Intermedia Contact Center comes two months after Telax acquisition
Intermedia now has a Contact Center-as-a-Service (CCaaS) offering that channel partners will be able to sell to their customers — the result of its acquisition in August of CCaaS vendor Telax.
The Lowdown: The cloud-hosted Intermedia Contact Center is designed to enable end customers to quickly deploy a contact center environment that eliminates the capital costs of buying the equipment and allows them to easily scale to meet demand.
The Details: The offering is built on Intermedia’s proprietary platform and can be sold as a stand-alone product or as part of Intermedia Unite, a tightly integrated bundle for SMBs that consists of business phone and communications tools, including videoconferencing, chat, screen sharing, a PBX phone system, and file management.
The CCaaS solution is available in three packages for companies of different sizes and needs, from a single-channel contact center to an enterprise-class omni-channel environment:
> Contact Center Express: For small businesses, it features a suite of call handling and routing features.
> Contact Center Pro: It includes everything in Express, as well as the ability to add omni-channel capabilities, smart call routing, historical reports, and real-time insights.
> Contact Center Elite: This adds to the Pro features with a full omni-channel environment, custom CRM integrations, outbound notification campaigns, advanced quality assurance features, and other tools.
The Impact: MSPs that want to resell contact center services under their own brand will be able to garner up to five times more top-line revenue, according to Intermedia officials. The CCaaS offering also comes with Intermedia sales, training, marketing, onboarding, and billing support.
Background: The Telax acquisition enabled Intermedia to expand its portfolio beyond Unified Communications-as-a-Service (UCaaS). Analysts at Frost and Sullivan are forecasting the cloud contact center market in North America will grow to $4.2 billion by 2022.
The Buzz: “Businesses continue to look for more nimble, affordable, and effective ways to provide better customer experiences, and we deliver the solutions to help make that happen,” said Intermedia CEO Michael Gold. “Intermedia Contact Center was developed with the understanding that not all businesses are created alike, and that a truly complete solution must offer multiple options to meet each customer’s specific organizational needs, based on size, number of locations, and industry. We developed these three packages with that in mind. Regardless of the package a customer selects, we’re confident that businesses will realize more efficient, responsive, and informed customer interactions, which translates to greater customer satisfaction and more loyal customers.”
“After seeing a demo of the contact center product, I was blown away … at how feature-rich and cost-effective the system is from an end-user perspective,” said Jim Smith, founder and CEO of Proper Sky, an Intermedia partner. “You can you go as big or small as you want. It gives you true, real-time, in-depth reporting right at your fingertips, the integrations are outstanding, the rates are fair, and the margins are great. I couldn’t be happier that I’m an Intermedia partner than I am right now in terms of scalability and enterprise delivery because now I feel we have the whole package. I see the vision actually happening where we can provide a single unified communications solution across our entire base.”
“As one of North America’s pioneers in hosted and cloud services, Intermedia’s laser focus on ease of use, service quality, and reliability, combined with effective execution and a strong brand, led us to recently naming Intermedia as a 2019 top 5 North American unified communications provider,” said Elka Popova, vice president of information and communications technologies at Frost and Sullivan. “Intermedia Contact Center is a great addition to their unified communications portfolio as it promises to help businesses of all sizes realize greater operational efficiencies while enabling them to make more rapid and informed decisions when resolving customer issues. And for channel partners looking to add another revenue-rich cloud solution to their portfolio, this creates an excellent opportunity given Intermedia’s channel focus.”