Name: Intradiem
Rating: 8.6 (11 reviews)
Author: Intradiem

Communications Outsourcing

Customer Success

Help Desk

Web and Video Conferencing

Customer Support

Image Recognition

Java Technologies

Software Repositories

Development

Business Intelligence (BI)

Collaboration

Contract Management

Electronic Signature

Interactive Voice Response (IVR)

Supply Chain Management

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Benefits Administration

Corporate Learning Management

Credentialing

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Brokers

Cloud Storage

Data Center Infrastructure Management

Data Center Outsourcing (USA)

Data Mapping

Data Observability

Data Privacy Management

Fraud Detection

Governance, Risk & Compliance

Hyper-Converged Infrastructure

IT Asset Disposal

IT Asset Management

Integration Platform as a Service (iPaaS)

Log Management

Network Performance Monitoring

Operating Systems

Packet Analyzer

Single Sign-On

Smart Contracts

Software Defined Storage (SDS)

Software Distribution

Solid State Drives

Tape Storage

Unified Endpoint Management (UEM)

Virtual Private Cloud (VPC)

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Digital Content Creation

Digital Signage

Email Management

Email Marketing

Marketing Automation

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Meeting Room Booking

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Acceleration

Sales

Animation

Building Information Modeling (BIM)

Equipment Rental

Insurance Suites

Investment Portfolio Management

Legal Billing

Public Sector Software

Tax Practice Management

Vertical-Specific

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### Workforce Management (WFM
Users generally praise Intradiem for its workforce management capabilities, citing its ability to efficiently manage agents, streamline operations, and optimize workforce productivity. The platform is commended for its user-friendly interface, which allows for effective monitoring and management of call center agents. Users appreciate the real-time insights provided by Intradiem, enabling them to make informed decisions to enhance workforce performance and service delivery. Additionally, the tool's features for training, coaching, and self-management are highlighted as valuable assets in ensuring workforce efficiency and adherence to schedules.

### Training and Coaching
Users consistently praise Intradiem's training and coaching capabilities, highlighting the platform's effectiveness in delivering timely and relevant training to employees. The ability to automate training sessions and provide valuable insights through coaching has been well-received by users. Despite some minor glitches reported, the overall sentiment leans towards the positive impact of Intradiem's training and coaching features on workforce development and productivity.

### Employee Engagement
User sentiment regarding Intradiem's employee engagement capabilities is generally positive, with reviewers highlighting the platform's effectiveness in increasing employee engagement and reducing workload for the WFM team. Users appreciate how Intradiem integrates with existing software to deliver training and support to representatives, ultimately leading to improved employee engagement levels. The consensus is that Intradiem's focus on employee experience contributes significantly to a better customer experience, emphasizing the importance of prioritizing frontline staff within organizations.

### Automation Processes
Users generally appreciate Intradiem's automation capabilities for streamlining tasks and improving service delivery. While some users find the automation processes efficient and helpful in reducing manual work, others have experienced issues with reliability and system disruptions. The ability to customize automation features according to specific needs is a notable advantage highlighted by users. Despite some challenges with implementation time and occasional missed custom tasks, the overall consensus leans towards the positive impact of automation processes on enhancing operational efficiency and customer service.

### Schedule Management
Users generally appreciate Intradiem's efficient schedule management capabilities. The system's ability to automate monitoring of queues, adherence, and wrap time in real-time has been highlighted as a valuable feature. Users find that the platform helps in optimizing time and resources, allowing for a more streamlined approach to schedule adherence and handle time exceptions. While there have been occasional glitches reported, overall, users find that Intradiem's schedule management functionality contributes positively to their operational efficiency.

### Real-Time Monitoring and Alerts
Users generally praise Intradiem's real-time monitoring and activity optimization features. They appreciate the ease of tracking telephone agents' management and call monitoring in real time. However, some users express concerns about the lack of visibility into agent offerings based on configured rules and the delay in accessing real-time reports. Despite these drawbacks, users find value in the automation of queues, adherence, and wrap time, allowing for less invasive workforce actions and freeing up resources for more strategic tasks. The consensus leans towards acknowledging the benefits of real-time monitoring and alerts in enhancing operational efficiency and agent productivity within the Intradiem platform.

