Smarter Customer Engagement from Wherever
With Intermedia Contact Centre, you can differentiate from the competition where it matters most – the customer experience.
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Better, Faster Service
Intelligently route calls, chats, emails, and text messages to the right employee every time.
Personalized Interactions
Automatically know who is calling and why 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 your customer experience.
Integrated with Unite
Drive more productivity and better customer experiences with Contact Centre integrated in Unite.
Differentiate from the competition where it matters most – the customer experience
Call Queues
Answer customers in sequence; minimise wait times. Handle more concurrent enquiries and maintain happier customers and staff.
Smart Routing
Get customers to the right agents, on time, every time. Customise call flows for results, with Skills-Based Routing and more.
Cover All Channels
Let customers connect with you on their terms. Intermedia Contact Centre offers options for voice, chat, and email queues.
Outstanding Outreach
Go beyond inbound, with proactive outreach. Enhance audience engagement with multi-channel outreach capabilities.
Better Productivity and Experiences with Unite and Contact Centre
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.
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 customisable reports help visualise trends, identify friction points, and improve interactions.
Instant Insight
Real-time 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 at the right time. Both real-time and historical metrics, readily accessible.
AI-Powered Analysis
Search call recordings by sentiment and keywords to focus supervisors on the conversations and topics that matter.
Interaction Monitoring
Coach frontline users as they actively interact with customers over voice calls and chats.
Blair Bondar