Meet Matt Rumins, European Head of Customer Success at Call Center Workforce Management Software: Intradiem

Matt Rumins

Intradiem is the contact centre workforce optimisation expert. The company exists to help contact centres optimise and streamline their operations while navigating the challenging landscape of today’s world.

The core focus for the customer service sector is simple. It’s all about doing more with technology to improve the customer experience at an uncertain time whilst providing time sensitive support to agents operating in a changing environment.

Intradiem’s intelligent automation solution for contact centres processes large volumes of data in real time and takes immediate automated actions to optimise resources to meet customer demand. This enables remote and in-person customer service teams to boost their operating efficiency, improving productivity, and engagement. By providing opportunities for training and coaching during idle times, the solution also supports agent wellbeing.

From a ‘nice to have’ tactical solution, the AI-powered technology has become essential to contact centres dealing with the disruption of the past two years, especially as customer service transforms the hybrid /remote working world.


 What do you think makes this company unique?

Intradiem’s unique advantage is that it works with data in real time, giving contact centres huge flexibility. Its AI-powered technology processes the massive quantity of data generated by contact centres and back offices and takes immediate action to support both in-centre and remote teams.

It automates many contact centre tasks, including alerting agents to take surprise and wellness breaks, allowing them to finish early when conditions allow, offering to provide support when call handling data suggests they need it, whilst also prompting agents to conduct training or other work during idle time. This frees up managers to focus on more strategic tasks while reducing operating costs. It also supports planning teams with greater insight and understanding of contact centre operations.


How has the company evolved over the last couple of years?

The COVID-19 pandemic has shown that AI is vital to contact centre success. Organisations can use AI to support their customer service teams and create better experiences for their agents.

One of the lasting legacies of the pandemic has been a heightened focus on agent well-being, including more frequent check-ins and communication to provide the assistance and support that agents need to perform better and feel happier at work.

We are evolving alongside our customers to support them in their efforts to put their employees first. Our solutions empower agents to work smarter, giving managers more insight so that they can operate more strategically whilst also giving more control to team leaders to offer tailored coaching.

What can we hope to see from Intradiem in the future?

We will continue to work in close partnership with our customers to understand their business problems, explore potential solutions together, get their feedback throughout the product development phase, and create solutions that specifically address those business problems.

We continue to invest in AI and Machine Learning skills to expand the learning capabilities of our solution to make it smarter and more adaptive for customers.