Latest / The Tech Matchmaker / Real-Time Contact Center Automation: How Intradiem Boosts Productivity & Prevents Burnout
Transcript
- Gina Gibson: Thanks for hanging out with us on the Tech Matchmaker. I hope today's spotlight sparked some fresh ideas and real solutions for your contact center. Want to dive deeper into the tech we featured? Hit up the show notes for all the links and extras and be sure to subscribe so you never miss an episode. And if there's a challenge you want us to tackle, don't be shy, reach out. I'll catch you soon with more innovation, more use cases and more ways to keep your business moving forward. Thanks for hanging out with us on the Tech Matchmaker. I hope today's spotlight sparked some fresh ideas and real solutions for your contact center. Want to dive deeper into the tech we featured? Hit up the show notes for all the links and extras and be sure to subscribe so you never miss an episode. And if there's a challenge you want us to tackle, don't be shy, reach out. I'll catch you soon with more innovation, more use cases and more ways to keep your business moving forward. Hello everybody. Today I'm pleased to introduce you to two of Intradim's best. I have Rachel DiBello, who is the Enterprise Sales Director and Larry Swift of the Vice President of Solution Consulting. Welcome to the podcast, you guys. ⁓ Larry Swift: you Rachel DiBello: Thanks, Gina. We're excited to be here today. Thanks for inviting us. Gina Gibson: Thanks so much for joining. So I always like to start with the basics. So Rachel, why don't you tell us a little bit about yourself? Larry Swift: you Gina Gibson: Stay curious, stay bold, and keep exploring what's next. Stay curious, stay bold, and keep exploring what's next. Rachel DiBello: ⁓ thank you, Gina. Yeah, I've been with Intradim and the function for about eight years now. I have pleasure of working with our prospects and onboarding them as customers. So I work with them from the very beginning of the journey of understanding Intradim, business rallying excitement, and ultimately onboarding them ⁓ as customer of Intradim. it's been a wonderful journey. It's a great company. Larry Swift: you Rachel DiBello: looking forward to the future with with intraday in Gina Gibson: Larry, how about you? What's your history? Larry Swift: Yeah, thank you. I've been with Incradium a little over 14 years now. I head up our solution consulting group, as you've mentioned. I have a little over 25 years in the contact center space. So really excited to talk to you today. Gina Gibson: Excellent. Larry, think with your 25 years of experience, how about you give us the elevator pitch on intradaym? What does intradaym do? Larry Swift: Sure. Yeah. So believe it or not, fun fact for those that are not familiar with Intradim, we've actually been in business over 30 years. We have a real time automation that does not replace anything in your contact center today, but rather gets real time data from your existing systems, like your workforce management system, ACD, LMS to name a few. And having that real time data allows us to take actions in the now and we can talk a little bit more about what that means as we have this discussion. Gina Gibson: Yeah. And let's pull that thread a little bit, Larry, because so if it's not replacing anything, does it sit on top of my CECAS or whatever? And when they say like the different platforms, well, we do real time. Talk to us a little bit about how you're different and what your differentiators are. Larry Swift: unique piece about Interdm is we do not have direct competition. And good and the bad with that, right? So when you think about what we're doing is we're sitting in between workforce and ACD systems to get, grab that data. Now, when we get a little deeper of what we do with that data, imagine what real-time analyst does day in and day out, right? They have this perfect plan going into the day based on historical call volume. Yet it never follows that plan, right? So what happens? They become firefighters. They're constantly trying to put out fires. Where intradim really plays is having that ability to proactively react to what's going on right now and fire actions. An example might be, hey, I have some untapped capacity right now. There's some idle time. Gina Gibson: That is it. Larry Swift: Why don't we dish up a critical communication or a computer-based training that wasn't pre-scheduled, but rather we're taking those pockets and filling them with productivity. Another area that we might look at is how often do agents go to lunches or breaks exactly at the right time? Few and far between, right? Well, imagine being able to have our pulse on that and adjust those breaks and schedules to reflect what's actually going on. At a high level, that's just kind of a couple of