Executive Interview with Matt McConnell, CEO of Intradiem


Intradiem has been providing services to the contact center industry for almost 25 years. Contact Center Pipeline was thrilled to have the opportunity to talk with CEO Matt McConnell to learn more about the organization and workforce automation platform.

Matt McConnell

Q. What makes Intradiem unique in the industry?

Intradiem is the only company in our industry that consistently delivers a 3X and even greater ROI for our customers, day in and day out. We have proven our ability to repeatedly deliver an ROI for major clients including Anthem, Ameriprise Financial, Sprint and PREMIERE Bankcard, and that has been the most important driver of our success and our growth. In the past two years alone, we have delivered over $160 million in measurable, actual hard dollar savings to our customers.

On top of cost reduction, the platform delivers value for agents and customers. Workforce automation helps agents meet their key KPIs, keeps them in adherence, offers Voluntary Time Off, and prompts them to go to lunch or break early to avoid a long call. We offer many different use cases that drive efficiency, and we also optimize idle time for agent development activities. With improved efficiency and engaged agents—the customers receive a better experience.

Q. What is your leadership’s top priority?

Our top priority and goal—not just for leadership but for all of our employees—is to deliver increasing savings and a greater ROI for our customers every single day. We partner with our customers so they can receive the most value from our workforce automation platform year over year.

Q. What is the most important thing you’ve learned from your customers?

Customers are under enormous pressure to reduce costs without negatively impacting their end customer experience or the job satisfaction of their customer service agents.

Our customers often tell us that they invest in workforce automation first and foremost for the hard dollar savings our solution delivers. After implementation, a member from our executive team will check in to discuss progress and review their initial results. A common theme shared is that in addition to the efficiency gains and savings they’ve achieved, they’re often a little surprised and extremely pleased to see how much their agents love using the solution.

Q. What is the top pain point that your product fixes for your customers?

Our customers invest in workforce automation because they have found that using decades-old contact center technology and processes has made it increasingly difficult to increase contact center efficiency.

With Intradiem, they’re giving every single agent an automated manager that guides them throughout the day. This manager monitors contact center conditions to help agents better manage handle time, for example. Talk time, after-call work, hold time—all of these contribute to handle time. Intradiem monitors these agent states in real time and prompts agents when they pass certain thresholds. Shaving seconds off average handle time saves millions of dollars. With reducing hold time, not only does this impact efficiency, it improves your customers’ experience as well. Thirty seconds on hold is much different to a customer who is waiting than to an agent who is seeking assistance.

Intradiem At-a-Glance

What do you do?

Intradiem is the only workforce automation solution that dramatically increases your efficiency while improving both agent engagement and the customer experience. Our powerful technology acts as an automated manager for contact center agents with rules that are triggered in real-time by your actual center level conditions.

The result is increased productivity and a significant return on investment, with typically a 2x payback in the first year and a 3-5x return in subsequent years.

We are powering over 1 billion automated actions annually and have saved our customers over $160 million in the past two years, all while improving employee engagement and the end-customer experience.

Who do you serve?

Our customers have contact centers in healthcare, financial services, insurance, telecommunications and retail industries with 200 agent seats and more. Over 230,000 contact center employees use Intradiem every day.

What types of integrations do you support?

Our automation solution integrates with contact center ACD, WFM, LMS, QA and technologies among others.

When were you founded?

Intradiem was founded in 1995 as a solution to dynamically deliver training. Since that time, the company and the technology has evolved to deliver activities beyond training and is the only contact center automation solution that dramatically increases efficiency while improving both agent engagement and the customer experience.