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Intradiem Intelligent Automation processes contact center management data in real-time to intelligently determine–and direct–each rep's activity to maximize productivity and engagement–every minute of every shift. By transforming workforce operations from manual and reactive to automated and responsive, Intradiem creates agile frontline workforces that are always prepared, always productive, and never caught off-guard. Over 260,000 people use Intradiem's solution every day.
Provider
Intradiem
Located In
United States
Foundation
1995
Open API
Unverified
Deployment
Cloud, SaaS, Web-Based, On-Premise Windows, On-Premise Linux
Training
Live Online, Webinars, In Person, Documentation, Videos
Support
Email/Help Desk, Knowledge Base, FAQs/Forum, Phone Support, 24/7 (Live rep)
Contact center leaders, Workforce Management, Operations, IT, Learning & Development, CX. Markets: Financial Services, Insurance, Healthcare, Retail, Telecommunications, Utilities, Hospitality
Content Source: Intradiem
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Intradiem Reviews
Pros
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.
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.
Anthem has a great relationship with our success manager. He is knows our business and is always available to help us ensure we're seeing success with the tool.
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.
Cons
No mobile learning capability. In this day and age, this should be standard for an LMS.
Can be difficult to maintain with large and complex organization structures.
No way to monitor which agent it offers depending on the rule configured. Reports are not real time - you can only see yesterdays reports.
Nothing that jumps out at me currently. The team is always looking for ways to improve upon pain point items.
"Great Workforce Management Software"
Overall: A highly recommended tool for employee and knowledge management.
Pros: It has proved to be very helpful for identifying and time scheduling for associate development and sharing useful data and information. The rule engine plays a vital role to help create intricate way to deliver training. The favorite feature gives you the ability for the team to focus on the items with high priority.
Cons: From the engineering and management point of view, I do not find any negative aspect of this management tool.
"Powerful workforce management tool"
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.
"Intradiem Product Evaluation"
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
"Positive ROI, low TCO and short payback!"
Overall: 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.
"Powerfully customizable training delivery tool"
Overall: 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.
