All Intradiem Reviews
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MAIRA
Verified reviewer
Automotive, 201-500 employees
Used monthly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed April 2021
Great Workforce Management Software
A highly recommended tool for employee and knowledge management.
PROSIt has proved to be very helpful for identifying and time scheduling for associate development and sharing useful data and information. The rule engine plays a vital role to help create intricate way to deliver training. The favorite feature gives you the ability for the team to focus on the items with high priority.
CONSFrom the engineering and management point of view, I do not find any negative aspect of this management tool.
Anonymous
10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed April 2019
Powerful workforce management tool
Intradiem's use of "If/Then" methodology paired with a multitude of integrations from which to pull data makes it a flexible platform. Further, aside from standard statement creation, they went further to add "Advanced Conditions" where you can further customize and tailor your rules to meet a variety of business needs. The Agent interface is simple to use, and the Manager Console is robust and contains a wealth of information for real-time management and historical trending. Also, there is a very helpful "WebHelp" learning section that outlines specific details about much of the interface.
CONSThe occasional need to re-package and re-deploy is a pain-point in larger environments where users leverage a variety of machine configurations and login platforms. Fortunately, Intradiem is making strides in moving further away from this necessity and most upgrades/enhancements are already occurring without this requirement. There are also opportunities in the rules engine design to add more flexibility to triggers, conditions, and actions to reduce the number of rules and filters needed for certain use-cases.
Anonymous
10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed August 2019
Intradiem Product Evaluation
Product is very effective in the delivery of training and surveys. We've been able to continue to have a positive ROI for several years. The ability to deliver training an optimal times has allowed our company to to more effectively manage our intra-day trends
CONSNew product functionality does not seem to always function as designed. Great ideas with awesome potential to product additional savings, but it seems the functionality is put to marker without proper quality control or effective user testing
Gene
Insurance, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2019
Positive ROI, low TCO and short payback!
We implanted the very first cloud to cloud integration between Intradiem and NICE WFM and the collaboration between the two companies and my team was nothing less than great! My account exec, [SENSITIVE CONTENT HIDDEN] was always right there any time I had a question or concern.
PROSThe ability to turn agent idle time into productive off-phone activities such as training or coaching. The reduction in labor hours of the WFM team in scheduling off-phone activities. Productivity metrics went through the roof once we turned the application on in the contact centers.
CONSThere’s nothing to not like and from an engineering, s/w development and architecture perspective there is nothing in the con list that I have to add.
Reason for choosing Intradiem
There were two others I choose not to mention in all fairness but choosing a new vendor and not putting too many eggs in one basket was a very strong reason in selecting Interactions. The project was a huge business success story in reducing costs and increasing productivity and empowering agents to modify schedules.
Doug
Hospital & Health Care, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2019
Powerfully customizable training delivery tool
As a 24/7/365 Call Center, we needed to provide training to 2000+ employees while not creating high wait times for members calling us for their needs. This tool is able to find the slack time that develops everyday and allows it to be utilized for real purposes.
PROSThe rules engine that is a part of Intradiem allows you to create some of the most intricate way to deliver training or other tasks to your staff. This tool does exactly what they say it does.
CONSFor new users might take a little bit of time to dial in your rules for the perfect and seamless operation it can provide. Requires Administrators that understand not only the Intradiem system but how your business works.
Anonymous
5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2019
Great Product & Team
I love the Intradiem software because it creates an automated opportunity for our call center employees to get caught up on training and communications when call volume allows it. It also gives our teams the ability to focus on other high priority items as the need to manually schedule training and meetings has been placed into the software.
CONSNothing that jumps out at me currently. The team is always looking for ways to improve upon pain point items.
Elmer
E-Learning, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2019
Efficiently use your downtime with Intradiem
The tool is very easy to use and the company has very good customer and technical support.
CONSNo mobile learning capability. In this day and age, this should be standard for an LMS.
Reason for choosing Intradiem
Integration of the LMS with the phone system is the number one reason for acquiring Intradiem. This feature makes efficient use of downtime and effectively deliver content to employees.
Nathan
Insurance, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed August 2019
Intradiem Experience
Intradiem has helped solve for the scheduling of off line activity in real time instead of having a training scheduled and then possibly cancelled due to call volume. The trainings are sent out when call volume allows. The tool has also helped agents stay in compliance by optimizing their breaks and lunches in real time.
PROSThe product is easy to learn and easy to use for our company. I love that this tool is able to keep our agents on task and to allow them to stay in compliance. Intradiem has helped our scheduling department immensely.
CONSIntradiem does have the occasional glitch where it does not always update an agent's schedule as it should. There are also times where the training an agent receives is slow or freezes.
Sadell
Broadcast Media, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2019
Intradiem Success
The ability to find availability/capacity in the contact center, to delivery hot topics, trainings, and other related tasks. This helps take advantage of real-time capacity without having to manually find these times - which are mostly missed.
CONSThere is opportunity to improve the reporting side, have seen improvements but a piece of the tool that is my go to.
Rhey Mark
Outsourcing/Offshoring, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed August 2019
Intradiem-Review
Automation helps to perform a much efficient way to deliver and produce services.
CONSIf the software could be more object oriented or user-friendly, it would be much better.
John
Hospital & Health Care, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed August 2019
Great when it works!
Overall when it works its great!
PROSBe able to automate training sessions to agents able to export reports able to do customizations Support is always willing to help
CONSNo way to monitor which agent it offers depending on the rule configured Reports are not real time - you can only see yesterdays reports too many menus to go through Slow (web based) No desktop for Admin version
Brooke
Insurance, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed August 2019
Great tool for identifying and scheduling time for associate development and information sharing
Anthem has a great relationship with our success manager. He is knows our business and is always available to help us ensure we're seeing success with the tool.
PROSability to identify pockets of availability to leverage for productivity
CONScan be difficult to maintain with large and complex organization structures
Reason for choosing Intradiem
It was the only option presented
Bobbi
Insurance, 10,000+ employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2019
Intradiem - easy to use and worth the money
We are realizing efficiency within front line by automating training or off-phone time when capacity allows and also saving resources within our intraday scheduling who use to plan and adjust schedules manually. We are looking forward to uses additional business use cases to increase our saving.
PROSSoftware is easy to use, rule features allow for quick adjustments and flexibility across the country for sites. The tool has so much potential and we are just scratching the surface with our initial business cases of task management.
CONSReport features are not as easy to use as the tool itself, there is a lot of filters and drill levels of detail to navigate through.
Pamela
Insurance, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2019
Insurance Sales review
The ability for the agents to be able to coach, learn and self manage right from their desk. They listen to their Quality Audits, complete outbound callbacks, and their adherence is managed through the Intradiem systems.
PROSIt is user friendly for both the agents as well as management.
CONSThe functionality between our systems with IT and there's.
Rhea
Health, Wellness and Fitness, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed March 2019
Intradiem Feedback
the ability to capitalize on unproductive time
CONSI wish we had more robust reporting for some of the options around quick actions.
Cormac
Insurance, 201-500 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed September 2019
Contact Centre of the future
Employees love the training we are now delivering quicker and with less human input. This also frees up WFM capacity. We have had some deployment issues but making progress and starting to see the benefits
PROSVery much like the automation of scheduled training and the Verint write back, reps also love the early break/lunch offers
CONSI think if your on-boarding the software you need to be realistic on timelines, have a good deployment plan, it takes time to get things fully operational