Intermedia Cloud Communications has announced that its Intermedia Contact Center has been certified for Microsoft Teams.
The Intermedia Contact Center includes omnichannel capabilities, such as phone, email, and SMS, along with advanced call routing, automated workflows, reporting and analysis, and quality control management.
The combination of these features reduces handle times, increases first-contact resolutions, and enhances the overall customer experience.
The cloud communications and collaboration solutions provider, Intermedia, has been a Microsoft Gold Certified Partner for more than 15 years, which it believes puts it in the ideal position to provide contact centre services.
Albert Kooiman, Senior Director, Microsoft Teams Partner Engineering and Certification at Microsoft, commented on Intermedia’s Teams-certified contact centre: "Intermedia has been a long-time Microsoft partner since 1999.
This solution that is Certified for Microsoft Teams represents another example of Intermedia's ability to provide Microsoft customers with intelligent and complimentary solutions that strengthen business performance."
Newly Certified Intermedia Contact Center
According to Intermedia, the certification allows Teams users to “confidently and seamlessly” use its contact centre wherever they may be working from.
Intermedia had to meet strict performance, scalability, and reliability standards to achieve Microsoft Team certification for its contact centre.
In addition to its omnichannel technology, the Intermedia Contact Center utilises SPARK AI technology, which provides users with intelligent insights to deliver excellent customer experiences at all touchpoints.
Within the Contact Center, SPARK’s AI-powered features include AI Interaction Summary View for Agents and Supervisors, AI Transcription for calls and voicemails, AI Transcription Redaction, AI Agent Evaluator, AI Sentiment Analysis, and AI Chatbot.
Aragon Research recently recognised Intermedia as a ‘Leader’ in ‘The Aragon Research Globe’ for the Intelligent Contact Center for small to medium-sized businesses (SMBs) 2024 due to Intermedia’s “dedication to innovation” and its advanced cloud communication tools.
