Intradiem vs. Verint Workforce Engagement (discontinued)

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

• Easy to scale up, especially for a company with staff in different locations.
• Real-time adherence, compatible with non-telephony systems, particularly webchat and email.
• Highly customizable system for administrators and resource planners.
• Time off management including automated holidays, shift swap.
• Requires specialist support to get the system working.

Incentivized

• Workforce management.
• Giving intelligence reports.

Incentivized

• The end user interface and administration is easy to use
• Ease to integrate with Avaya PBX based on my expertise
• The Customer Survey application is excellent and has a well defined architecture to get accurate feedback for a CS representative
• The solution is robust to work with

• 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

• Products need to be able to support current operating system and Java revisions on a more timely basis
• Implementation resources are often in high demand and engaging them often create delays, as they frequently don't use the same resource within the same project and for the same client. Delays occur when new resources need to be educated on information /history between resources
• Project managers need to understand the products better so they can be engaged better with the implementations

Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.

Because its great

Because its excellent tool

I do not have any key insights regarding implementation of Verint

I haven't actually used any other WFO solutions as yet Verint has been apart of our organization since 2008/9 and i have been managing it since 2013/14. I have looked at alternative solutions in the past but none seem to ever come up to the same standard as Verint in all areas. We recently upgraded from Version 11 to 15.1 so we are still in the early stages of getting to grip with the newer version and all the added functionality.

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

• It has a great ROI in that, if this is setup correctly, it will tie scheduling with adherence and therefore make setting staffing levels a breeze
• Employee efficiency was also up because of scorecards and adherence client which keeps agents on the ball