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.

There is a lot of functionality to it, and it has helped a lot of people out with documenting schedules and adjusting break times. Between that and dynamic scheduling, it has helped raise a lot of people's availability scores this year. Doing this automatically without requiring the agent to do anything has really helped ensure things are done accurately.

The overabundance of daily emails. I know these are notices of activity, but a vast majority of it I am aware is happening. It gets a little overwhelming with the high volume of "notices".

It ensures accuracy of records when it comes to scheduled activities and availability metrics for performance review.

Keeps everything organized and on time. Customer Support is responsive and attentive. Updates frequently come through the pipeline with new features.

Sometimes, getting approved updates included/activated in the app might take extra effort/time.

Troiubleshooting might get complicated at times.

One thihg we wree working on was a delay on Intraiem launch at the start of shifts so it could accomonmdate the internet connectivty hansdhake for auto-launch. After some deliberation and testing, it was approved and implemented sucesfully for associates: this greatly benefits every user, as to not worry that Intradiem it's not there during their shift.

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.

The ease of use and the ability to automate Intraday management functions.

No complaints at all with the tool, have used at multiple companies now and love it.

Only deployed currently in one small group but will expanding in the near future. Training delivery is probably the biggest benefit at this point.

The ability to adjust schedules in real time based on volume

I don't have enough experience yet to answer this question.

Reducing unproductive time, increasing productivity, increasing engagment especially as it relates to moving breaks and pushing courses.

It does a great job at scheduling and alerting advocates to different tasks that they have time to complete. It also has made getting trainings done a breeze. There are some glitches but nothing that hinders usability. The training really helps but I think additional tips and resources specific to organization and role would be useful.

There are the glitches that may alert an advocate and then immediately alert them to go back to their original task. It also is hard to get in the system if there is an administrative issue with registration the app. It can also be cheated by advocates who may not mark tasks complete so they can continue to get alerts for offphone work.

Managing training and service level can be difficult with all the other tasks team leaders have to complete. It can be difficult to watch for advocates to be in certain auxs to have them do something like a training or go into coaching. Intradiem does this for us and it makes scheduling and adhering to SL expectations really easy.

I love that Intradiem provides dynamic delivery of content to our customer service teams without impacting the business. We can design learning courses, deliver news & information, and provide up-to-the-minute updates to our agents without the need to pre-determine suspected availability based on the previous forecasting. The tool works with current service levels, staffing, and call volumes to determine opportunities to reduce staffing without impacting service levels. It's a win-win-win!

Reporting accuracy can be a struggle. We often have to reference multiple reports to get complete & accurate information regarding completions and delivery attempts of assignments.

I would also like an opportunity to create file folders to organize content for easier future reference. Multiple departments in our organization use the tool, and we've had to get creative with naming conventions of the content & assignments to try to create some level of structure within the tool. It seems this would be something pretty standard though to include for organization.

Also would be nice to select multiple pre-defined groups for an assignment rule instead of needing to do so individually.

It maximizes downtime & agent availability by delivering updates & information to them before releasing agents early by offering Voluntary Time Off. We have also really benefitted from using the Agent Virtual Assistant as it makes schedule adherence so much easier for our agents! The system is intuitive enough to know the agent is running late to break due to a long call, for example, and when possible, it will offer to adjust the break time for them to keep the agent in compliance. It's wonderful!

I like how Intradiem alleviates some of the manual work we need to do which allows us to focus on other things. I'm a big proponent of using technology to make our jobs more efficient, Intradiem helps us do just that.

I wish there were more customizable cabalities within Intradiem, particularly in setting up assignments. Some of the ways we filter out targeted recipients of Intradiem alerts are very cumbersome and time consuming.

The biggest benefit in using Intradiem is its ability to plot assignments, breaks and lunches etc... on the employees' schedule. This could be a very time consuming task especially within a big contact center. Intradiem helps us save so much time with this.

Intradiem makes it easy to quickly assign trainings to a large group of staff. The support from our intradiem rep is also incredible! We truly appreciate Julia on our team.

A downside to intradiem is using SCORM content. It doesn't register complete unless you close a blank browser window that comes up when you open SCORM content.

Intradiem solves the issue of coordinating trainings to allow staff time off the phones. It also makes it easy to convince supervisors/managers to trust that the content will get delivered without causing service level issues.