Intradiem has released Queue Optimizer as an option for large organizations offering customer services to ensure their service levels and cut down on expenses. Queue Optimizer helps enterprises predict service issues and make changes to staffing as per the current demand. In addition, it helps in coordinating the workforce as per business and operational priorities. Large service organizations have numerous queues and service level agreements. Different priorities, staffing, and budgetary implications are associated with each of them. Hence, managing such operations necessitates proper planning and decision-making.
Automatic Call Distribution (ACD) and Workforce Management systems have routing, forecasting, and performance reporting capabilities. However, changes in staffing need manual intervention from time to time. Therefore, responding to service demands in a timely manner is difficult for such organizations.
This problem results in poor performance and costly implications that might cost tens of millions of dollars. The queue optimizer solves this problem by making automatic changes to the workforce.
How Queue Optimizer Improves Workforce Management
Queue Optimizer is a product of Intradiem’s Dynamic Workforce Orchestration solution based on Harmoniq. Queue Optimizer uses existing ACD and workforce management solutions to evaluate queue performance, availability of staff, priorities of business, and SLA commitments. Based on this data, the system analyzes what staffing adjustments will be the most operationally impactful. Workforce managers can view and approve these changes. After approval, Queue Optimizer applies these changes automatically through the ACD.
This allows companies to react to service risks more quickly. They will be able to keep their workforces stable at the same time as they enhance operational effectiveness. In addition, they are able to minimize the risk of SLA penalties. Queue Optimizer expands the capabilities of the Dynamic Workforce Orchestration solution by solving one of the most complicated problems of customer service. It provides an opportunity to balance customers’ requirements, staff requirements, and costs of operation. President & Co-CEO of Intradiem Jennifer Lee stressed the significance of quick operational decisions.
“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.”
Through this new initiative, Intradiem intends to assist big service organizations in making better staffing decisions. This software also facilitates efficient operations through dynamic workforce orchestration.
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News Source: Businesswire.com
