Wherever, Whenever Customer Engagement

With Intermedia Contact Center, you can differentiate from the competition where it matters most – the customer experience.

Unified with Intermedia Unite

This new unified platform experience gives every employee in your business the tools they need to work together and with customers to get their jobs done faster and easier than ever before in one application. As a result, you’ll unlock:

  • Faster Service Speed - Advanced call management tools unified within Elevate give your users better tools to resolve customer calls faster.
  • Better Productivity - Let employees quickly and easily work with each other to help each other or a customer.
  • Better Service Quality - Supervisors have improved visibility into their customer experience and customer-facing users have better access to other employees.
  • Amazing Flexibility - Streamline onboarding and give any user immediate access to help manage customer calls instantly.

Key features of Unified Unite and Contact Center

One Application for Collaboration and Communication

The unified experience has everything employees need regardless of their role.

  • For Internal Collaboration
    Employees who need to collaborate can do so quickly and easily using calls, meetings, chats, and file sharing.
  • For Customer Communications
    Frontline users have all the tools (multichannel queues, active call routing, contact directories) they need to:
    • Manage their active calls, chats, SMS texts, and emails
    • Measure their performance
    • Collaborate internally while UNITE shields them from other calls
    When they’re done, they can log out of their call queues and focus on getting other work done by using Unite to collaborate with their peers.

Status/Presence Sync

Get faster customer call resolution with clear visibility into colleague availability across the organization and the ability to easily engage them to aid in customer interactions.

Advanced Interaction Handling Capabilities in Unite

Get access to advanced voice interaction handling capabilities within Unite including:

  • Inbound multichannel interactions – Let frontline users handle voice, chat, SMS, and email interactions from multiple queues
  • For Voice:
    • Dialout – Make a call using a select that number you want to show in the caller ID
    • Conference Call – Bring other team members into an active customer call.
    • Call Transfers – Check with team members to see if they’re available first before transferring a call.
    • Automatic Scheduled Dialout Campaigns – Let frontline users participate in dialout campaigns that automatically initiate outbound calls based on a call list.
    • Callbacks – Let callers who are waiting in the queue enter a phone number and be called back instead of remaining on hold.
    • Relevant Caller Information – See pertinent customer information to resolve calls faster.
    • Call Classifications – Document the outcome of a call based on the type of call and what actions were taken to resolve it.
  • For Chat and SMS:
    • Simultaneous Interaction Handling – Let frontline users view and manage multiple chat and SMS threads at one time to expedite response time.
    • Response Templates – Reduce manual responses with response templates for greetings, common questions, etc.
    • Chat Classification – Document the outcome of a chat based on the type of conversation and what actions were taken to resolve it.
  • For Email:
    • Receive/Reply/Forward – Treat incoming emails as you normally would but track response time and classify the interaction to improve the customer experience.
    • Suspend and Resume Emails – Put an email “on hold” and come back to it later when you have more information.
    • Receive and Attach Files – Simplify information exchange by attaching and receiving files.
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