Amazon Connect vs. Intradiem

Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.

Incentivized

Given that I've been working in the call center industry for years upon years and knowing how well-streamlined the process of distributing training modules to a whole floor of agents all at once can be, I must say, Intradiem would have been a bit time saver back when I first started at similar workplaces. Training modules would be what I would say is its most appropriate usage, as opposed to direct communication on an IM basis.

Incentivized

• The training and orientation from Amazon Connect is excellent, as there are documentations and online live training.
• Further, Amazon Connect has a scalable call center, that supports voices, chats, and real time messaging.
• The customer service is also intuitive, with flexible call hours, as the team of helpers is readily available.
• Lastly, through Amazon Connect, there is a survey and feedback option.

Incentivized

• Workforce management.
• Giving intelligence reports.

Incentivized

• CCP (Contact Control Panel) Amazon Connect for agents very basic
• Automated outgoing calls
• Omnichannel to attend voice and text by the same agent

Incentivized

• Occasionally, upon completing assignments, they wouldn't always be marked complete.
• Unless the Intradiem software was already installed on a given workstation I was using, my staff never seemed to know how to get it installed for me.
• There were occasional times when my coworkers would have assignments that did not populate for me.

Incentivized

It is very easy to use for any access level and has greatly facilitated users' ability to properly document tickets without getting lost in short or vague comments. Each case is fully tracked through this transcription of information. This made it easier for us to decide whether to implement, use, and maintain it as our contact tool in our customer service center.

Incentivized

Incentivized

• No CapEx, only pay as you go.
• Scale up or down quickly.
• Omni-channel setup.
• Feature rich.

Incentivized

• The best project contacts easy management.
• Intradiem is effective on records management and files sharing.
• Effective communication and activities and behaviors tracking tool.

Incentivized