Intermedia Unveils Contact Center Solution Post-Telax Purchase

Intermedia has launched a contact center solution on the heels of an acquisition.

Channel partners can sell the Intermedia contact-center solution on its own or bundle it with the Unite unified communications platform. The contact center offering comes in three packages that serve increasing levels of customer size and complexity. The most advanced version features CRM integration and outbound notification campaigns.

Intermedia announced in July that it was buying the CCaaS provider Telax for an undisclosed amount. CEO Michael Gold described the acquisition as an opportunity to get a leg up in field of UCaaS and CCaaS providers that don’t usually offer both solution types.

Intermedia’s Michael Gold

“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,” Gold said. “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 are confident that businesses will realize more efficient, responsive and informed customer interactions, which translates to greater customer satisfaction and more loyal customers.”

Intermedia said that MSPs can earn at least five-times more revenue through private-labeling or co-branding the solution. Partners can access Intermedia’s support for various processes, including sales, training and billing.

Jim Smith, who founded and runs Intermedia partner Proper Sky, said a product demo showed him “how feature-rich and cost effective the system is from an end-user perspective.”

Proper Sky’s Jim Smith

“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, and 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,” Smith said.

Grand View Research predicts the global contact center software market to reach $47.8 billion in 2025. And Frost and Sullivan has named Intermedia a top five North American UC provider for 2019.

Frost & Sullivan’s Elka Popova

“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,” said Elka Popova, Frost and Sullivan’s vice president, information and communications technologies. “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.”

We list Intermedia among our 20 Hosted PBX Providers You Should Know.