Cloud-based contact centres and CCaaS (Contact Centre as a Service) solutions have grown increasingly popular in recent years. As business environments evolve, thanks to the advent of hybrid and remote work, changing customer expectations, and advancements in artificial intelligence, organisations are prioritising CX tools that offer flexibility, agility, and scalability.
The right CCaaS solution can help businesses to unify and optimise their CX strategy, empower employees, and even improve collaboration throughout the workforce. The key to success is selecting the right technology for the customer-facing team.
Intermedia, a cloud communications innovator, offers companies a feature-rich, easy-to-use, and intuitive customer communications platform in the form of the Intermedia Contact Centre. This all-in-one solution for reliable, intelligent customer service promises to help businesses deliver faster, more personalised support to customers, on all the channels they already use.
Here’s what business leaders can expect from the Intermedia Contact Centre.
Intermedia Contact Centre: The Features
Intermedia Contact Centre is a straightforward, cloud-based platform for omnichannel customer communications. Within the solution, companies can find tools for everything from intelligently routing calls across chat, email, and text, to delivering personalised experiences automatically.
The platform can be deployed and configured remotely in the cloud, ensuring business leaders can empower teams wherever they are. Plus, there are minimal setup requirements, thanks to a streamlined and convenient user interface. Intermedia can even help with remote installation, and training for team members. While the exact features available to companies using the Intermedia Contact Centre can vary depending on the package chosen, core capabilities include:
- Admin portals, agent and supervisor desktop and browser application
- Access to integrated employee collaboration with Intermedia Unite
- Real-time agent status insights
- Omnichannel support for voice, text, webchat, WhatsApp, and email
- Automatic call distribution
- Call and screen recording
- Customizable IVR
- Skills-based, rules-based, and location-based routing
- Queued call back and queued voicemail
- Real-time, historical, and graphical dashboards and reporting
- AI-powered transcription, sentiment analysis, and interaction summaries
- Supervisor functions (monitor, barge-in and whisper)
- AI-powered agent evaluation tools
- Position in queue and estimated wait time messages
- Customizable threshold alerts
- Text-to-speech prompts and messaging
- Post-call surveys
- Customizable outbound dialler
- Automated outbound notifications via text, email, and text-to-speech
- WFM
- Custom CRM and WFM integrations
- Custom IVR, payment processing, and speech recognition integrations
Intermedia also offers multi-channel outreach capabilities, comprehensive call queues, and the ability to integrate the contact centre ecosystem with the Unite UC service. Integrating Unite with the Intermedia Contact Centre allows businesses to unify their UCaaS and CCaaS strategies, with an easy-to-use platform pre-packaged with a range of collaboration tools to solve customer inquiries faster.
The Benefits of the Intermedia Contact Centre
Intermedia has developed its contact centre to help businesses deliver exceptional customer support, without unnecessary complexity. The cloud-based platform makes it easy to centralise contact centre and technology management with a single portal.
Plus, it’s ideal for supporting multi-site and remote contact agents. With the Intermedia Contact Centre, companies can combine outbound and inbound strategies, develop omnichannel customer service campaigns, and even measure satisfaction with automated surveys. Some of the core benefits of the platform include: