Intradiem

Workforce automation solution for optimizing operations

About Intradiem

Intradiem is a cloud-based workforce automation solution designed to help businesses streamline operations related to agent engagement and customer service experience. The platform comes with an automated training module, which lets organizations create real-time training plans and allows employees to manage schedules via a mobile application.

Intradiem includes a time handling module, which assists managers with improving productivity and call handling time across customer interactions, call holds, and post-call feedback. The solution offers a host of features such as targeted training, real-time reminders, contact centre management, performance-based training, achievement recognition, one-on-one coaching, and more. The built-in queue monitoring system allows administrators to assign executives and resources according to call volume and monitor agent performance.

Intradiem assists enterprises with gaining insight into processes, average call handling time, adherence, compliance, and agent performance via analytics, graphs, and charts. Plus, it supports integration with various third-party systems such as automatic call distributors (ACD), workforce management (WFM), customer relationship management (CRM), and more.

Devices

Business size

S M L

Markets

United States

Supported Languages

English

Images

Intradiem agent prompt
Intradiem analytics
Intradiem time-off request
Intradiem notifications
Intradiem calendar schedule
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Intradiem video
Intradiem screenshot: Intradiem agent prompt Intradiem screenshot: Intradiem analytics Intradiem screenshot: Intradiem time-off request Intradiem screenshot: Intradiem notifications Intradiem screenshot: Intradiem calendar schedule

Features

Total features of Intradiem: 29

  • Automated Scheduling
  • Automatic Adjustments
  • Automatic Call Distribution
  • Automatic Notifications
  • Call List Management
  • Call Monitoring
  • Call Reporting
  • Call Routing
  • Call Tracking
  • Call Transfer
  • Customer Experience Management
  • Customizable Reporting
  • Employee Management
  • Engagement Analytics
  • Performance Management
  • Performance Metrics
  • Performance Reports
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Reporting & Statistics
  • Rules-Based Workflow
  • Scheduling
  • Skills Tracking
  • Status Reporting
  • Training Management

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Reviews

Overall rating

4,3 /5
(15)
Value for Money
4,3/5
Features
4/5
Ease of Use
4,2/5
Customer Support
4,4/5

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Showing 5 reviews of 15
Verified Reviewer
Overall rating
  • Industry: Banking
  • Company size: 10 000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Powerful workforce management tool

Reviewed on 2019/04/04

Pros

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.

Cons

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.

Gene C.
Overall rating
  • Industry: Insurance
  • Company size: 10 000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Positive ROI, low TCO and short payback!

Reviewed on 2019/08/28

We implanted the very first cloud to cloud integration between Intradiem and NICE WFM and the...

We implanted the very first cloud to cloud integration between Intradiem and NICE WFM and the collaboration between the two companies and my team was nothing less than great! My account exec, [SENSITIVE CONTENT HIDDEN] was always right there any time I had a question or concern.

Pros

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.

Cons

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.

Verified Reviewer
Overall rating
  • Industry: Financial Services
  • Company size: 10 000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Intradiem Product Evaluation

Reviewed on 2019/08/22

Pros

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

Cons

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

Doug K.
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 10 000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Powerfully customizable training delivery tool

Reviewed on 2019/08/07

As a 24/7/365 Call Center, we needed to provide training to 2000+ employees while not creating high...

As a 24/7/365 Call Center, we needed to provide training to 2000+ employees while not creating high wait times for members calling us for their needs. This tool is able to find the slack time that develops everyday and allows it to be utilized for real purposes.

Pros

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.

Cons

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.

Verified Reviewer
Overall rating
  • Industry: Insurance
  • Company size: 5 001-10 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great Product & Team

Reviewed on 2019/03/26

Pros

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.

Cons

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

Showing 5 reviews of 15 Read all reviews

Intradiem FAQs

Below are some frequently asked questions for Intradiem.

Intradiem offers the following pricing plans:

  • Pricing model: Subscription
  • Free Trial: Not Available

Contact Intradiem for pricing details.

Intradiem offers the following features:

  • Scheduling
  • Skills Tracking
  • Variable Workforce

Intradiem has the following typical customers:

Small Business, Large Enterprises, Mid Size Business

Intradiem supports the following languages:

English

Intradiem supports the following devices:

Android, iPhone

Intradiem integrates with the following applications:

Verint

Intradiem offers the following support options:

Phone Support, Online Support, FAQs, Forum, Knowledge Base

Related categories

See all software categories found for Intradiem.