What is it?

Intradiem's integration with Verint Workforce Optimization enhances scheduling and staffing and writes back to agent schedules in the Verint WFM to true up any adjustments we made – all while boosting agent engagement and improving the end-customer experience.   

How does it work?

Intradiem integrates with the Verint Workforce Optimization system using both API calls and file transfer using a shared network directory. The integration supports the following functions:

• Rule creation to add, modify, and delete segment codes
• Import of schedule data into Intradiem
• Import of Net-staffing with into Intradiem
• Import segment codes into Intradiem
• Import staffing groups and agents into staffing group associations
• Writebacks for session information to Verint WFO

What's required to implement it? 

• Intradiem Contact Center Automation solution
• Verint Workforce Optimization solution

What are the Benefits of using it?

Using Intradiem Integration for Verint Workforce Optimization enables the following key benefits:

• Improves Verint customers' schedule adherence and staffing
• Provides optimal time for coaching and training
• Improves agent engagement and end-customer experiences

How much does it cost?

Annual subscription license fee is based on per named agent basis and depends on number of use cases

Want to know more? Watch Intradiem on our Marketplace Showcase Webinar series here: