Intradiem Reviews & Product Details

Intradiem Overview

What is Intradiem?

Intradiem provides an intelligent assistant for customer service teams. Call centers generate massive amounts of data – much more than people can analyze themselves.  Our Intelligent Assistant processes this data in real time to intelligently determine – and direct –each rep’s activity to maximize productivity and engagement – every minute of every shift.    Our AI-powered technology has been built on the management best practices of dozens of the world’s leading brands, and it continues to become more powerful every day.  We power over 1.2 billion automated actions annually and demonstrate more than $100 million in annualized savings across the customer base.

Intradiem Details
Website
Languages Supported
English, French
Product Description

Intradiem arms enterprises with a real-time solution to streamline workforce management and contact center processes. Its advanced automation platform helps centers build a strong foundation within a complex environment. Customers see significant cost savings, as well as benefits to service delivery and employee engagement. Over 230,000 contact center employees use Intradiem’s solution daily.

How do you position yourself against your competitors?

Guaranteed Savings. Guaranteed Results.

The architecture of the platform coupled with a steady increase in adoption yields measurable and significant hard dollar savings. What sets Intradiem apart from other types of automation is the ability to improve agent engagement and the end-customer experience while exceeding savings goals.

Intradiem was the first to market a comprehensive intraday automation solution. The workforce automation platform is backed by a patented business rules engine that is fully extensible to solve real-time challenges for the contact center and back office.


Seller Details
Seller
Intradiem
Company Website
Phone
+1-888 566-9457
Year Founded
1995
HQ Location
Alpharetta, GA
Twitter
@Intradiem
1,559 Twitter followers
LinkedIn® Page
www.linkedin.com
144 employees on LinkedIn®

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

Some of the GUI for the administrator could use some improvement. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Business Development Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I am so contented to use Intradiem, that has shared my work load and helped me in getting rid of the outlier’s management and it has provided me the facility to scheduling and update the data related to work force management. Intradiem is a platform where, I can have the detailed insight of the activities of my employees and through dashboard visibility, it helps me to sort out any major issue at the spot. overall it has given amazing services. Review collected by and hosted on G2.com.

What do you dislike?

I look upon it as a complex tool that becomes bulky with much information and with passage of time, I think it can’t be much helpful for the large organization, because it is not so good in generating the reports due to bulk data, the process becomes slower. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Intradiem is quite good for all organizations, however the package is not so economical when it comes to the price. But it really works well for business set ups, you will not have to worry about the workforce management. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It has enabled me to generate the automated solutions for handling the critical issues. Intradiem integration policies are very user-friendly and opened new ways for monitoring the ACD and WFM in much effective way. It has made remote working quite easy as my team members can ask for the assistance by dropping a message, any time being on the work. Review collected by and hosted on G2.com.

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AI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Intradiem is a great tool for getting our employees the training they need while we are all working from home and dealing with high call volume. I like that it is easy to upload, assign, and track results. The message feature has also been very important since we have moved to working from home. This allows the training team and supervisors the ability to communicate urgent updates to agents without taking them off the phone or waiting for them to check email. Review collected by and hosted on G2.com.

What do you dislike?

The most frustrating thing about intradiem is that it does not auto relaunch if there is a brief disconnection or blip in the internet connection. Since we are working from home, internet connections are sometimes spotty and I find myself sending the same trouble shooting email to agents daily.

It would be great if we could send images (like screen shots) through messages as well. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Intradiem has always been great for our call center environment however since COVID-19 caused the call center agents to move to remote working I think it is more critical than ever that we have Intradiem to maintain a line to communicate critical training. Agents are not having in person training like they used to so Intradiem has become a key avenue of training. Review collected by and hosted on G2.com.

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Workforce Planning, Dialler & MI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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 Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Motivational Speaker, Empowerment Strategist, Life Coach and Human Performance Improvement
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I love the options of efficiency the application offers via the tasks as well as the premise behind it. Review collected by and hosted on G2.com.

What do you dislike?

