Overview
What is Intermedia Contact Center?
Intermedia Contact Center provides such as IVR, omni-channel contact routing for customer interactions, customizable call flow, customer insights for agents with historicals, and agent scheduling.
Pricing
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
Intermedia Contact Center Demo
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
What is Intermedia Contact Center?
Intermedia Contact Center Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Screen-share
- Supported: Social media channels
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: AI assistance for live agents
Intermedia Contact Center Screenshots
Intermedia Contact Center Video
Intermedia Contact Center Integrations
Intermedia Contact Center Competitors
- Five9
- NICE CXone
- RingCentral Contact Center
- 8x8 Contact Center
- Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center)
Intermedia Contact Center Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Intermedia Contact Center Downloadables
Comparisons
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Reviews
Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
Intermedia's VoIP service quickly resolved issues and disconnect problems for a call center operation, improving overall business operations. Customers have found the features of CCA to be useful and easy to use, particularly internet-based phone forwarding to cell phones which is highly beneficial for remote work situations. Telax has proven to be valuable for companies looking to operate as virtual organizations and maintain low staff turnover rates. Its contact center capabilities improve technical support and customer care by properly queuing calls and providing insightful reporting for areas of improvement. Users have praised Telax for promptly adding requested reports, providing clients with the necessary information. Aizan offers cost-effective features that seamlessly integrate with existing solutions, enhancing the technology and service provided to clients. Telax has also received positive feedback for its excellent communication, commitment, and collaboration in ensuring successful projects for their customers. The customizable and flexible cloud ACD service from Telax has been widely appreciated for its ability to seamlessly integrate with other services, enhancing the overall call center experience. Additionally, Telax's IVR setup and custom reporting capabilities have greatly improved reporting and scheduling staff for better service levels. The call monitoring, recording, and reporting features of Telax enable timely customer response and quality monitoring, addressing the need for efficient agent support. Call routing by Telax ensures that calls are directed to the most appropriate person or department, optimizing support desk and billing operations. Users have praised Telax's streamlined phone IVR system for providing a high-quality front answer point for clients and stakeholders. The simplified call monitoring and agent training offered by Telax effectively addresses the need for efficient agent support. Users have reported an increase in staff productivity due to the accurate call metrics tracking and streamlined call flows provided by Telax's platform. Additionally, sales channels have seen an improvement in sales effectiveness through the accurate configuration of close rates facilitated by Telax. Efficient call distribution and timely responses are made possible through Telax's call routing capabilities. Although some users have noted that certain essential features for outbound dialing are missing from Telax's analytics for outbound calls, they acknowledge the improvement in data availability compared to their previous dialer system.
Reliable VoIP Phone System: Users consistently praise the highly reliable VoIP phone system, with no issues regarding connections or static on any of the lines. Many users find it much better than traditional landlines.
Improved Chat Feature: The chat feature has undergone major improvements, allowing contact center agents to communicate with both each other and clients simultaneously. This enhancement in functionality has significantly increased productivity and efficiency for users.
Excellent Customer Service: Users have found the customer service team at Telax to be quick in responding, friendly, and always willing to help. They appreciate the level of support provided by all staff members when needed. Although initial contact was frequent during migration, support is now rarely needed.
Cons:
- Lack of chat functionality: Some users have expressed that there is room for improvement in the chat functionality, suggesting that it doesn't meet their expectations or needs.
- Slow response to inquiries: Several users have mentioned that it can take a significant amount of time to receive a response to email inquiries or to hear about the progress of a solution, which can be frustrating and cause delays in resolving issues.
- Pending enhancement requests: A number of users have stated that some enhancement requests have been pending for a long time, indicating a potential lack of responsiveness from the development team in addressing user feedback and implementing requested features.
Telax is often recommended for smaller businesses without a contact center platform. Users find it easy to learn and appreciate the compelling pricing model, especially for 24-hour operations with shift workers. However, it may lack some features found in more expensive solutions.
Telax stands out in one user's vendor portfolio and telecom career. They highly recommend scheduling a meeting or demo to explore their solution.
Users praise Telax for its flexibility and customization options, as well as its excellent customer service. They suggest watching the training videos to better understand the platform.