Intermedia Contact Center
Last Updated
Overview
Intermedia Contact Center offers a cloud-based platform for managing voice, chat, email, and SMS interactions. It streamlines agent workflows and provides analytics for informed decision-making. However, documentation gaps may hinder user workflows; nonetheless, its omni-channel capabilities and AI-powered insights make it a strong choice for scalable customer support operations.
Intermedia Contact Center Specifications
- Live Chat
- Omnichannel Support
- CRM Integration
- Canned Responses
Intermedia Contact Center Features
Omni-Channel Routing
This capability directs customer interactions across voice, chat, email, and SMS through a unified queue. It ensures that each inquiry reaches the most suitable agent, reducing wait times and improving response quality while maintaining consistent service across every supported communication channel.
Voice Response (IVR) System
The IVR system allows organizations to automate initial customer interactions through customizable menus and logic-driven pathways. It helps route callers efficiently, gather essential information upfront, and reduce manual workload, ultimately improve call-handling accuracy, and minimize unnecessary transfers.
Analytics And Performance Reporting
Its analytics engine provides real-time dashboards and historical reporting that capture performance trends, service-level metrics, and customer behavior patterns. These insights enable supervisors to make data-backed decisions, optimize staffing, and refine processes to ensure consistent and measurable service improvements.
AI-Powered Sentiment Analysis
Intermedia Contact Center features AI-powered sentiment analysis that evaluates customer tone and emotional cues during conversations, giving supervisors greater visibility into interaction quality. By identifying frustration, satisfaction, or urgency, it enables proactive coaching and helps teams address issues before escalation, improving overall customer experience outcomes.
Pros And Cons of Intermedia Contact Center
Pros
Reduces customer wait times effectively
Automates initial interactions to save agent time
Minimizes unnecessary call transfers efficiently
Cons
Requires stable internet for optimal performance
May need training for full feature utilization
Intermedia Contact Center Reviews
Total 1 reviews
4
All reviews are from verified customers
Rating Distribution
5
Stars0%
4
Stars100%
3
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2
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1
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Share your experience
Health, Wellness and Fitness, 500+ employees
Less than a year
“Helpful real-time agent visibility”
Pros
Having real-time visibility is really useful and it helps a lot that agents can see who's available at any moment. That makes it much less likely that too many people will step away for a break at the same time.
Cons
Placing calls from the Contact Center icon works differently than calling from the Calling icon. As an admin, I can pull recordings from one of them but not from the other.
Rating Distribution
Ease of use
9
Value for money
9
Customer Support
7
Functionality
9
Frequently Asked Questions
What other apps does Intermedia Contact Center integrate with?
The software integrates with Salesforce, Microsoft Teams, Zoho, ServiceNow, Zendesk, Slack, and HubSpot.
Does Intermedia Contact Center have a mobile app?
No, Intermedia Contact Center does not have a mobile app.
What level of support does Intermedia Contact Center offer?
Intermedia Contact Center provides support via phone and email.
Does Intermedia Contact Center offer an API?
Yes, Intermedia Contact Center provides API access.
What types of pricing plans does Intermedia Contact Center offer?
Intermedia Contact Center offers Pro and Elite plans with custom pricing. Request a custom Intermedia Contact Center price quotation.
What language does Intermedia Contact Center support?
Intermedia Contact Center supports the English language.
Who are the typical users of Intermedia Contact Center?
Intermedia Contact Center serves customer support centers, retail and ecommerce, healthcare services, financial services, telecommunications, travel and hospitality, and professional services.