Intradiem Introduces Queue Optimizer

Intradiem today launched Queue Optimizer to help customer service organizations anticipate service-level risks and dynamically align staffing.

Built on Harmoniq, Intradiem's platform for Dynamic Workforce Orchestration, Queue Optimizer works with call distribution and workforce management systems. Queue Optimizer continuously evaluates queue performance, workforce availability, business priorities, and service-level commitments. It uses that information to identify and recommend the staffing adjustments with the greatest impact across the operation. Workforce managers can review and approve those recommendations, after which Queue Optimizer automatically executes the changes within the call distributor.

"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 and co-CEO of Intradiem, in a statement. "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."