Intermedia Contact Center

About Intermedia Contact Center

80% of customers believe they’re delivering a great customer experience, but only 8% of customers agree. Businesses like yours need better visibility to determine the quality of their customer interactions and the right tools to make it even better.

Intermedia Contact Center helps you deliver on everything that defines a great customer experience:

Quick Access to Assistance with Intelligent Call Routing and Self-Service Tools – Get customers the answers they need fast by routing them to the right employee. Give your employees relief while helping your customers resolve inquiries themselves using interactive voice and web chat response tools.

Greater Availability and Convenience with Omni-Channel Support – Effortlessly engage customers how they want using voice, chat, email, and SMS. Proactively engage customers with fewer resources using automated notifications for everything from appointment reminders to promotions.

Better Personalization with CRMs Integrations – Get immediate, relevant customer information during an interaction to quickly validate customer information and deliver a personalized experience.

Better Visibility with Dashboard, Reports, and Recordings – Let employees support customers from wherever while still getting the visibility you need to drive better experiences and business outcomes. Intermedia’s dashboards and reporting give you a detailed view of your business and individual employee performance. Interaction recordings protect you and your customer while giving you insight into individual interactions.

Greater Productivity and Service Quality with Unified Collaboration and Customer Communication – Employees need quick access to information wherever they may be working. But having customer-facing teams using separate applications to service clients disconnects them from the rest of the organization and hinders more responsive, successful engagements. Intermedia unified Unite and Contact Center application brings employee collaboration and customer communication into one single application. This means voice, video conferencing, team chat, file sharing, and backup, call queues, active call routing, contact directories, and more are all available on one highly reliable, secure, tightly integrated platform.