our solutions that... really make us a different platform. ⁓ Gina Gibson: Yeah. And you know, I can say for the people, like people that I've crossed paths with that have had the fortune of having you in, their previous employment, boy, they notice the difference of how they're able to manage and run a center when they go to their next job that maybe doesn't have intradim. So I would guess ⁓ while may not have the con, you know, be the only one in the competition, word of mouth and users definitely. helps you along the way because I know that that's how I learned about interview along the way which is wonderful. ⁓ Rachel DiBello: It's so true, Gina, our customers are our biggest salespeople. make my job incredibly easy because when evangelize on our behalf, sometimes without us knowing, right? We find out, ⁓ we get a or we get a request for a new, like a demonstration. ⁓ And it really from just that word of mouth, which we're so fortunate and grateful for. But it's really a to ⁓ how well the platform is providing value for our customers, that they're willing to go out there and spread that word. In a world today where most people don't want to leave a public review or things like that, it just speaks volumes to the partnership with Intraday and when they do. Gina Gibson: Absolutely. Larry Swift: You know, it starts with our culture, right? We, Dean, we are a people first company and we're absolutely a people first company. We're known as the green and orange and we really partner with our customer base to ensure that we're not looked at as a vendor. We're looked at as a... Gina Gibson: And I think that's definitely what I've sensed in the customers that I've spoken to that have used you in the past. me you guys, is there any vertical that you ⁓ more prevalent in or that you have greater success in or are across everything from healthcare to retail to utilities to you name it? Larry Swift: Thank you. Rachel DiBello: Yeah. Yeah, that's a great question. When you think about the problems that exist in contact centers, not siloed by vertical. The are real, regardless of the industry. Agent burnout retaining and engaging employees in a meaningful way, how that transcends a customer experience, these are things that every call center cares about. So while we have deep expertise in banks and financial institutions, Gina Gibson: Yeah, this is like... Rachel DiBello: telecom, the really large enterprise contact centers where they're multi-site, multi-skilled, multi-line of business, things like that. We can ⁓ massive amounts of problems at scale, but doesn't have to be that either. We can look at contact centers as well. The challenges are the same. People are people and they're looking to solve it. And ⁓ that's ⁓ dynamic of Intradaym too. We can be very customized based on the the current context and our environment of that particular customer. Gina Gibson: And with that, how do you ensure your product stays innovative and ahead of the industry trends? Because there is, wow, right now we're moving at the speed of light, right? With AI and everything, how do you, how does, what does Intradim do to stay ahead of the curve? ⁓ Larry Swift: so Rachel kind of touched on it that our customers are our best inventors. We've recently released ⁓ two newer products. The first called user productivity tracking that takes desktop analytics and it utilizes our features of firing real-time actions and come into play. So it's really taking and enhancing desktop analytics. The other area as we dip our toe in AI is, ⁓ all right, indicator. So now we are able to leverage data that we have and to a machine learning model to start to predict attrition or burnout before it ever happens, and then proactively suggest remedies, such as wellness break, one-on-one coaching as an example. Rachel DiBello: Yeah, and Gina, we keep ahead of that too, as Larry mentioned, customer community is ⁓ robust and active. So we are very intentional about how we meet with our customers. We have variety of different ways in which we do that from an executive level all the way down to the user level. We have road we have events, and we really listen sit down with our customers to understand what challenges are they facing today and what can Gina Gibson: in the door. Rachel DiBello: we do to rally around them to provide ⁓ new solutions that are going to help them solve those problems. And it's amazing what happens when you get folks in a room together. might have banks a room that are direct competitors, but you know, they're willing to share ⁓ some the challenges that they're having because we're able to give them real tangible solutions. So we really listen to our customers and we place a significant amount of our investment back into to the business, our business, to further fuel innovation. But