Intermedia has added contact centre functionality to its Intermedia Unite for Teams Advanced solution, which it says makes it the first in the industry to embed UC and CX capabilities directly within the Microsoft Teams platform.
Expanding on Intermedia’s Unite for Teams Advanced, Intermedia says that adding advanced contact centre capabilities now turns Microsoft Teams into a unified platform for both UC and CX. This upgrade allows businesses to seamlessly manage voice, chat, SMS, and email interactions within Teams while maintaining its native collaboration features, including meetings, team chats, and group discussions.
Irina Shamkova, Chief Product Officer at Intermedia, commented:
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. With the addition of Contact Center functionality, we’re enabling businesses to elevate both employee productivity and customer engagement in a single, integrated platform.”
More Specifics On The Updated Solution’s Feature Set
Intermedia suggests that its enhanced UC and CC capabilities transform Microsoft Teams into a powerful comms hub.
With omnichannel support, businesses can manage voice, chat, SMS, and email within Teams, seeking to ensure seamless customer interactions. Enterprise-grade calling features encompass over 100 tools like call queues, hunt groups, monitoring, and voicemail transcription, while SMS-enabled numbers help reduce call volume and enhance engagement.
AI-powered tools offer sentiment analysis, real-time summaries, and performance evaluations to help agents and supervisors improve service quality. Global connectivity includes unlimited calling to 33 countries, with what Intermedia says is a 99.999 percent uptime SLA, plus failover to Intermedia’s mobile or browser app if Teams experiences downtime.
Efficient routing and real-time queue management aspire to ensure customers reach the right agents quickly, while advanced analytics provide insights to optimise team performance and satisfaction.
With these features, Intermedia aims to empower businesses to maximise Microsoft Teams for both unified communications and customer experience management.
Nimans Partners with Intermedia to Supercharge Cloud Offerings
Intermedia kicked off 2025 by announcing a strategic partnership with the distributor Nimans, distributing its communications comms in a move that will expand its cloud offerings for customers.
Nimans previously offered cloud communications solutions through NEC UNIVERGE BLUE. However, following a partnership that began in 2020, Intermedia has acquired NEC’s UCaaS/CCaaS operations in North America.
Nimans will now distribute Intermedia’s solutions directly, strengthening their relationship and enabling better support and quicker access to new technologies. This shift also gives Nimans access to Intermedia’s full suite of cloud communications, including voice, video conferencing, chat, contact centre, archiving, file sharing, backup, and Microsoft Teams integrations.