Intermedia Contact Center
Contact center software
Contact center workforce software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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Small
Medium
Large
- Banking and insurance
- Healthcare and life sciences
- Professional services (engineering, legal, consulting, etc.)
What is Intermedia Contact Center
Intermedia Contact Center is a cloud-based contact center solution used to manage inbound and outbound customer interactions across voice and digital channels. It targets small to mid-sized organizations that need call routing, agent tools, reporting, and administration within a hosted service. The product is commonly positioned as part of Intermedia’s broader business communications portfolio, which can simplify procurement and integration for customers already using the same vendor for telephony and collaboration.
Unified UC and contact center
The contact center offering is part of a broader communications suite, which can reduce vendor sprawl for organizations that want telephony, collaboration, and contact center from one provider. This can simplify user provisioning, number management, and support ownership. It also helps standardize calling policies and identity across business communications and the contact center.
Core routing and agent tools
The product supports foundational contact center capabilities such as queue-based routing, IVR/auto-attendant style call handling, and agent states. Supervisors can use built-in monitoring and reporting features to track activity and performance. These capabilities cover common service desk and customer support scenarios without requiring a highly customized deployment.
Cloud deployment and administration
As a hosted service, it avoids on-premises infrastructure and typically supports faster rollout than self-managed platforms. Centralized administration supports ongoing changes such as adding agents, updating call flows, and managing business hours. This model fits distributed teams and organizations that prefer operational rather than infrastructure ownership.
Less depth for enterprise needs
Organizations with complex omnichannel requirements, advanced journey orchestration, or highly specialized routing logic may find the feature depth more limited than platforms built primarily for large-scale contact centers. Some advanced capabilities (for example, sophisticated AI-driven routing or extensive digital channel tooling) may require add-ons or may not be available. This can affect suitability for large, multi-department contact center operations.
Workforce management may be limited
Compared with dedicated contact center workforce suites, scheduling, forecasting, and quality management functionality may be less comprehensive depending on the edition and configuration. Teams that need advanced forecasting models, granular adherence controls, or deep QM workflows may need third-party tools. This can increase integration and reporting complexity.
Ecosystem and integrations variability
Integration breadth and prebuilt connectors can be narrower than vendors with large contact-center-specific marketplaces. Customers may need custom integration work for certain CRMs, ticketing systems, or analytics stacks. This can lengthen implementation timelines when tight system-of-record integration is a core requirement.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Contact Center PRO | Contact Intermedia / Get Quote (no public price listed) | Core contact center features (ACD, IVR, routing by skill/geography, callbacks, call recording, chat/SMS/WhatsApp queues, supervisor monitoring—whisper/barge, reporting & analytics). Offered standalone or integrated with Intermedia Unite. Pricing page shows "Get Quote" for PRO. |
| Contact Center ELITE | Contact Intermedia / Get Quote (no public price listed) | Includes all PRO features plus advanced capabilities and expanded AI/analytics. AI features (Agent Assist, Supervisor Assist, AI Standard/Advanced) may be sold as add-ons or included depending on package; some AI capabilities have separate subscriptions or limited-time trials. Pricing page shows "Get Quote" for ELITE. |
Seller details
Intermedia.net, Inc.
Sunnyvale, CA, USA
1995
Private
https://www.intermedia.com/
https://x.com/Intermedia
https://www.linkedin.com/company/intermedia/
