Intermedia has upgraded its Intelligent Contact Center offering with AI agent superpowers to elevate agent productivity and bolster the customer experience.
AI Agent Assist is a new capability designed to enhance agent performance at every stage of the customer journey. It delivers real-time insights, sentiment analysis, and task automation to help agents respond faster, elevate service quality, and minimise manual effort. The result is a more efficient contact centre and more personalised, responsive customer interactions.
“Customers expect fast, informed, and seamless interactions. While AI will ultimately transform customer engagement with more independent AI agents, businesses need solutions today that enhance—not replace—human expertise,” said Irina Shamkova, Chief Product Officer at Intermedia.
AI Agent Assist helps businesses bridge that gap by delivering real-time insights that allow agents to work smarter, resolve issues faster, and focus on meaningful customer interactions. With this latest addition to the Intermedia Intelligent Contact Center, we’re enabling businesses to embrace AI at their own pace while improving service quality from day one.”
AI Agent Assist is pitched as enhancing the customer engagement lifecycle with real-time insights at every stage. Before the interaction, agents receive an AI-generated summary of the customer’s history, enabling personalised engagement from the start.
During the interaction, live transcription, sentiment analysis, and AI-powered knowledge retrieval provide agents instant access to relevant information, ensuring quick and accurate responses. After the interaction, AI Agent Assist generates an editable post-call summary (“AI Recap”) that outlines key takeaways and next steps, reducing wrap-up time and ensuring accurate documentation.
With Intermedia’s AI Builder, the vendor says businesses can quickly configure the assistant using company-specific content, making it easy to deploy and enhance contact centre operations.
An Expansion of Intermedia’s Spark AI
AI Agent Assist is outlined as the newest feature in Intermedia’s SPARK AI suite, offering robust tools to help supervisors monitor performance, streamline coaching, and ensure quality across interactions.
AI Call & Voicemail Transcription provides full conversation transcripts, speeding up quality assurance, surfacing compliance issues, and aiding coaching. AI Interaction Summary delivers quick call context, saving time by removing the need to listen to full recordings. AI Sentiment Analysis filters conversations by emotional tone, helping supervisors spot strong performance or intervene when customer sentiment signals issues.
AI Agent Evaluator uses AI to highlight coaching opportunities and ensure consistent, objective performance evaluations. AI Transcription Redaction automatically removes sensitive data from transcripts, supporting privacy and compliance.
These tools aim to work together to improve agent performance and operational efficiency.
What Else Has Intermedia Been Up to Recently?
Last month, Intermedia released Intelligent Archiving for its Microsoft Teams solution, intending to transform security, compliance, and data management.
Intermedia says this latest enhancement enables businesses to capture, store, and manage Microsoft Teams chats and meeting interactions alongside Unite voice, SMS, and Contact Center communications—including email, webchat, and other digital channels. Integration with Microsoft 365 email is also on the roadmap.
The goal is to provide a centralised, role-based, compliance-focused archive—all accessible through a single pane of glass—for simplified oversight, governance, and continuity across every communication touchpoint.
Meanwhile, in January, Intermedia 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.
With this enhancement, businesses can handle voice, chat, SMS, and email interactions directly within Teams while still benefiting from its core collaboration tools, such as meetings, team messaging, and group chats. The result is a streamlined, all-in-one environment for internal and customer-facing communications.
