Contact Center as a Service is a cost-effective, all-in-one 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 assurance tools like reporting, analytics, monitoring, evaluations, summaries, and surveys, along with workforce management and customer relationship management (CRM) 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 optimize their customer experience to retain customers, drive revenue, and remain competitive. Businesses that need a Contact Center solution need advanced functionality that lets them better manage their customer communications while helping their customer-facing employees be more efficient and effective in their phone calls and interactions.

A business phone system handles calls. A contact center manages the full customer experience. If your team manages inbound call queues, routes calls by skill set or department, tracks agent performance metrics, or handles customer interactions across more than one channel — you need a contact center. A basic phone system is enough if your team makes and receives direct calls without advanced queue management and customer call volume is low. Intermedia Contact Center is designed specifically for SMBs and mid-market teams, not just enterprise — you can start with as few agents as your team requires and scale without re-platforming.

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.

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.

Intermedia Contact Center embeds directly within Unite. Agents use a single application for their personal business calls and their contact center queue - with unified presence, shared voicemail, and the ability to escalate to or transfer to any Unite user in the organization without switching applications or providers.

Yes. Intermedia Contact Center handles voice, email, web chat, and SMS through a single unified agent interface. Supervisors see all channel activity in one real-time dashboard with queue management, SLA tracking, and agent availability across every channel simultaneously.

Intermedia Contact Center combines real-time and post-call AI to help businesses improve service, boost performance, and reduce costs. AI Agent Assist gives agents live guidance, suggested responses, sentiment, transcripts, summaries, and prior-call context when customers call back. AI Supervisor Assist provides live visibility and coaching tools, while AI Interaction Insights and AI Agent Evaluator uncover trends and automate quality scoring. Everything works out of the box without extensive model training.

Intermedia Contact Center uses concurrent licensing, so customers pay for the maximum number of agents logged in at the same time—not every employee who may need access. This is ideal for small and mid-sized businesses with shifts, part-time staff, seasonal teams, or shared customer-service responsibilities because costs align more closely with actual usage. Contact Center Pro supports voice-focused teams with ACD, IVR, intelligent routing, queued callbacks, call monitoring, contextual transfers, wrap-up tools, and reporting. Contact Center Elite includes Pro capabilities plus omnichannel engagement across SMS, web chat, and WhatsApp, along with surveys, power dialing, scheduling, dynamic notifications, and Spark AI-powered Interaction Insights. Contact Center can be used standalone or integrated with Intermedia Unite or embedded in Microsoft Teams, giving customers flexibility to choose the plan, concurrent capacity, and platform that best fits their operation.