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Intermedia Contact Center: Smarter Customer Engagement from Wherever

Affordable | Reliable | Intelligent Contact Center Solutions

01

Better, Faster Service

Intelligently route calls, chats, emails, and text messages to the right employee every time.

02

Personalized Interactions

Automatically know who is calling in real-time to give your customers the top-tier service they expect.

03

AI-Powered Workflows

AI Interaction Insights increases your capacity to help more customers and improve customer experience.
04

Integrated with Unite

Drive more productivity and better customer experiences with our hosted Contact Center integrated with Unite.

Desk Phone Free with Unite

FREE
FREE

Headset Free with Contact Center

FOR A LIMITED TIME CHOOSE A FREE DEVICE OR Instant REBATE ON SELECT DEVICES WHEN YOU PURCHASE UNITE.

All About Intermedia's Contact Center

What is a Contact Center as a Service solution?
Contact Center as a Service is a cloud-based communications platform with advanced features designed to help businesses manage their customer interactions through different channels (e.g., voice, SMS, webchat, email, and WhatsApp). It also includes quality management tools like reporting, analytics, monitoring, evaluations, and surveys along with workforce management tools to help businesses ensure a good customer experience.
We're not a Contact Center - why would we need this solution?
Although the software’s origins began in formal call agent contact centers, businesses of all sizes in all industries see the need to improve their customer experience to retain customers, drive revenue, and remain competitive. Businesses who need a Contact Center solution need advanced tools that let them better manage their customer communications while helping their customer-facing employees be more efficient and effective in their interactions.
What's the difference between Contact Center software features and my business phone system?

Typical business phone systems include simple call routing using auto attendants (e.g., “press 1 for sales”, “press 2 for support”), hunt groups that distribute calls to a group of users, and basic reporting to show hold times/talk times, etc. Contact Center software solutions offers advanced call features like:

  • Interactive voice response to route calls based on customer information, priority, and skill

  • Multichannel management for voice, email, webchat, texting, and social media

  • Self-service options to allow customers to complete requests without an employee

  • Artificial intelligence and deeper reporting tools to assist with analysis

  • CRM integrations to improve call routing and personalize customer interactions

How will I know when I need Contact Center software?
Businesses consider purchasing Contact Center software when it becomes harder to manage the volume of inbound customer communications and they start to miss more calls, experience higher hold times, and lose customers to their competition. Businesses also purchase Contact Center services to differentiate themselves from their competition. They want to offer more communications channels, self-service options, and better personalization so customers choose them over other businesses.
Do I need Intermedia's business phone system to use Contact Center software?
While there are great benefits from using Intermedia’s Unified Communications software (called Unite) and hosted Contact Center together, it’s not required. Contact Center can work “over the top” of your existing UCaaS or on-premises phone system.
What benefits do I get from having an integrated unified communications and hosted contact center application?
More businesses want to integrate their UCaaS and Contact Center software to simplify their call communications tech stack down to one application for employees. It also improves customer experience since customer-facing employees can easily collaborate with subject matter experts in the organization to quickly resolve customer inquiries. Businesses can also capture significant savings by purchasing their communications support from one provider.
Is Intermedia's Contact Center solution secure?
With Intermedia Contact Center, you get access to continuous state-of-the-art customer interaction tools that include the latest advances in security at their core. Intermedia’s Triple Shield Security is a comprehensive, enterprise-grade cybersecurity solution that zeros in on potential security vulnerabilities across communications channels – protecting user access, securing applications, and defending the cloud. Its powerful, multi-layer combination of sophisticated password management, data encryption, next gen anti-phishing protection, highly secure and monitored datacenters, and much more helps guard your business communications against cyberattacks.

Differentiate from the competition where it matters most – providing the optimal customer experience

Call Queues

Answer customers in sequence; minimize wait times. Handle more concurrent inquiries and maintain happier customers and staff.

Smart Routing

Get customers to the right agents, on time, every time. Customize call flows for results, with Skills-Based Routing and more.

Cover All Channels

Let customers connect with you on their terms. Intermedia Contact Center offers options for voice, chat, and email queues.

Outstanding Outreach

Go beyond inbound, with proactive outreach messaging. Enhance audience engagement with multi-channel outreach capabilities.

Better Productivity and Experiences with Unite and Contact Center

Integrated with Unite

Seamlessly access advanced call handling in Unite to manage customers and get back to collaborating with peers when done.

Greater Flexibility

Effortlessly give Unite users access to call queues without needing to onboard them to a different application or software.

Unified Presence & Status

Let others see when users are handling customer calls. Let frontline users see who’s available to chat, talk, and meet while interacting with customers.

Advanced Call Handling

Access advanced call capabilities within Unite including Dialout, Callbacks, Relevant Caller Information, and Call Classifications.

Customers aren’t the only ones who benefit

Business Intelligence

Extensive built-in and customizable reports help visualize trends, identify friction points, and improve interactions.

Instant Insight

Real-time, automated customer insights speed agent-customer interactions and keep the team aligned.

Integrations Toolbox

Integrate with popular (or custom) productivity tools, with support for leading CRM systems, plus a set of open APIs.

Optimized Workforce

Agents can work anywhere, meaning a greater talent pool. You can recruit the very best agents – regardless of location.

Rich dashboards, reports, and monitoring for admins and business stakeholders

Live Dashboards

Monitor customer interactions in real-time and proactively make changes on-the-fly to be responsive to customer needs.

Custom Reports

Actionable insights to make the right customer decisions at the right time. Both automated real-time and historical metrics, readily accessible.

AI-Powered Analysis

Search call recordings by sentiment and keywords to focus supervisors on the conversations and topics that matter.

Interaction Monitoring

Coach frontline users as they actively support customers over voice calls, chats, and text.

Intermedia Triple Shield Security™

Eliminates the complexity of securing your communications while giving you peace of mind that your business data is protected

Protect User Access

Safeguard accounts with multi-factor authentication, blocking, and geo-fencing.

Secure Applications

End-to-end encrypted, secure-by-design communications meeting industry standards.

Defend the Cloud

Data stored in certified datacenters with 24/7 monitoring and AI-driven threat detection.

Easy and Worry-Free

Easy to Use

Deploys 100% remotely for agents in any location, with remote installation, training, and support.

Easy to Manage

Intuitive communication technology means delighted customers and happy, productive employees, everywhere.

Easy to Set Up

Minimal setup requirements mean quick onboarding and happy customers, faster.

Easy to Buy

Plans geared to businesses of any size and industry – even those who don’t think they need Contact Center.

Intermedia has continually been there for us. We can count on them to deliver – timely, professionally, and wholly.

8 years certified

Recognized for Providing "An Outstanding Customer Service Experience" in Assisted Technical Support.

Contact Center Plans and Pricing

PRO

Enhance customer interactions and insights with smart routing, IVR, and extensive reporting.

ELITE

Deliver optimal customer experience with omni-channel, custom integrations, scheduling, and more.

Interested in talking to sales?

Call us to start the conversation.