Intradiem Reviews 7

I have worked for a company that uses this software, and my experience has been overwhelmingly negative. The system creates unnecessary conflict between providing quality customer support and maintaining strict adherence metrics. In many cases, representatives are forced to choose between assisting customers effectively or complying with the rigid scheduling imposed by the software.
For example, if a call overlaps with a scheduled break or lunch, the system frequently fails to update. Placing a customer on hold during this time does not register properly, and calls that run through scheduled activities—such as casework, or meetings—also fail to adjust the schedule accurately. Even when the system does update, it does not account for subsequent activities, resulting in reduced time allotted for essential tasks. Anything more than the most basic workflow appears to fall outside the software’s capabilities.
If a company’s priority is strict agent adherence with minimal emphasis on customer experience, this tool may be suitable. However, for organizations that expect agents to prioritize customer needs before administrative metrics, this software is unlikely to be a good fit.
Additionally, my limited interactions with the support team have been disappointing. Responses to inquiries are vague and often conclude with, “This is not within the scope of Intradiem.” If a standard action—such as placing a customer on hold to gather necessary information—disrupts the system’s processes, then the process itself needs to be reevaluated.
In my opinion any company would be far better served by having supervisors/managers make manual adjustments.

From a call center worker bee this product does not work as advertised. It's supposed to adjust breaks and lunch times if missed and it absolutely does not. We have no recourse accept to simply miss our breaks and lunches. The system absolutely does not work. On the management side it may but I am tired of this failed product being touted as something positive when those who are impacted the most have no voice to let you know how badly this system works.

Great tool to manage the efficiency of our agents in our call centers. It's flexible, customizable and very easy to use. Our representatives simply love it!

the product is really good but getting it implemented is a real challenge and one we weren't successful with so we had to pull our contract. Extremely disappointing.

Intradiem is an amazing tool. It takes the guess work out of having to find time to deliver training and information to our reps. Lightening the load on the WFM team is another plus. We used it to deliver our compliance training this year. Typically this would take WFM days to get scheduled and within minutes we had all of the reps scheduled and delivery was effortless.

The application is ok, not sure if new upgrades allow for improvements.