telax.comContact Center: Customer Service Software | Intermedia

× 1.800.379.7729 | Support: 3 | Sales: 2 Get Quote Search Find a Solution Provider Support Login Customer Login Partner Portal AccessLine Services Products VOICE & UNIFIED COMMUNICATIONS Intermedia Unite ® Unite Archiving Company Messaging Toll Free Calling Contact Center AnyMeeting ® Video Conferencing AnyMeeting ® Webinars SIP Trunking PRODUCTIVITY & EMAIL Microsoft 365 Copilot Exchange Email BACKUP & FILE MANAGEMENT SecuriSync ® Backup for Microsoft 365 Outlook Backup SECURITY & COMPLIANCE Email Archiving Email Encryption Email Protection Intermedia Unite ® Unite Archiving Company Messaging Toll-Free Calling Contact Center AnyMeeting ® Video Conferencing AnyMeeting ® Webinars SIP Trunking Exchange Email Microsoft 365 Copilot SecuriSync ® Backup for Microsoft 365 Outlook Backup Email Archiving Email Encryption Email Protection Why Intermedia Our Worry-Free Experience™ Overview Security Reliability Onboarding Support Compliance Innovations Intermedia SPARK AI Integrations App Marketplace APIs PROVIDING INDUSTRY SOLUTIONS Healthcare Legal Services Financial Services Automotive Retail Success Stories Business Innovators Customer Stories Partner Stories Reviews & Awards Intermedia Spark AI Intermedia’s Worry-Free Experience™ Business Innovators Customer Stories Partner Stories Reviews & Awards Industry SolutionsOur Story Who We Are Newsroom Analysts Careers Contact Us Legal Agreements Vulnerability Disclosure Who We Are Newsroom Analysts Careers Vulnerability Disclosure Legal Contact Us Blog Partners Overview Partnership Models Program Benefits Overview Partnership Models Program Benefits Find local reseller Get Quote Overview Details ResourcesPricing App Marketplace Intermedia Contact Center: Smarter Customer Engagement from Wherever Affordable | Reliable | Intelligent Contact Center Solutions Get A Quote Watch Video 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. FREE Desk Phone Free with Unite OR Headset Free with Contact Center FREE FOR A LIMITED TIME CHOOSE A FREE DEVICE OR Instant REBATE ON SELECT DEVICES WHEN YOU PURCHASE UNITE. Contact Us Learn More What is a Contact Center as a Service solution? Contact Center as a Service is a cloud-based communications platform with advanced features designed to help businesses manage their customer interactions through different channels (e.g., voice, SMS, webchat, email, and WhatsApp). It also includes quality management tools like reporting, analytics, monitoring, evaluations, and surveys along with workforce management tools to help businesses ensure a good customer experience. We’re not a Contact Center - why would we need this solution? Although the software’s origins began in formal call agent contact centers, businesses of all sizes in all industries see the need to improve their customer experience to retain customers, drive revenue, and remain competitive. Businesses who need a Contact Center solution need advanced tools that let them better manage their customer communications while helping their customer-facing employees be more efficient and effective in their interactions. What’s the difference between Contact Center software features and my business phone system? Typical business phone systems include simple call routing using auto attendants (e.g., "press 1 for sales", "press 2 for support"), hunt groups that distribute calls to a group of users, and basic reporting to show hold times/talk times, etc. Contact Center software solutions offers advanced call features like: Interactive voice response to route calls based on customer information, priority, and skill Multichannel management for voice, email, webchat, texting, and social media Self-service options to allow customers to complete requests without an employee Artificial intelligence and deeper reporting tools to assist with analysis CRM integrations to improve call routing and personalize customer interactions How will I know when I need Contact Center software? Businesses consider purchasing Contact Center software when it becomes harder to manage the volume of inbound customer communications and they start to miss more calls, experience higher hold times, and lose customers to their competition. Businesses also purchase Contact Center services to differentiate themselves from their competition. They want to offer more communications channels, self-service options, and better personalization so customers choose them over other businesses. Do I need Intermedia’s business phone system to use Contact Center software? While there are great benefits from using Intermedia’s Unified Communications software (called Unite) and hosted Contact Center together, it’s not required. Contact Center can work "over the top" of your existing UCaaS or on-premises phone system. What benefits do I get from having an integrated unified communications and hosted contact center application? More businesses want to integrate their UCaaS and Contact Center software to simplify their call communications tech stack down to one application for employees. It also improves customer experience since customer-facing employees can easily collaborate with subject matter experts in the organization to quickly resolve customer inquiries. Businesses can also capture significant savings by purchasing their communications support from one provider. 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. Customers aren’t the only ones who benefit 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. 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...