Intradiem Reviews

Intradiem's use of "If/Then" methodology paired with a multitude of integrations from which to pull data makes it a flexible platform. Further, aside from standard statement creation, they went further to add "Advanced Conditions" where you can further customize and tailor your rules to meet a variety of business needs.

The Agent interface is simple to use, and the Manager Console is robust and contains a wealth of information for real-time management and historical trending.

Also, there is a very helpful "WebHelp" learning section that outlines specific details about much of the interface.

The occasional need to re-package and re-deploy is a pain-point in larger environments where users leverage a variety of machine configurations and login platforms. Fortunately, Intradiem is making strides in moving further away from this necessity and most upgrades/enhancements are already occurring without this requirement.

There are also opportunities in the rules engine design to add more flexibility to triggers, conditions, and actions to reduce the number of rules and filters needed for certain use-cases.

The ability to turn agent idle time into productive off-phone activities such as training or coaching.
The reduction in labor hours of the WFM team in scheduling off-phone activities.
Productivity metrics went through the roof once we turned the application on in the contact centers.

There’s nothing to not like and from an engineering, s/w development and architecture perspective there is nothing in the con list that I have to add.

I love the Intradiem software because it creates an automated opportunity for our call center employees to get caught up on training and communications when call volume allows it. It also gives our teams the ability to focus on other high priority items as the need to manually schedule training and meetings has been placed into the software.

Nothing that jumps out at me currently. The team is always looking for ways to improve upon pain point items.

The product is easy to learn and easy to use for our company. I love that this tool is able to keep our agents on task and to allow them to stay in compliance. Intradiem has helped our scheduling department immensely.

Intradiem does have the occasional glitch where it does not always update an agent's schedule as it should. There are also times where the training an agent receives is slow or freezes.

the ability to capitalize on unproductive time

I wish we had more robust reporting for some of the options around quick actions.

The tool is very easy to use and the company has very good customer and technical support.

No mobile learning capability. In this day and age, this should be standard for an LMS.

ability to identify pockets of availability to leverage for productivity

can be difficult to maintain with large and complex organization structures

It is user friendly for both the agents as well as management.

The functionality between our systems with IT and there's.

Product is very effective in the delivery of training and surveys. We've been able to continue to have a positive ROI for several years. The ability to deliver training an optimal times has allowed our company to to more effectively manage our intra-day trends

New product functionality does not seem to always function as designed. Great ideas with awesome potential to product additional savings, but it seems the functionality is put to marker without proper quality control or effective user testing

The rules engine that is a part of Intradiem allows you to create some of the most intricate way to deliver training or other tasks to your staff. This tool does exactly what they say it does.

For new users might take a little bit of time to dial in your rules for the perfect and seamless operation it can provide. Requires Administrators that understand not only the Intradiem system but how your business works.

The ability to find availability/capacity in the contact center, to delivery hot topics, trainings, and other related tasks. This helps take advantage of real-time capacity without having to manually find these times - which are mostly missed.

There is opportunity to improve the reporting side, have seen improvements but a piece of the tool that is my go to.

Automation helps to perform a much efficient way to deliver and produce services.

If the software could be more object oriented or user-friendly, it would be much better.

Be able to automate training sessions to agents
able to export reports
able to do customizations
Support is always willing to help

No way to monitor which agent it offers depending on the rule configured
Reports are not real time - you can only see yesterdays reports
too many menus to go through
Slow (web based)
No desktop for Admin version

Very much like the automation of scheduled training and the Verint write back, reps also love the early break/lunch offers

I think if your on-boarding the software you need to be realistic on timelines, have a good deployment plan, it takes time to get things fully operational

Software is easy to use, rule features allow for quick adjustments and flexibility across the country for sites. The tool has so much potential and we are just scratching the surface with our initial business cases of task management.

Report features are not as easy to use as the tool itself, there is a lot of filters and drill levels of detail to navigate through.