### Service Delivery Optimization
Users consistently highlight Intradiem's service delivery optimization as a key strength, emphasizing its ability to streamline processes and enhance customer service. The platform's automation features have been commended for their effectiveness in ensuring timely and efficient service delivery. Clients appreciate the platform's capacity to offer quick and tailored services, ultimately leading to improved customer satisfaction. Additionally, the system's user-friendly interface and customizable options contribute to a smooth service delivery experience for both businesses and their clientele.

### Customer Interaction Management
Users generally praise Intradiem's effectiveness in enhancing customer interaction and service delivery. The platform's customer interaction management capabilities have garnered positive feedback, with clients expressing satisfaction in the system's ability to streamline communication processes and provide quick responses to customer inquiries. Clients appreciate the personalized self-service portal that enables them to access services efficiently. Intradiem's customer interaction management features have proven to be instrumental in fostering strong relationships with customers and ensuring prompt service delivery.

### Performance Reporting
Users have varying opinions on Intradiem's reporting functionality. While some users praise its powerful features for monitoring and managing call centers, others express concerns about the complexity of the tool and its limitations in generating reports efficiently, especially for large organizations with bulk data. Additionally, users highlight the need for more robust reporting features, an audit trail, and improvements in new product functionality to align with intended design. The consensus seems to be that while Intradiem's performance reporting capabilities offer valuable insights and features like employee assistance and training, there are areas that require enhancement to meet the diverse needs of users.

### Compliance and Quality Assurance
Users generally praise Intradiem for its ability to enhance compliance and schedule adherence among agents. The system's intuitive features, such as the Agent Virtual Assistant, help agents stay on track with their schedules and breaks, ensuring they remain in compliance with company policies. Reviewers appreciate how Intradiem optimizes break and lunch schedules in real-time, allowing for better management of agent availability and downtime. The tool's customization options also contribute to its effectiveness in maintaining quality assurance standards within the organization.

### Cost Reduction Strategies
Users consistently highlight Intradiem's cost reduction strategies as a key factor in driving operational efficiency and financial savings within their organizations. The tool's ability to automate processes, reduce human labor, and optimize resource allocation has been instrumental in lowering operational costs while maintaining service quality. Reviewers appreciate how Intradiem's dynamic delivery of content and real-time data processing contribute to significant cost savings and enhanced productivity. The platform's features such as Employee Assistant, Early Release Offer, and tailored training programs have been particularly lauded for their effectiveness in reducing costs and improving overall business performance.

Users have made several recommendations for getting the most out of Intradiem. The most common recommendations include:

1. Working closely with operations teams to ensure beneficial use cases: Collaborate with operations teams to identify and prioritize the most impactful use cases for Intradiem. This will help optimize the benefits of the platform.

2. Utilizing the customer sandbox to explore Intradiem's benefits: Take advantage of the customer sandbox feature to gain hands-on experience and evaluate the potential advantages of using Intradiem. This allows businesses to assess whether the platform meets their specific requirements before making a full commitment.

3. Reviewing resources available on WebHelp and Intradiem University: Access the extensive resources available on WebHelp and Intradiem University. These platforms offer best practices, user cases, and other valuable information to help users make informed decisions and maximize the potential of Intradiem within their organizations.

Following these recommendations can help businesses effectively leverage Intradiem's capabilities and improve their employee experience, streamline processes, reduce stress on workforce management departments, and enhance overall operational efficiency.

Versatile and Adaptable: Users have consistently praised the tool for its versatility and adaptability, with many reviewers stating that it can be easily customized to meet their different needs. 

Improved Training Delivery: Several users have mentioned that the tool's training delivery has significantly improved completion rates, indicating its effectiveness in delivering training materials. This feature is highly valued by customers who prioritize efficient training processes.

Automation Feature: The automation feature of the tool has been widely appreciated by users as it reduces manual tasks and improves efficiency. Many customers have specifically mentioned how this feature has helped streamline their workflow and save time.

