Intermedia Contact Center

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

  • Customizable call flows and exceptional QA features help ensure more efficient interactions
  • Voice, chat, and e-mail queues combine into a single omni-channel experience
  • Real-time customer insights speed agent-customer interactions
  • Dynamic notifications extend reach while respecting audience preferences
  • Deep historical reporting helps drive improved future interactions

*Product and feature availability may vary by region.

Key features of Contact Center

Agent Scheduling and Quality Assurance

Provides your front-line employees with the tools to evaluate and improve agent performance and ensure that agent staffing is sufficient to handle peak volume.

Enhanced Interactive Voice Response (IVR)

Helps customers with more straight-forward concerns (e.g. checking an account balance or paying a bill) self-serve without using up the time of a live agent.

Dynamic Notifications

Allows you to send outbound voice, SMS and email notifications so you can contact your customers using their preferred method of communication.

Omni-Channel Routing

Route incoming customer interactions to an agent with the optimal combination of idle time and appropriate skills, while also factoring in customer priority.

Powerful Reporting Capabilities

Real-time dashboards monitor live activity. Custom and pre-defined reports track agent performance and queue activity metrics for strategic decision-making.

Enhanced Interactive Voice Response

Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient. Some customers have more straight-forward concerns to address (e.g. checking an account balance or paying a bill), so the Contact Center IVR helps these customers self-serve without using up the time of a live agent. And when a customer’s problem extends beyond the dynamic menu, the IVR system can quickly lead the caller to the most relevant agent available.

Key features of Contact Center

Omni-Channel Routing

Instead of just routing calls and customer interactions to individual agents in a queue, Intermedia’s omni-channel Contact Center can group agents or employees into teams within each queue. This allows the automated distribution systems to route incoming customer interactions to an agent with the optimal combination of idle time and appropriate skills, while also factoring in customer priority. That means customers always get the most optimized service experience to tackle their inquiry.

Dynamic Notifications

Intermedia’s Dynamic Notification feature allows you to send outbound voice, SMS and email notifications so you can contact your customers using their preferred method of communication – or choose the most appropriate one.

Whether you use outbound notification for upsell, collections, appointment scheduling, customer care surveys or collections, highly versatile Dynamic Notification capabilities can be leveraged to deliver best-in-class results in any industry.

Agent Scheduling and Quality Assurance

Running a contact center isn’t always easy. Managers must not only ensure that agent staffing and schedule adherence are sufficient to handle peak volume, but also ensure the quality of the service they deliver. Intermedia’s Contact Center solution will provide your staff with the tools they need to meet—and exceed—your customer interaction objectives. From scheduling and monitoring to quality scoring and coaching, Intermedia offers a suite of built-in tools to evaluate and help improve agent performance:

Powerful Reporting Capabilities

Managing contact center operations without full visibility on key metrics is not just difficult. It’s impossible. While our real-time dashboards make it possible to monitor exactly what is going on right now, making informed staffing decisions often requires the ability to measure performance over different time intervals. With a library of hundreds of reports available right out of the box, and the ability to add custom reports, Intermedia Contact Center provides managers with the necessary agent performance and queue activity metrics to make the right decisions.

A Worry-Free Experience™

Security

Your data is private and protected in our secure, SOC 2-audited cloud.

Reliability

Every Intermedia service offers a 99.999% uptime Service Level Agreement.

Support

If you have questions, we’re here to answer them 24/7.

Compliance

Intermedia services help you maintain regulatory compliance.

Product Datasheet