it really does come from the feedback of our customers. And where do we go next? And it's been really a lot of fun. Gina Gibson: I love that. mean, eating your own dog food, right? Customer experience matters, the agent experience matters, and focusing on what your customers are saying is such a great, great story. Speaking of which, and I know, how about both of you share one success story each as far as your kind of, this is a good shining moment for Entradium. Rachel DiBello: Yeah. Larry Swift: want to go first, Rich? Gina Gibson: Yes. Rachel DiBello: Sure, ladies first there. Yeah, so a recent success story for me, know, C-Cast all in every one of our contact centers, whether it's a topic that people are trying to figure out, C-Cast and AI, right? These are things that contact centers are looking for, what's the next, the transformation that's gonna happen. Every single customer of ours is either in the beginning, middle or end stages of their C-Cast deployment. ⁓ And as part of that, it's been really interesting become a part of that journey. We are critical part of and have become a critical part of the CCAS transformation ⁓ because we a unique ability to integrate into legacy applications at the same the future state CCAS. So as organizations are rolling out. thousands upon thousands of users from their premise to their cloud-based solutions, we just follow along for the journey. the best part about this and why it's so critical is that we're fill a gap that exists when you go from a premise-based ⁓ that sometimes been implemented and enhanced over decades a CCAS solution that is going to provide amazing new technology, but there's going to be some gaps there. ⁓ We can help that gap in in to providing that consistent experience for the agent. then just important, we're able to, because of our automation solution, there's a hard dollar ROI here. That intradaym self-funds We pay for ourself within a matter of months. So there's that in-year but we can also be a part of the contributing savings ⁓ and to the initiative, we all know those are big price tags. So it's a huge win for the business and I would say that there's been numerous of those projects this year. Gina Gibson: good question that. You mentioned you're at the beginning, middle and end and I would have thought, bring them in after, right? Like once you get everything up and running. are you saying best time to bring you in is kind of, hey, we just purchased a new CCAS, let's deploy everything at the same time. Can we talk a little bit about that for our listeners? Because, you know, reporting is always kind of that Rachel DiBello: Absolutely. Gina Gibson: thing that's left to the very end, right? Even though it's the most important thing in our business, it sometimes is an afterthought. So talk to us a little bit about that. Rachel DiBello: Yeah. It's a huge, huge missed opportunity if Intradim is brought in after the fact. The reality is the sooner that you can bring us in, ⁓ it's part of the RFP or even before, right? When thinking about CCAS, putting Intradim the front end of that ⁓ is going help not only drive savings and contribute to that overall agent experience that transcends from premise to cloud. Larry mentioned we have a use case that around around finding that that pocket of availability throughout the day and delivering training. is the perfect example. Like there's a massive amount of training that's going to happen on front end of you the CCAS transformation using Tridium to deliver training. ⁓ Find the time, ⁓ the training and that that ROI So what we're finding now is through our we have a very robust partnerships across all the workforce management. Gina Gibson: No. Rachel DiBello: and ACD vendors that are out there seeking solutions, including us as a requirement. And proven to be a differentiator for those partners as well in winning the business. So it's big opportunity if you put us on the back end. ⁓ Larry Swift: Yeah, you know, just to add to that, mean, with Rachel, we recently acquired a large financial institution and they absolutely put us in the RFP because of, as she mentioned, our customers are best sales people. Somebody familiar with it said, this has to be upfront, right? They knew the power of it and now it's being deployed with a CCAS project out to 25,000 seats. Gina Gibson: Excellent. Rachel DiBello: I have some more thing to that too is that when you think about a CCAS project, this is a multi-year journey that you're going on it's a huge amount of transformation that's happening. Intradaym the front end, we're deployed just a matter of months from the start the project to launch. So, and then ⁓ that with the payback, it's a no-brainer to put it on the end. Gina Gibson: So, no more. Excellent. Thanks so much. Larry, what's your favorite success story? Larry Swift: I'll give you a general one. personas. When was the last time they got a nice new shiny? Right. 