The ability to train in what otherwise would have been lost time for our agents and the business. This is just one of the many possible use cases you can apply in your business so the sky is the limit.

The demand for their technology is high so you have to get in line and work actively to get in line. The team is outstanding and working with all speed possible.

Take the time to engage the Intradiem team and to understand what use cases would most benefit your business.

Leveraging agent available time necessary to meet out Service Levels. Additionally, we are working on supporting agents being out of adherence and optimizing time and finding that very promising.

The ability to train your workforce with time that would have otherwise been wasted. Additionally, helping your workers to help themselves while also ensuring your customers stay in focus.

There is a lot of demand for their tools so you have to be prepared to wait so get in line.

Optimization of workers time being done in near real-time. No more needing to manually monitor workforce where the human misses opportunities to support, optimize and serve customers to what is actually happened.

The most helpful aspect of Intradiem is that it works with your phone and WFM software, finds time in between calls to effectively deliver training and other material to the reps. Increases employee engagement and reduces workload on the WFM team.

Some of the GUI for the administrator could use some improvement.

Not only is Intradiem a powerful tool that can reduce the stress on your WFM department by automatically delivering short training, product knowledge, newsletters, etc. to your reps without WFM having to enter exceptions into their schedules. The entire Intradiem team is a pleasure to work with.

We have reduced the stress on the WFM team when we need to quickly assign sessions to a large number of reps. Once the rep completes the assignment, Intradiem updates their WFM schedule, no need to involve the WFM team at all. Saves money by saving staff.

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 ease at setting up the software and tailor the events to specific groups, people or departments.

The real Time element is great as it means you can change, add and pause events at a click of a button.

Not so much a dislike - but the tool forces you to become extremely efficient in planning ahead and feeding activities into the system.

We have made the training smaller, bite size activities we had been a real engagement win for employees - allowing them to have more time to complete activities, removing the disappointment of them being cancelled in busy times as the tool finds the right time. Compulsary activites are completed on time. Reduced the need for overtime and reduced all manual exception inputting.

I love that it helps my team stay on track even when i cannot monitor them.

It doesnt always update in WFO as it should and exceptions still have to be submitted in some cases.

It helps keeps my advocates on track by notifying them of long hold, acw, and call times. It ensure we get our CBT's completed on time.

Folks are really dedicated to delivering value

There is nothing that comes to mind niw.

Growth and expansion of adoption.