We really, really need an audit trail and more robust reporting features. I also firmly believe that use cases should be more like feature drops versus the cost being in the same realm of an upgrade. I understand that inter-functionality is somewhat different, but from a outside point of view most customers might view it as the same thing. We are on the outside...not the inside. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

The Intradiem application is as amazing as its staff and support teams. Innovative, creative and effective....so long as you allow it to do its job. The landscape for contact centers has changed and more importantly will continue to evolve. For that shifting landscape, we have to really let go of the fear of control, trust the technology and the new knowledge that comes with it and apply that knowledge to becoming more effective...versus just busy.

The frontline staff is the most important component of any and every organization. Even more important than the products they offer. Because of that, we have to focus on the employee experience which will result in a better customer experience. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Reduction in ACW use, improvement in Adherence. Efficient use of active wait for gap training. Review collected by and hosted on G2.com.

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AH
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

This has been a great tool for assisting with taking call center agents off the phone to take shorter assignments. There have been a few glitches this year with assignment deliveries. However, the responses from the support team is very timely. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes the issues resolve themselves so it is difficult to report to my leadership team why a situation happened. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Learn from others mistakes Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Time off the phone for short assignments and using alerts for reminders to agents. A benefit is less manual work. Review collected by and hosted on G2.com.

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UI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take the time to engage the Intradiem team and to understand what use cases would most benefit your business. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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UI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

There is a lot of demand for their tools so you have to be prepared to wait so get in line. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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CU
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Its ability to find pockets of time throughout peak periods where normally you would assume none would exist. you can then use this time to no additional cost for employee investment Review collected by and hosted on G2.com.

What do you dislike?

any technical system issues (infrequent) can sometimes be painful to resolve Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Delivering investment time that suits the customer

Instant key messages - Incident management, OT etc

Channel balancing

Wellbeing breaks

Adherence Nudges

'Coaching' - due to start trial in October Review collected by and hosted on G2.com.

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AVP
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

There were no downsides or cons and our account rep Brandon Beeken was always very responsive to me. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do not fear doing a cloud to cloud integration with NICE and Intradiem. All our concerns never rationalized and it was a speedy project. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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ROC/Workforce Operations Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Vice President Enterprise Planning, National Customer Care Solutions
Telecommunications
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Intradiem is an innovative Contact Centre intra-day optimization solution. Intradiem leverages RPA to tap into otherwise unproductive time and turn it into productive time while increasing employee engagement and minimizing customer effort to resolve. In parallel to the above, it can dramatically reduce traditional Workforce Planning administrative requirements. Intradiem is truly a triple threat solution! Review collected by and hosted on G2.com.

What do you dislike?

We were anxious to further deploy intradiem into other channels to enable true Omni channel capability. Enhancements can't come fast enough! Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Intradiem is a complimentary tool to your current contact centre infra and will help you find that final mile of efficiency. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Drive increased efficiency while improving employee and customer experience. Multiple benefits were realized including an overall efficiency increase, improvement in training throughput, increase in VTO take-up and automation of schedule exception updates. Review collected by and hosted on G2.com.

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SBSS Operations Implementation Manager
Government Administration
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

Not so much a dislike - but the tool forces you to become extremely efficient in planning ahead and feeding activities into the system. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Director
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

The application's ability to make changes based on events. The automation engine allows you to set up rules that execute systemically once the actions are triggered. It eliminates many manual task and makes intuitive decisions, freeing up the staff to do more analytical work or other tasks. Review collected by and hosted on G2.com.

What do you dislike?

Each channel within an organization has its own uniqueness and requirements. This can lengthen the time to activate and realize the benefits. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Reacting quicker to events that normally take time and resources to complete. Results in improved efficiency within the organization. Associates know what to expect and it improves satisfaction within the contact center. Review collected by and hosted on G2.com.

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AT
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

We use this to push training videos to call center staff and it works great. Intradiem can open the videos when the phones are quiet and it send data back on how many people viewed the courses. Review collected by and hosted on G2.com.

What do you dislike?

Uploading courses can be a pain. You are your own IT person in most situations. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

This program allows us to train staff without having to take them away from the phones. Review collected by and hosted on G2.com.

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Workforce Manager
Hospital & Health Care
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Automation of schedule adjustments with certain rules and notification to agents and their supervisors. Review collected by and hosted on G2.com.

What do you dislike?

Breaks constantly. Constant pauses to fix software. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's great, just ensure you have dedicated support. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Schedule and schedule adherence efficiency. Review collected by and hosted on G2.com.

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