Affordable | Reliable | Intelligent Contact Center Solutions
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Intelligently route calls, chats, emails, and text messages to the right employee every time.
Automatically know who is calling in real-time to give your customers the top-tier service they expect.
AI Interaction Insights increases your capacity to help more customers and improve customer experience.
Drive more productivity and better customer experiences with our hosted Contact Center integrated with Unite.
Desk PhoneFree with Unite
HeadsetFree with Contact Center
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.
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.
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:
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.
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.
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.
Answer customers in sequence; minimize wait times.
Handle more concurrent inquiries and maintain happier customers and staff.
Get customers to the right agents, on time, every time. Customize call flows for results, with Skills-Based Routing and more.
Let customers connect with you on their terms. Intermedia Contact Center offers options for voice, chat, and email queues.
Go beyond inbound, with proactive outreach messaging. Enhance audience engagement with multi-channel outreach capabilities.
Seamlessly access advanced call handling in Unite to manage customers and get back to collaborating with peers when done.
Effortlessly give Unite users access to call queues without needing to onboard them to a different application or software.
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.
Access advanced call capabilities within Unite including Dialout, Callbacks, Relevant Caller Information, and Call Classifications.
Extensive built-in and customizable reports help visualize trends, identify friction points, and improve interactions.
Real-time, automated customer insights speed agent-customer interactions and keep the team aligned.
Integrate with popular (or custom) productivity tools, with support for leading CRM systems, plus a set of open APIs.
Agents can work anywhere, meaning a greater talent pool. You can recruit the very best agents – regardless of location.
Monitor customer interactions in real-time and proactively make changes on-the-fly to be responsive to customer needs.
Actionable insights to make the right customer decisions at the right time. Both automated real-time and historical metrics, readily accessible.
Search call recordings by sentiment and keywords to focus supervisors on the conversations and topics that matter.
Coach frontline users as they actively support customers over voice calls, chats, and text.
Deploys 100% remotely for agents in any location, with remote installation, training, and support.
Intuitive communication technology means delighted customers and happy, productive employees, everywhere.
Minimal setup requirements mean quick onboarding and happy customers, faster.
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."
Operations Manager, L.A. County Department of Health Services
A PC Magazine Editors’ Choice for Cloud Communications
Enhance customer interactions and insights with smart routing, IVR, and extensive reporting.
Deliver optimal customer experience with omni-channel, custom integrations, scheduling, and more.