CONTACT CENTER

Retain, protect and efficiently retrieve your Contact Center communications

Why Add Intermedia Archiving to Contact Center?

Your recordings are at the heart of your contact center. Securely preserve your agents and customers Contact Center interactions such as phone calls, chats, SMS, emails and screen recordings. Ensure the information is easy to find whenever it's needed.

Automatic Data Capture

Capture and retain contact center communications without administrative or user action (after the initial activation).

Find What You Need

Powerful, contextual search to quickly find agent and users conversations when you need them.

ONE Platform

Single store, single pane, all your data; providing a unified view of your Contact Center communications.

Uncompromising Security

Data is encrypted at rest and in transit, and multifactor authentication protects data from access by unauthorized users.

Why Add Intermedia Archiving to Contact Center

Capture, retain and retrieve Contact Center calls, chats, SMS, emails, screen-recordings and more - all in ONE archiving solution.

POWERFUL CONTEXTUAL SEARCH

Indexes both content and metadata so users can access millions of archived contact center records and refine searches using dozens of properties for results in seconds.

CALL RECORDINGS

Archiving service preserves all contact center call recordings; inbound, outbound, call transfers, voicemails and associated critical meta-data. With the added benefit of transcription and sentiment to complete the insights.

OMNICHANNEL RECORDINGS

Customers prefer to connect with you on their terms. Get a holistic view of your customers' and agents' communication across all channel modes including chat, SMS, email and more.

SEAMLESS INTEGRATION

Designed for Contact Center and deploys in minutes with everything needed to enable compliant archiving retention for Contact Center communications.

Protect your organization while improving customer experience.

ADDRESS DISPUTES AND COMPLAINTS

Disputes are unavoidable - retain, retrieve, and analyze contested calls quickly and efficiently. Customers can rely on recordings as proof of promises made by your company.

ENHANCE AGENT PERFORMANCE

Call agents are at the front line in terms of effectively representing your products, resolving issues, and answering customers' questions. Review interactions for quality, feedback and coaching to develop skills, and expertise.

ADHERE TO COMPLIANCE

Preserve communications to comply with industry (PCI-DSS, HIPAA, FINRA, SEC, IIROC, etc), state, and local regulations. Regulators can rely on recordings for investigations, audits, or court proceedings.

SATISFY LEGAL OBLIGATIONS

Produce interactions promptly for litigation cases, investigations, and eDiscovery requirements. Better support identification, collection, and production of electronically stored communications.

Protect your organization while improving customer experience

Learn More About Contact Center

Adopting a contact center as a service can revolutionize how you manage the customer experience. If your goals are to improve customer interactions, support your agents, and reduce costs, learn more about the possibilities of CCaaS by checking out Intermedia's Contact Center software.

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Learn More About Contact Center

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