Intradiem Reviews

Pros

This platform has been extremely helpful when it comes to identifying opportunities and scheduling time for associate development while also sharing useful data and information. The rule engine is a key part of it making it possible to build detailed and effective ways to deliver training. Another standout feature is the favorites option which helps the team stay focused on the highest priority items.

Cons

From both an engineering and management perspective, I really have not come across any downside to this management tool.

Pros

The automation around scheduled training has been really useful and the Verint write back works well. Our reps also really enjoy getting those early break and lunch offers.

Cons

If you're bringing this software on board, it's important to set realistic expectations around the timeline and have a solid deployment plan in place. It takes a while before everything is fully up and running.

Pros

One of the biggest wins with Intradiem is how it turns agent idle time into productive off phone work like training and coaching. It also cuts down the labor hours the WFM team would normally spend scheduling those activities. Once we rolled the application out in our contact centers, our productivity metrics increased dramatically.

Cons

I really don't have any complaints. From an engineering software development and architecture standpoint, there's nothing I would add to the con list.

Pros

Getting started with this product was pretty easy and it has been simple for our company to use day to day. It does a really good job of keeping our agents on track and helping them stay compliant. It has also been a huge help to our scheduling department.

Cons

There are occasional glitches with Intradiem where an agent's schedule does not update the way it should. At times, the training an agent receives can also be slow or freeze up.

Pros

Using this tool has been very simple and the company provides really solid customer service and technical support whenever help is needed.

Cons

It still lacks mobile learning support which feels like a feature that should already be standard in any LMS today.

Pros

Automation makes it much more efficient to deliver services and keep production running effectively.

Cons

The system would be even better if it were more a bit more user friendly.

Pros

Intradiem has been very effective for delivering training and surveys. It has helped us maintain a positive ROI over multiple years and being able to send training at the best times has made it easier for our company to manage intra day trends more efficiently.

Cons

One frustration is that newer features do not always work the way they are supposed to. The ideas behind them are excellent and seem like they could create even more savings but at times it feels like they are released before proper quality control and thorough user testing are completed.

Pros

It does a really good job of spotting pockets of availability that can be used to improve productivity.

Cons

Keeping it maintained can get challenging when you're dealing with large, highly complex organizational structures.

Pros

The software's rules engine makes it possible to set up very detailed ways to deliver training and assign other tasks to staff. It really does what it promises and handles complex workflows well.

Cons

New users may need a bit of time to fine tune the rules before everything runs exactly the way they want. It also needs administrators who understand both the Intradiem platform and the way the business operates.

Pros

One useful part of this tool is being able to automate training sessions for agents instead of handling everything manually. It also lets us export reports and make customizations when needed which adds some flexibility. On top of that the support team is consistently willing to help whenever something comes up.

Cons

A limitation is that there's no clear way to monitor which agent the system selects based on the rule that was configured. The reporting is also behind since you can only view yesterday's data rather than anything in real time. On the usability side, there are too many menus to click through and because it's web based, it feels slow. It would also be better if there were a desktop version available for admins.

Pros

Both agents and management can use it comfortably since the platform feels very user friendly on both sides.

Cons

The functionality between our systems and IT setup still has some gaps.

Pros

It really stands out for its flexible approach and the wide range of integrations it can pull data from. On top of the standard statement creation, it also includes Advanced Conditions which makes it possible to fine tune and customize rules for all kinds of business scenarios. The Agent interface is simple to work with, while the Manager Console is powerful and packed with useful information for both real time oversight and historical trend analysis. Another big plus is the WebHelp section which does a good job of explaining many parts of the interface in detail.

Cons

I wish there wasnt the occasional need to repackage and redeploy especially in larger environments where people use different machine setups and login methods. That said, Intradiem has been improving in this area and many upgrades and enhancements already happen without needing that extra step. There is also still room to make the rules engine more flexible when it comes to triggers, conditions and actions which would help cut down on the number of rules and filters required for certain use cases.

Pros

Being able to spot availability and capacity in the contact center for hot topics, training sessions and other related tasks has been really valuable. It helps us make better use of real time openings without having to manually search for those windows which are often missed otherwise.

Cons

The reporting side still has room for improvement. I have noticed some progress there but it remains one of the main parts of the tool I rely on most.

Pros

Using this software has been very easy and the rule based features make it simple to make quick adjustments while keeping flexibility across sites nationwide. It also feels like there's a lot more value to unlock and with our first task management business cases, we're only beginning to tap into what the tool can do.

Cons

Reports are a bit hard to figure out especially compared to the rest of the platform since there are quite a few filters and multiple drill down levels of detail to work through.

Pros

This has been a fantastic fit for our call center because it automatically creates opportunities for employees to catch up on training and communications whenever call volume allows. It also helps our teams stay focused on other high priority work since the manual effort of scheduling training sessions and meetings is now handled by the software.

Cons

Nothing specific stands out as an issue. The team behind it is consistently looking for ways to improve pain points and make the product even better.