demand alone is no longer enough,” said Jennifer Lee, President & Co-CEO of Intradiem. “Customer demand shifts throughout the day, work moves across teams and channels and employees increasingly work alongside AI and automation. Dynamic Workforce Orchestration connects up-to-the-minute intelligence with real-time execution so organizations can continuously put the right resources in the right place and deliver more responsive customer service.” The launch reflects the growing need for adaptive workforce operations as service environments become more dynamic and AI-driven.
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