Intermedia Contact Center

About

Our proprietary, omni-channel, born in the cloud contact center solution can be deployed as a feature of Unite, as an add-on to Intermedia Unite or stand-alone to be used with an existing phone system or other infrastructure. Different from on-premises contact center solutions that may take weeks to set up, our cloud contact center can be set up within days and includes an extensive set of features such as interactive voice response (IVR), omni-channel routing of incoming customer interactions (voice, email, web chat and SMS) and the ability to contact customers using their preferred method of communication. The efficiency improving features of our contact center solution include advanced skills-based routing that delivers incoming interactions to the right representatives at the right time, the ability to assess agent performance and optimize their scheduling, and the ability to monitor contact center activity in real-time and push custom and pre-defined reports to track performance.