Intermedia Contact Center for Azure

Key Features*

• Seamless Authentication & Identity Management: Leverage Azure Active Directory SSO for secure, role-based access to Intermedia Contact Center.
• Cloud-Native Reliability & Scalability: Run Intermedia Contact Center across Microsoft Azure’s robust and geographically distributed data centers.
• Data-Driven Routing & Personalization: Connect Azure-hosted databases, CRMs, or analytics engines with Intermedia’s intelligent call routing and screen pop tools.
• Omnichannel Integration: Voice, chat, SMS, email, and social media engagement, all centralized and routed through Azure cloud resources.

Benefits*

• Unified Infrastructure: Simplify your tech stack by hosting both your customer data and your communications platform in Azure.
• Enhanced Security & Compliance: Maintain industry-specific compliance with both Azure’s built-in security and Intermedia’s HIPAA, PCI, and SOC 2-compliant communications.
• Reduced IT Overhead: Leverage centralized provisioning and monitoring through Azure to streamline deployment and management of Intermedia Contact Center across your organization.
• Faster Time to Value: Enable seamless communication workflows between customer support, field services, and sales—without switching platforms.
• Cross-Industry Agility: Support use cases across healthcare, education, government, finance, retail, and more with dynamic communication campaigns and self-service automation.

5 Things a Cross-Industry Business Can Do with the Azure + Intermedia Contact Center Integration*

1. Launch Intelligent IVR Routing via Azure Logic Apps: Integrate Azure-hosted data triggers to dynamically route inbound calls to agents based on customer behavior, location, or account type.
2. Trigger Mass Notifications via Azure Events (Dynamic Notifications): Use Azure’s event grid or function apps with Contact Center’s Dynamic Notification feature to automatically send voice, SMS, or email alerts during system outages, policy updates, or public notices.
3. Enable Secure Self-Service for Customers: Pair Azure SQL or Cosmos DB with Intermedia’s IVR to let users check order statuses, account balances, or appointment times without agent intervention.
4. Automate Workforce Activities: Connect Azure Automation with Intermedia’s agent status APIs to trigger schedule changes, activity logging, or call forwarding rules based on predefined workflows.
5. Centralize Analytics & Reporting: Pipe Intermedia interaction data into Azure Synapse or Power BI to generate real-time dashboards on queue performance, agent efficiency, and customer sentiment.

*Please note: The features highlighted are derived from a data dip and may not reflect the precise, real-time functionality of the application.

Want to learn more about deploying this integration in your organization? Contact us at 800.379.7729 or visit intermedia.com for more information.