20 years ago with a workforce platform. When I have conversations with workforce personas, I absolutely love it because they come into with the mindset of, we're already doing that. Yeah. You are already doing that. I like to say real-time analysts should be called real-time transactional workers. Right. They're constantly reacting to what's going on. Now. After we have that initial presentation and we show them what's possible, it's like a kid on Christmas morning, right? They get super excited because they're always in the back of the bus and they start thinking of how offsetting all these manual tedious processes are going to allow me to get a seat at the front of the table and really start to get better at optimization. So like I said, in general, it's just the excitement that we create. Gina Gibson: Generate I love it. How do you guys envision your product changing? how how is intradium kind of evolving? And I know you you mentioned you take all the feedback from your customers and that kind of thing but What do you guys see on the horizon? And if you can't share it I get it because there's you know, everybody's you know might not be released yet or whatever But what do we have to look forward to? Larry Swift: Yeah, with our dynamic workforce orchestration engine, it's allowing us to AI now and to leverage that even further to explore more of those problems that we're seeing not only in the contact center, but any type of frontline persona, right? We're being deployed to, you know, nurses, doctors, you name it. It's not just tied to the contact center. and the evolution is continuing over the next 18 to 24 months. Without telling you specifics. Rachel DiBello: Gina, one other. Yeah. Gina Gibson: Yes, and I totally appreciate it. Totally appreciate it. Rachel DiBello: And I would also say too that, Gina, know, when you think about contact centers or just any workforce, that is the single largest investment that these organizations have in their budget, right? Like this is a huge number. creating solutions that engage and empower those lines and retain them, that's, we're focused on that as well. So that's a big, big area of from where we started 30 years ago to where we are now, where we're going. Gina Gibson: Thank you. Rachel DiBello: also just how fits the ecosystem when you think about AI in general, right? ⁓ There's going be the need for the human touch, right? So we strongly believe in automation, ⁓ but it's automation human beings. So we are never to advocate that we're automating things away, right? What we're doing is we're making experiences better and we're investing back in agent workforce. Gina Gibson: Absolutely. Larry Swift: AI is taking these easy tier one calls off the table. What's that going to leave? That more difficult call. So what better way to then to equip your agents to be ready to attack those with knowledge and other things. Gina Gibson: Definitely and I think that's something that most people are making the differentiator in in the market space today, right? We want to make sure that the agents understand that we are focused on their experience being better as well as the customers experience being better and you guys I To wrap things up. I've always been a fan of James Lipton And so if you've watched the podcast, you know, it's coming next a little bit of rapid fire. So Rachel, what is your favorite word? Rachel DiBello: would say that it is value. Gina Gibson: Larry? Larry Swift: I'll go with resilience. Gina Gibson: Excellent. What is your least favorite word? And Larry, we'll start with you. Larry Swift: Can't. I hate the word can't. Gina Gibson: Rachel? ⁓ Rachel DiBello: Similar to Larry, If someone tells me no, I just ⁓ dig heels in. ⁓ Gina Gibson: Excellent. What excites you the most, Rachel? Larry Swift: What is this? Rachel DiBello: upcoming Philadelphia Eagle season. ⁓ ⁓ Gina Gibson: love it. Larry, how about you? Larry Swift: I think all the new relationships I continue to build by preaching about the value that this can bring, it really truly brings real world relationships. Gina Gibson: Excellent. And you guys, if somebody wants more information on using Intradim or like a demo, who should they reach out to? Larry Swift: I think they should just reach out to you, Gina, and then you can connect with us. Gina Gibson: You guys, thank you so much for your time today. I've really enjoyed our conversation and learning more about Interdium. It's been an absolute pleasure and I look forward to having you back in the new year with one of our joint customers. Larry Swift: Yeah, thanks a lot. This has been really fun. Rachel DiBello: We can't wait. Thank you. Gina Gibson: Thanks so much.