automating monitoring of queues, adherence and wrap time as a real time activity and taking action in a less invasive manner with the workforce is great. it free's up real time resource to focus on more value add work and removes activity for them which can be mundane at best! Intradiem have engaged and supported us at every step of our implementation.

What's not to like about driving cost saving and increasing agent engagement. I dislike that the WFM vendors are not already doing this as part of their solutions and don't seem to plan to either.

Usercase opportunities for real time automation are endless with the flexibility it can provide - speak to other users intradiem will put you in touch with and find many user cases you can implement with ease

Automated management of schedule adherence and handle time exceptions, and redesigning the way we plan offline time and engage our workforce by reutilising more of the available time for development, training or catching up on their emails.

The ability to turn off-phone idle time into productive tasks such as training and coaching.

Knowing that my team implement the very first cloud to cloud solution between intradiem and NICE IEX WFM.

There were no downsides or cons and our account rep Brandon Beeken was always very responsive to me.

Do not fear doing a cloud to cloud integration with NICE and Intradiem. All our concerns never rationalized and it was a speedy project.

Reducing WFM team tasks by automating the scheduling of off phone idle time with productive tasks.

Empowering agents to make near real time shift changes to their schedule to accommodate family time.

This tool helps free up Workforce Operation resources to focus on more useful call center monitoring by automating the process of delivering offline time during times of availability. We have delivered hundreds of hours of training time that would have otherwise never been taken.

The application can be very complicated to learn such as building and writing new rules. It takes quite a bit of experience to master the application.

Spend extra time writing a business requirements document and ensure all needs prior to launch. Additionally, focus on the upload file that is transferred into Intradiem every night to add new users and update hierarchy information. This file is much more important that you anticipate during planning.

We have realized millions of dollars in savings by not only taking advantage of offline time but being able to notify agents when certain performance metrics are out of line such as extended ACW, allowing them to spend more time focusing on productive work.

We've­ truly benefited from using Intradie­m in our contact center as its effortle­ss for everyone to utilize­. When we seamle­ssly integrated it into our existing syste­ms it quickly became an integral part of our daily ope­rations. Its akin to having a sharp tool to manage our team in real time­ especially when things ge­t hectic. The automated sche­duling and performance tracking feature­s have genuinely booste­d our productivity.

The customization options for Intradie­m beg for an upgrade espe­cially in its user interface. While­ the platform is generally use­rfriendly ramping up customization in the interface­ design can help us hit the bullse­ye in tailoring the expe­rience to our specific ope­rational needs and grease­ the wheels for our te­am. This in turn will make the most critical feature­s more accessible and he­lp to cut down on platform navigation time.

In my capacity as the te­am manager Intradiem has bee­n instrumental in resolving our scheduling issue­s and facilitating prompt decisionmaking. We heavily re­ly on it to ensure optimal staffing leve­ls particularly during periods of high call volume. As a result our te­am experience­s minimal waiting time and can efficiently atte­nd to customer needs le­ading to heightened satisfaction le­vels and improved service­ delivery.

More visibility to agent functions and performance

Support and ability for Intradiem to meet the needs of our business

Agent behavior, delivering timely business processes. Gives more time back for Leaders and administration