Description de Intradiem
La technologie Intradiem agit comme un gestionnaire automatisé pour les agents de centre d'appels, avec des règles déclenchées en temps réel par les conditions en cours du niveau de service. Il en résulte une productivité accrue et un retour sur investissement hautement mesurable, en comptant généralement un retour sur investissement doublé la première année, puis triplé à quintuplé les années suivantes. Intradiem offre la réalisation de plus d'un milliard d'actions automatisées chaque année et a permis à ses clients d'économiser plus de 140 millions de dollars au cours des deux dernières années.
Qui utilise Intradiem ?
Les chefs de centres d'appels, les services de gestion du personnel, d'opérations, informatiques, d'apprentissage et de développement, les professionnels CX (Customer Experience). Marchés : Services financiers, assurances, commerces de détail, télécommunications, services publics, hôtellerie.
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Great Workforce Management Software
Commentaires : A highly recommended tool for employee and knowledge management.
It 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.
From the engineering and management point of view, I do not find any negative aspect of this management tool.
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.
The 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.
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
New 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
Positive ROI, low TCO and short payback!
Commentaires : 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.
The 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.
There’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.
Powerfully customizable training delivery tool
Commentaires : 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.
The 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.
For 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.