Intermedia Cloud Communications is launching the first solution that fully integrates Unified Communications (UC) and Customer Experience (CX) within Microsoft Teams. By adding Contact Center capabilities to the existing Intermedia Unite for Teams Advanced, the company takes a step toward more efficient collaboration and customer service within a single platform.
Elevating Microsoft Teams
Intermedia enables businesses to manage voice, chat, SMS, and email interactions directly from Microsoft Teams, without the need for additional software or complex integrations. This ensures a seamless experience for both employees and customers while maintaining the familiar Teams platform.
Key Features and Benefits
• Omnichannel Support: Manage customer interactions via voice, chat, SMS, and email – all within Microsoft Teams.
• Advanced Telephony Features: Over 100 functionalities, including call queues, ring groups, monitoring, and voicemail transcription.
• AI-Powered Tools: Sentiment analysis, real-time summaries, and AI-driven evaluations help employees continuously enhance the customer experience.
• Global Connectivity and Reliability: Unlimited calling to 33 countries, with a 99.999% uptime guarantee.
• Efficient Routing and Queue Management: Customer inquiries are automatically directed to the right employees.
• Advanced Analytics and Dashboards: Insightful reports help optimize team performance and customer satisfaction.
Irina Shamkova, Chief Product Officer at Intermedia, highlights the advantages of this solution:
“With the addition of Contact Center functionality, we provide businesses with a powerful platform that enhances both employee productivity and customer engagement, all within Microsoft Teams.”
Affordability and Reliability
Businesses do not need a Microsoft Teams Phone license to use Intermedia’s solutions. A Microsoft 365 Business Basic license or higher is sufficient, along with an Intermedia Unite for Teams Advanced license for UC and a Contact Center for Teams license for CX functionalities.