Intermedia Contact Center Features

Provides voice call functionality.

Provides an interface for one or more social media channels.

Includes or integrates with live chat initiaited from the company's web site.

Allows CSRs to receive and answer customer emails.

Based on 13 Intermedia Contact Center reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

Based on 13 Intermedia Contact Center reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available.

Based on 12 Intermedia Contact Center reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Has auto dialing or predictive dialing functions for outbound use.

Includes an interactive phone menu.

Populates CSR's screen with available customer data.

Maintains and shares information across channels and agents as the case progresses.

Based on 12 Intermedia Contact Center reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

Based on 13 Intermedia Contact Center reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

Based on 13 Intermedia Contact Center reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.

Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Offers complete visibility into agent availability to efficiently create and manage schedules.

Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.

Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.

Allows agents to set their own preferences, request time off, and trade shifts.

Automates some or all operation related tasks

Monitors call volume and quality to evaluate agent performance.

Has a centralized dashboard for users to interact with.

Forecasts scheduling needs based on historical data.

Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.