Intermedia Contact Center: Smarter Customer Engagement from Wherever

Affordable | Reliable | Intelligent Contact Center Solutions

• **Better, Faster Service: **Intelligently route calls, chats, emails, and text messages to the right employee every time.
• **Personalized Interactions: **Automatically know who is calling in real-time to give your customers the top-tier service they expect.
• **AI-Powered Workflows: **AI Interaction Insights increases your capacity to help more customers and improve customer experience.
• **Integrated with Unite: **Drive more productivity and better customer experiences with our hosted Contact Center integrated with Unite.

Differentiate from the competition where it matters most – providing the optimal customer experience

• **Call Queues: **Answer customers in sequence; minimize wait times. Handle more concurrent inquiries and maintain happier customers and staff.
• **Smart Routing: **Get customers to the right agents, on time, every time. Customize call flows for results, with Skills-Based Routing and more.
• **Cover All Channels: **Let customers connect with you on their terms. Intermedia Contact Center offers options for voice, chat, and email queues.
• **Outstanding Outreach: **Go beyond inbound, with proactive outreach messaging. Enhance audience engagement with multi-channel outreach capabilities.

Better Productivity and Experiences with Unite and Contact Center

• **Integrated with Unite: **Seamlessly access advanced call handling in Unite to manage customers and get back to collaborating with peers when done.
• **Greater Flexibility: **Effortlessly give Unite users access to call queues without needing to onboard them to a different application or software.
• **Unified Presence & Status: **Let others see when users are handling customer calls. Let frontline users see who’s available to chat, talk, and meet while interacting with customers.
• **Advanced Call Handling: **Access advanced call capabilities within Unite including Dialout, Callbacks, Relevant Caller Information, and Call Classifications.

Rich dashboards, reports, and monitoring for admins and business stakeholders

• **Live Dashboards: **Monitor customer interactions in real-time and proactively make changes on-the-fly to be responsive to customer needs.
• **Custom Reports: **Actionable insights to make the right customer decisions at the right time. Both automated real-time and historical metrics, readily accessible.
• **AI-Powered Analysis: **Search call recordings by sentiment and keywords to focus supervisors on the conversations and topics that matter.
• **Interaction Monitoring: **Coach frontline users as they actively support customers over voice calls, chats, and text.

Features

• **Business Intelligence: **Extensive built-in and customizable reports help visualize trends, identify friction points, and improve interactions.
• **Instant Insight: **Real-time, automated customer insights speed agent-customer interactions and keep the team aligned.
• **Integrations Toolbox: **Integrate with popular (or custom) productivity tools, with support for leading CRM systems, plus a set of open APIs.
• **Optimized Workforce: **Agents can work anywhere, meaning a greater talent pool. You can recruit the very best agents – regardless of location.