The software has proven to be highly beneficial for call center agents, helping them reduce Average Handle Time and improve overall efficiency. Users have reported that it simplifies the process of scheduling on-demand phone activities and alerts for overtime and queue management. This automation not only reduces manual work but also improves productivity for agents. One of the key advantages of this software is its ability to simplify training delivery. It provides presentations and advice, making it easier for agents to grasp new concepts and skills. Users have found that this feature helps solve issues related to training delivery and knowledge management. Furthermore, the software offers analytics on customer engagement, improving the employee experience by providing insights into their performance metrics. Another significant use case of the software is its impact on schedule adherence and time management. It automates schedule compliance, allowing customization to meet specific needs. Users have recommended it as a tool for employee and knowledge management as it helps schedule trainings, monitors employee activity, and provides inbound call center services. Moreover, the software optimizes workforce management by automating tasks and providing real-time reports. This saves man hours, streamlines coaching and training processes, and improves overall time management. It ensures quick service delivery by focusing on more productive tasks rather than manual administrative work. For remote working scenarios, the software proves critical in maintaining communication and facilitating training with ease. It optimizes time in real-time, supports agents being out of adherence without compromising operations quality, and reduces stress on the Workforce Management team by automating session assignments. Overall, users have praised the excellent customer support provided by the software company as well as the collaboration between companies involved in implementing it. The software is highly recommended for its ability to automate scheduling, optimize offline time, and improve performance metrics. It has increased efficiency, reduced overtime, and improved employee and customer experiences within the contact center. Furthermore, it has proven to be effective in facilitating training activities without disrupting primary responsibilities and has streamlined the implementation of training exercises and tracking completion progress. Additionally, the software provides powerful management services, effective customer engagement capabilities, and easy project collaboration.

Intradiem in Alpharetta, Georgia offers their eponymous workforce scheduling optimization software for "Intraday Automation," or scheduling and task adjustments performed within the workday.

WFM Enterprise

WFM Enterprise SaaS

Sales Suite - SalesPro

AI Communication Suite - Team

AI Communication Suite - Pro

AI Communication Suite - Pro Plus

AI Communication Suite - Business

JustCall

Intradiem

Call Center Workforce Optimization

Likelihood to Recommend

Intradiem is
the only <a href="https://www.intradiem.com/" rel="">workforce
automation</a> solution
that delivers guaranteed results while improving both agent engagement and the
customer experience. Our powerful technology acts as an automated manager for
the contact center with rules triggered in real-time by actual center
conditions. We power over 1.2 billion automated actions annually and have saved
our customers over $160 million in the past 2 years.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Not simple

Learning curve

Call history

System does not

Managing multiple

Data needed

Takes some time

Multiple project

Setting up

Overwhelming at first

Customer services

Employee management

Phone calls

Services management

Absence management

Call recording

Reports are excellent

Workflow management

Workforce management

Voice to text

Home

Call Center Workforce Optimization Software

My usage of Intradiem in my previous workplace was quite pivotal in the implementation of training exercises that would be rolled out on a periodic basis each month. Intradiem also helped to streamline the process of receiving and completing my training exercises and being able to track which exercises were completed and which ones I had left to complete. It became a very important part of my work routine and was always reliably ready when I needed it.

Streamlining the process of handing down work assignments to employees.
Simple and easy layout.
Checklist system ensures that the user knows what is left to complete.

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.

Keeping tasks organized.
Handing out assignments instantaneously for an entire floor of agents.
Being able to track which agents have been able to complete any given tasks/assignments to be completed.

Saves time pinpointing agents that still need to complete tasks.
Saves time during the day to ensure tasks are completed before end of shift.
Ensures that priority tasks are completed in the right order.

Slack, NICE CXone (formerly NICE inContact)

Telesales

A highly-powerful software that renders amazing management services and effective customer engagement capabilities and easy project collaboration and an easy communication package. Intradiem's tracking capability and easy on task management and contact lists are also effectively managed through the Intradiem functionalities. Reporting is easy and also the collection of feedbacks is effective across multiple platforms.

Great tools on easy activities tracking.
Effective behavior analytics production.
Easy communication tool.

Data centralization is not simple.
To manage a group of different contacts is also not simple.
Getting fully used to Intradiem it takes some time.

The functions on team collaboration.
Moving of various contacts is easy.
Predictive data analytics generation is incredible.

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

CallMiner Eureka, NICE Uptivity, ZOOM Quality Management Suite

Materials Manager

Intradiem is used to manage our workforce team across the entire organization. It gives intelligent reports on the performance of our organization in [the] future and the channels we are supposed to follow to fulfill our objectives. Our support team department can easily reach our customers through direct calls and get any information that leads to our development and improves service delivery.

Workforce management.
Giving intelligence reports.

The functionality has been awesome since we deployed it.

Data processing for planning.
Call center automation.

It contributes to faster Return on Investment.
It has highly contributed to better workforce management and goal achievement.

Intradiem

Overview

What is Intradiem?