Intradiem Reviews & Product Details

I love Intradiem for its exceptional vendor interoperability, which is crucial for managing operations in our large global organization with many tools. It effectively bridges various platforms, providing detailed data from desk activities that integrate with other systems to generate deeper insights. This feature not only helps in monitoring activities but also facilitates prompt coaching, training, and support. I particularly appreciate the short call notification feature that solves network issues by logging out agents if calls frequently end with no answer, thereby enhancing operational efficiency. Intradiem's willingness to collaborate with us in developing tools tailored for our business needs is invaluable and demonstrates their commitment to customer success. The company's adaptability ensures that we can rely on their service, and their innovative use of AI with predefined guardrails sets them apart. The active development towards cross-regional resiliency signifies their forward-thinking approach, which is crucial for infrastructural stability. Overall, Intradiem's straightforward setup and focus on effective change management ensure that its automation features are perceived as beneficial aids by our user base. Review collected by and hosted on G2.com.

I find the current level of resiliency with Intradiem not yet at a 99.99% model, which is critical for our operations due to our reliance on Intradiem and scal. The existing setup also seems limited to relying on single cloud platform vendors like AWS or Azure, which has been problematic for major companies recently. I see a need for the evolution toward multi-vendor, cross-regional resiliency to ensure continuity even in the event of a failure from one major cloud provider to another. Review collected by and hosted on G2.com.

The real time interactions that allow for course correction and the ability to make use of down time in the contact center. Review collected by and hosted on G2.com.

It is a bit expensive, although the ROI is there for sure. Review collected by and hosted on G2.com.

we can manage different task at the same time Review collected by and hosted on G2.com.

Hi as i am not using this usually for every single task Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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". Review collected by and hosted on G2.com.

Folks are really dedicated to delivering value Review collected by and hosted on G2.com.

There is nothing that comes to mind niw. Review collected by and hosted on G2.com.

We've truly benefited from using Intradiem in our contact center as it's effortless for everyone to utilize. When we seamlessly integrated it into our existing systems, it quickly became an integral part of our daily operations. It's 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. Review collected by and hosted on G2.com.

The customization options for Intradiem beg for an upgrade, especially in its user interface. While the platform is generally user-friendly, 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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I wish there were more customizable capabilities 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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I like Intradiem's ability to check the queue and cross-check against call volume to determine if there is availability to pull an agent offline, and I really like the alerts that allow agents to receive a pop-up letting them know if a particular state has been excessive. Review collected by and hosted on G2.com.

What I don't like about Intradiem is it constantly needing to be reloaded. The monitor seldom shows information after 6pm Eastern time. Sometimes I have to make the end day the next day which hasn't occurred to get PM monitor data. That does not always work. Intradiem doesn't update all breaks or lunches if the agent is on a lengthy call, sometimes if they use hold or have an outbound call. Review collected by and hosted on G2.com.

I love that it helps my team stay on track even when I cannot monitor them. Review collected by and hosted on G2.com.

It doesn't always update in WFO as it should and exceptions still have to be submitted in some cases. Review collected by and hosted on G2.com.