Intermedia Contact Center Review - why 4 stars?

Shlomi Lavi / updated: Dec 14, 2022

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What is Intermedia Contact Center?

Intermedia Contact Center is a cloud-based call center software designed to help agents deliver on everything that defines a great customer experience. The software comes with features such as:

• Call Queues: Agents can respond to customers promptly; keep wait times to a minimum. They can handle more concurrent inquiries while keeping customers and employees happy.
• Smart Routing: Agents can customize call flows for better results, using skills-based routing and other features.
• Cover All Channels: Agents can allow customers to communicate with them on their terms. Intermedia Contact Center provides voice, chat, and email queueing options.
• Business Intelligence: This feature comes with extensive built-in and configurable reports that aid in the visualization of trends, the identification of friction areas, and the improvement of interactions.

Intermedia is a call center software that started in 2006. The company is headquartered in Toronto, Ontario, Canada. The company has a workforce of up to 200 employees.

Who is it best for?

Intermedia Contact Center is best for medium size enterprises that are looking for a way to improve their contact center. The solution is best for educational, automotive, customer service, financial service, health care, hospitality, insurance, medical, business process outsourcing and mortgage industries. Johnson and Johnson, Northrop Grumman and Health Canada are some of the clients of Intermedia.

Main features and functionalities

Intermedia comes with automatic call distribution, interactive voice response, workforce management, CRM integration, distributed teams, quality assurance and reports and analytics. The automatic call distribution feature can help users to get the call to the right person at the right time to create a better experience for users. Moreover, you can forecast your resources requirements and check historical and real time reports to make sure that your team is going according to schedules.

The CRM integration feature can make sure that all the agents get the required information in real time to provide great customer experiences. It can also route callers to the last agent they spoke automatically to improve service levels. Users can bring a distributed team together under one solution using the “distributed teams” features. The reports and analytics features come with business intelligence to help users know about market trends and customer preferences.

What is the actual cost?

The cost of license starts at $35 per user/month. ITQlick pricing score is 2 out of 10 (10 is most expensive). Access ITQlick pricing guide for Intermedia Contact Center. You can also find here pricing information from Intermedia Contact Center's website.

Pros

• Intermedia is feature-rich
• Intermedia offers highly scalable interface that can be customized according to your needs
• The software offers an amazing customer service experience
• Users can work from anywhere in the world
• The software comes with workforce management features which is not seen in most of the other customer center tools

Cons

• The software is lacking a knowledge Base for their clients
• Intermedia doesn’t offer any mobile contact center solution like other similar tools
• The call center solution of Intermedia is only available in English as of this time

How it stacks up?

Access a head to head analysis of Intermedia Contact Center vs alternative software solutions.

Frequently Asked Questions (FAQs)

Is Intermedia Contact Center right for you or your business?

Call center agents looking for a call center solution that allows them to give a high-quality experience to the demands of their customers from anywhere can benefit from Talax Hosted Call Center (now Intermedia Contact Center). The software has customers like Baltimore Captical Management, PrimitiveLogic, Maker, CargoTrans, Arcpoint, Stranded Oil Resource Corporation, Wongdoody, Regency Centers, etc.