Contact Center
Smarter Customer Engagement from Wherever
Affordable | Reliable | Intelligent Contact Center Solutions
Better, Faster Service
Intelligently route calls, chats, emails, and text messages to the right employee every time.
Personalized Interactions
Automatically know who is calling in real-time to give your customers the top-tier service they expect.
AI-Powered Workflows
AI Interaction Insights increases your capacity to help more customers and improve customer experience.
Integrated with Unite
Drive more productivity and better customer experiences with our hosted Contact Center integrated with 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.
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.
Key features of Contact Center
Agent Scheduling and Quality Assurance
Provides your front-line employees with the tools to evaluate and improve agent performance and ensure that agent staffing is sufficient to handle peak volume.
Enhanced Interactive Voice Response (IVR)
Helps customers with more straight-forward concerns (e.g. checking an account balance or paying a bill) self-serve without using up the time of a live agent.
Dynamic Notifications
Allows you to send outbound voice, SMS and email notifications so you can contact your customers using their preferred method of communication.
Omni-Channel Routing
Route incoming customer interactions to an agent with the optimal combination of idle time and appropriate skills, while also factoring in customer priority.
Powerful Reporting Capabilities
Real-time dashboards monitor live activity. Custom and pre-defined reports track agent performance and queue activity metrics for strategic decision-making.
Why choose a CCaaS solution?
Today’s contact centers are under pressure to contribute significantly to top-line revenue and bottom-line profit. That, along with the demand to deliver a winning customer experience strategy, can make contact center implementation a daunting task. To help our customers ensure that their contact center fully realizes all of its goals, Intermedia offers a leading Contact Center Software as a Service solution (CCaaS) combining the most robust suite of features with carrier-grade reliability and world-class deployment and support services.
Unlike traditional on-premises systems, Intermedia’s Contact Center can be up and running within days, not months. Plus, you’ll always have the latest, most advanced contact center tools and technology at your fingertips. With no need for bulky on-site equipment, and with our Cloud Concierge™ experts with you every step of the way, your transition to the cloud is seamless.
Provide a best-in-class customer experience with a contact center solution that gives you superior reliability, along with easier adoption and faster, more accurate resolve times:
- Support multi-site contact centers and remote agents
- Centralize management from one portal, accessible anywhere, any time
- Keep an eye on service levels, and analyze team performance by queue, team, or agent with real-time dashboards and historical reports
- Easily manage customizable agent skillsets and statuses
- Centralize the handling of web chat, email, and SMS in a single application with our omnichannel capabilities
- Enhance audience engagement with outbound dialing and advanced outreach campaign capabilities
- Send out post-call surveys to measure satisfaction
- Quickly and easily integrate with CRM and WFM systems
- And much more…
A Worry-Free Experience™
Security
Your data is private and protected in our secure, SOC 2-audited cloud.
Reliability
Every Intermedia service offers a 99.999% uptime Service Level Agreement.
Support
If you have questions, we’re here to answer them 24/7.
Compliance
Intermedia services help you maintain regulatory compliance.
Product Datasheet
Download the Data Sheet 
Get AnyMeeting as part of Intermedia Unite®, our robust unified communications platform that combines business phone service with video conferencing, chat, contact center, business SMS, file management, and more.
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Easy to Set Up
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