Sunnyvale, CA, October 23, 2019 –Intermedia, a leading provider of unified communications as a service (UCaaS) solutions to channel partners and the businesses they serve, today announced the launch of Intermedia Contact Center. Building upon technology gained through the recent acquisition of contact center as a service (CCaaS) company Telax, Intermedia Contact Center is available in three packages to create more efficient and informed customer interactions for businesses of any size and complexity - from a small, single-channel contact center to the most advanced omnichannel enterprise environment. Developed on a proprietary platform, Intermedia Contact Center is available as both a standalone service as well as part of an integrated bundle with Intermedia Unite® – the all-in-one business phone and communications solution – for those businesses and partners looking for a complete communication and collaboration suite from one provider.
Intermedia Contact Center is designed to:
As businesses realize traditional on-premises contact center systems are expensive to scale, maintain, and administer, and no longer address the demands of a more dispersed and mobile workforce, the global CCaaS market is projected to grow dramatically in the coming years - to $33B by 2024 at a CAGR of 25%1. Intermedia Contact Center is hosted in the cloud, which means the customer’s significant expense associated with purchasing, deploying, maintaining, and updating expensive hardware is eliminated. A reliable internet connection and workstation is all that is required to get a contact center team member up and running no matter where the agent, manager, or knowledge worker is located. And unlike traditional on-premises contact center systems, Intermedia Contact Center can be deployed in days, not months, with all of the training, on-going support, and automatic feature updates included in one low monthly subscription price.
Like all Intermedia solutions, Intermedia Contact Center is the ideal option for MSPs who want to resell contact center services under their own brand, generate greater than 5 times more top-line revenue, own their customer relationships, and drive significant value in their business. And as always, Intermedia supports Intermedia Contact Center and its partners with the sales, training, marketing, onboarding, and billing/taxation support they need to win more, and earn more.
“After seeing a demo of the contact center product, I was blown away…blown away…at how feature-rich and cost-effective the system is from an end-user perspective,” said Jim Smith, founder and CEO of Proper Sky, an Intermedia partner based in the Philadelphia area. “You can you go as big or small as you want, it gives you true, real-time, in-depth reporting right at your fingertips, the integrations are outstanding, and the rates are fair and the margins are great. I couldn’t be happier that I’m an Intermedia partner than I am right now in terms of scalability and enterprise delivery because now I feel we have the whole package. I see the vision actually happening where we can provide a single unified communications solution across our entire base.”
Backed by 99.999% uptime Service Level Agreements and J.D. Power-certified support, and managed through one, intuitive point of control, Intermedia’s three contact center packages include:
“As one of North America’s pioneers in hosted and cloud services, Intermedia’s laser focus on ease of use, service quality and reliability, combined with effective execution and strong brand, led us to recently naming Intermedia as a 2019 top 5 North American unified communications provider,” said Elka Popova, Vice President, Information and Communications Technologies at Frost and Sullivan. “Intermedia Contact Center is a great addition to their unified communications portfolio as it promises to help businesses of all sizes realize greater operational efficiencies while enabling them to make more rapid and informed decisions when resolving customer issues. And for channel partners looking to add another revenue-rich cloud solution to their portfolio, this creates an excellent opportunity given Intermedia’s channel focus.”
“Businesses continue to look for more nimble, affordable, and effective ways to provide better customer experiences, and we deliver the solutions to help make that happen,” said Michael Gold, CEO of Intermedia. “Intermedia Contact Center was developed with the understanding that not all businesses are created alike, and that a truly complete solution must offer multiple options to meet each customer’s specific organizational needs, based on size, number of locations, and industry. We developed these three packages with that in mind. Regardless of the package a customer selects, we are confident that businesses will realize more efficient, responsive, and informed customer interactions, which translates to greater customer satisfaction and more loyal customers.”
Intermedia is a leading Unified Communications as a Service (UCaaS), Contact Center as a Service (CCaaS), business cloud email and productivity applications provider hyper-focused on delivering easy-to-use and secure communication and collaboration solutions to SMBs and the partners that serve them. More than 125,000 business customers and 6,600 active partners rely on Intermedia’s tightly integrated suite of cloud applications that are managed through one intuitive point of control and are backed by 99.999% uptime SLAs and J.D. Power-certified 24/7 technical support. Solutions include the all-in-one cloud communications and collaboration platform Intermedia Unite, Intermedia Contact Center, web and video conferencing, file sharing & backup, business email, security, archiving, and more.
Intermedia’s 360° approach to partner success makes it easy for channel partners to sell, set up, manage, and support the cloud while achieving strong margins and creating attractive new revenue streams through both branded, co-branded, and private label programs.
Intermedia is the only business cloud application provider to have been certified by J.D. Power for its superior 24/7 technical support three years in a row – 2016, 2017, and 2018. For more information, visit our website, or connect with us on LinkedIn, Twitter, or Facebook.
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1Market Watch: Cloud-based Contact Center Market is Expected to Reach USD 33.296 Billion at a CAGR of 24.57% Over the Forecast Period 2019-2024 (May 2019)