Intermedia Cloud Communications has added contact center functionality to Intermedia Unite for Teams Advanced, fully embedding unified communications and customer experience (CX) capabilities directly within Microsoft Teams.
Building on Intermedia's Unite for Teams Advanced, the addition of advanced contact center capabilities now transforms Microsoft Teams into a comprehensive platform for both UC and CX. This enhancement enables businesses to manage voice, chat, SMS, and email interactions within Teams while continuing to leverage Teams' native collaboration features, such as meetings, team chats, and group discussions.
Key UC and CC features include the following:
- Support for voice, chat, SMS, and email from within the Teams environment.
- More than 100 advanced calling features, including call queue management, hunt groups, call monitoring, whisper, barge-in, and voicemail transcription.
- AI-powered sentiment analysis, real-time interaction summaries, and evaluations to help supervisors and agents continuously improve customer interactions.
- Global connectivity and continuity, with unlimited calling to 33 countries, backed by a 99.999 percent uptime service level agreement, with the ability to switch to Intermedia's mobile or browser app during a Teams service disruption.
- Streamlined routing and real-time queue management.
- Advanced analytics and dashboards to provide actionable insights to supervisors for improving team performance and customer satisfaction.
"Our fully embedded UC and CC solution for Microsoft Teams now empowers businesses with a powerful combination of advanced communication and customer experience capabilities - all within the familiar Teams environment they already use every day," said Irina Shamkova, chief product officer of Intermedia, in a statement. "With the addition of Contact Center functionality, we're enabling businesses to elevate both employee productivity and customer engagement in a single, integrated platform."