As customer experience becomes the ultimate benchmark of success, partners like LDI are proving that uniting UC and Contact Center platforms, with AI at their core, drives efficiency, insight, and growth.
For the UC and CX channel in 2025, customer experience has become the ultimate competitive differentiator. Businesses no longer view communications tools as infrastructure. They expect them to deliver measurable outcomes such as faster response times, seamless omnichannel experiences, and stronger ROI.
For partners, that means rethinking their own value proposition. Technology is now inseparable from experience, and the integration of unified communications and contact center capabilities has become central to both.
That shift has exposed a familiar set of pressures. Customers want flexibility without fragmentation, intelligence without complexity, and automation that empowers rather than replaces people. At the same time, hybrid work has redrawn the map of customer engagement, creating new security touchpoints and operational challenges. AI offers a route through this maze, but without the right strategy and support, it can create more confusion than clarity.
For LDI, a US-based technology solutions provider, success in this new landscape began with a decisive partnership choice. As Robert Handel, Senior Vice President of Cloud Strategy at LDI, explained, Intermedia’s approach “allows us to bring solutions to market in a way that aligns with our own mindset, deliverables, and customer service standards.”
That alignment went deeper than technology, giving LDI a framework to deliver consistent customer experiences, strengthen operational efficiency, and scale its cloud business with confidence.
Building an Authentic Channel Partnership
When LDI began expanding into cloud-based UC, it wasn’t simply looking for a vendor but a strategic partner that could match its own channel-first DNA. Intermedia fit that brief precisely.
With a proven record in delivering reliable, scalable cloud solutions, Intermedia gave LDI the confidence to offer customers a unified UC and Contact Center experience. The partnership also extended beyond technology, encompassing sales enablement, marketing collaboration, and deployment support, all built on shared accountability for outcomes.
As Handel noted, the result was “a tightly integrated solution that delivers both unified communications and contact center capabilities, exactly what we needed to address our markets.” For LDI’s customers, this translated into reliability, cohesion, and a faster path to value. For LDI, it represented a blueprint for long-term growth through partnership.
Turning AI Insights into Tangible Action
AI has quickly evolved from theory to real-world impact in the contact center. Once used mainly for post-call analytics, such as extracting keywords, sentiments, and patterns after the fact, it’s now becoming an active participant in live interactions. This shift, often described as “agentic AI,” elevates the agent’s role from reactive to proactive. Instead of relying solely on post-call coaching, agents receive real-time data and recommendations, helping them resolve issues faster and with greater confidence.
LDI has positioned AI not as a cost-cutting mechanism but as a force multiplier for service quality. By utilizing Intermedia’s AI-enabled capabilities, clients can turn data into action, optimizing workflows and making smarter business decisions.
One LDI customer in the plumbing supply sector, for example, discovered major inefficiencies after migrating from an on-premises system. AI transcription revealed that six people were informally sharing calls that should have been routed through a dedicated contact center.
With Intermedia Contact Center, LDI helped the company restructure its call handling, deploy 60 trained agents, and use AI-driven insights to identify both service bottlenecks and new sales opportunities. The result was a measurable rise in customer satisfaction, higher agent engagement, and tangible revenue growth. As Handel outlined it, “AI helps streamline workflows, improve the toolsets employees have, and ensure customers get what they need as quickly and efficiently as possible.”
The New Partner Playbook
AI is transforming how partners sell, deploy, and support customer experience solutions. Success now depends on consultative engagement like understanding a customer’s environment, defining measurable goals, and mapping technology to business objectives.
This model also heightens the importance of security. With more agents working remotely, AI tools introduce additional access points and data flows that must be managed responsibly. Partners need to collaborate closely with clients’ IT, MSP, and MSSP teams to ensure that innovation never compromises resilience.
Selling AI-enabled CX solutions also requires new expertise. Data literacy, change management, and workflow design are becoming essential skills for today’s channel leaders. As Handel observed, “Partners need a defined consultative process. Cybersecurity will be crucial, and some partners may need new skillsets or resources to support this model.”
The Future Is Integrated
For today’s channel leaders, the line between unified communications and customer experience has virtually disappeared. Customers now expect their collaboration and contact center tools to work as one; intelligent, responsive, and secure by design. AI is accelerating that convergence, turning every interaction into actionable insight.
LDI’s partnership with Intermedia shows how to lead this transformation by combining a channel-first mindset with technology that’s reliable, adaptable, and built for measurable business outcomes. The result is a sharper customer experience and a more resilient growth model for partners.
In a market defined by constant change, Intermedia and LDI prove that success belongs to those who integrate, innovate, and keep customer value at the centre of everything they do.
Intermedia’s partner-first program empowers resellers, MSPs, and service providers to deliver unified communications and contact center solutions that drive meaningful business results. Learn more about how Intermedia can help you grow your business and deliver greater value to your customers at Intermedia.com.
