Amazon Connect vs. Intradiem

Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.

Incentivized

Given that I've been working in the call center industry for years upon years and knowing how well-streamlined the process of distributing training modules to a whole floor of agents all at once can be, I must say, Intradiem would have been a bit time saver back when I first started at similar workplaces. Training modules would be what I would say is its most appropriate usage, as opposed to direct communication on an IM basis.

Incentivized

• The training and orientation from Amazon Connect is excellent, as there are documentations and online live training.
• Further, Amazon Connect has a scalable call center, that supports voices, chats, and real time messaging.
• The customer service is also intuitive, with flexible call hours, as the team of helpers is readily available.
• Lastly, through Amazon Connect, there is a survey and feedback option.

Incentivized

• Workforce management.
• Giving intelligence reports.

Incentivized

• Currently, they don't support reading SIP headers which is sent to aws from 3rd party after Self service/automation in a Agent transfer.
• Support for rich template(configured in Lex) in the Test flow of chat in Amazon Connect is missing.

Incentivized

• Occasionally, upon completing assignments, they wouldn't always be marked complete.
• Unless the Intradiem software was already installed on a given workstation I was using, my staff never seemed to know how to get it installed for me.
• There were occasional times when my coworkers would have assignments that did not populate for me.

Incentivized

It is very easy to use for any access level and has greatly facilitated users' ability to properly document tickets without getting lost in short or vague comments. Each case is fully tracked through this transcription of information. This made it easier for us to decide whether to implement, use, and maintain it as our contact tool in our customer service center.

Incentivized

Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. Features like lense is amazing

Incentivized

• It helps us connect with ServiceNow through a direct integration.
• It allows us to document everything from the chat with ticket documentation in real time.
• It allows us to track agent and case activities.
• It has allowed us to integrate everything with ServiceNow, and it is very valuable, something that Five9 has not achieved at the moment.

Incentivized

• The best project contacts easy management.
• Intradiem is effective on records management and files sharing.
• Effective communication and activities and behaviors tracking tool.

Incentivized