Intermedia has introduced a family of cloud-based contact center-as-a-service (CCaaS) offerings designed to help MSPs and other channel pros add a significant new recurring revenue stream.
Called Intermedia Contact Center, the new service is available in three packages. Intermedia Contact Center Express is an affordable entry-level option targeted at small businesses. The more robust Intermedia Contact Center Pro adds omni-channel capabilities plus support for smart call routing, historical reporting, and more. The top-of-the-line system, named Intermedia Contact Center Elite, includes more complete omni-channel functionality as well as CRM integration, self-serve interactive voice response, outbound notification, and advanced quality assurance features, among others.
All three systems are backed by a 99.999% uptime SLA, come with J.D. Power-certified support, and can be managed through a single point of control plane, says Intermedia, which also provides sales, marketing, onboarding, training, and billing assistance for the new solutions.
“Businesses continue to look for more nimble, affordable, and effective ways to provide better customer experiences, and we deliver the solutions to help make that happen,” said Intermedia CEO Michael Gold in a press statement. “Intermedia Contact Center was developed with the understanding that not all businesses are created alike, and that a truly complete solution must offer multiple options to meet each customer’s specific organizational needs, based on size, number of locations, and industry. We developed these three packages with that in mind. Regardless of the package a customer selects, we are confident that businesses will realize more efficient, responsive, and informed customer interactions, which translates to greater customer satisfaction and more loyal customers.”
The newest additions to Intermedia’s portfolio utilize technology the vendor acquired in August along with Toronto-based CCaaS software provider Telax. Partners can offer it either as a standalone service or as part of an integrated bundle with Unite, the unified communications-as-a-service solution Intermedia unveiled early in 2018.†
Private label and co-branded reseller options, Intermedia says, enable channel pros to collect at least five times more revenue on CCaaS services than they can through traditional commission-based agent compensation schemes. End users benefit as well, the company adds, from the solution’s scalable, pay-as-you-go cloud delivery model.
Fueled by increased adoption of CCaaS applications and managed services, global spending on contact center technology will grow at a 7.1% CAGR through 2023 to $15.2 billion, according to Gartner.
Recent enhancements to Unite include the introduction in June of integration with Datto’s Autotask PSA product, as well as the addition of spam caller protection the following month.
Jenne became Intermedia’s latest distributor in September.
