It's been two months since this profile received a new review

Intermedia Contact Center Reviews & Product Details

Intermedia Contact Center industry-leading solution can help you create loyal customers and drive more revenue by improving your customer interactions. We make it easier for customers to get quick, convenient, and personalized access to the right people in your business while giving you visibility into where you’re doing great and where you can improve your customer service. Whether your team is working in the office, remotely, or a mix of both, Intermedia Contact Center lets you create amazing customer experiences from anywhere in as little as a couple of days while reducing costs, increasing productivity, and driving more revenue, no additional hardware required. Reach out today to learn more. Visit https://www.intermedia.com/products/contact-center

Seller

Intermedia

Discussions

Intermedia Contact Center Community

Languages Supported

English, French, Spanish

Overview by

Elyse Ciaravino

Value at a Glance

Averages based on real user reviews.

Time to Implement

2 months

Return on Investment

17 months

View More Pricing Information

Top-Rated Alternatives

Genesys Cloud CX

4.4/5

(1,446)

Five9 Intelligent Cloud Contact Center Platform

View All Alternatives

Intermedia Contact Center Media

Intermedia Contact Center Demo - Contact Center Integrations

Create memorable, personalized experience and quickly confirm customer information using Intermedia Contact Center's CRM integrations.

Intermedia Contact Center Demo - Contact Center Desktop Application

Give customers greater convenience to engage you the way they want, while still making it manageable for your customer-facing employees. Our intuitive desktop application lets frontline workers easily manage voice, SMS, chat, and email.

Intermedia Contact Center Demo - Contact Center

Intermedia's unified Unite and Contact Center lets employees collaborate and manage customer communications in one application. Frontline users can distinguish between customer (orange call bar) and non-contact center calls.

G2 reviews are authentic and verified.

Here's how.

susan A.

bookkeeper

Mid-Market (51-1000 emp.)

8/19/2022

"VoIP the way to go"

4.5/5

What do you like best about Intermedia Contact Center?

The VoIP phone system works well. We haven't had any issue with connections or static on any of the lines. VoIP is much better than landlines. Review collected by and hosted on G2.com.

What do you dislike about Intermedia Contact Center?

So far, and we have had this service for several months now, I don't see anything negative regarding the services. Review collected by and hosted on G2.com.

Richard G.

CEO/Founder

Small-Business (50 or fewer emp.)

5/25/2022

"Intermedia Contact Center represents a truly unified communications environment"

4.5/5

What do you like best about Intermedia Contact Center?

Major improvements on chat that allows contact center agents to communicate with each other and clients simultaneously. Review collected by and hosted on G2.com.

What do you dislike about Intermedia Contact Center?

inability to delete chats. What would be nice if it had the capability of allowing an administrator to delete an unwanted chat like spam. Review collected by and hosted on G2.com.

Recommendations to others considering Intermedia Contact Center:

Intermedia has grown leaps and bounds over the last few years and is a true "diamond in the rough" Review collected by and hosted on G2.com.

What problems is Intermedia Contact Center solving and how is that benefiting you?

Productivity of the call center operation. and overall business operations Review collected by and hosted on G2.com.

Elena S.

Management Information - Systems Specialist

Small-Business (50 or fewer emp.)

11/18/2020

"So far we are quite happy with the system."

5/5

What do you like best about Intermedia Contact Center?

This is a great product for functionality, service, price, ease of use, transparency, and consistency.

I have spoken with customer service a lot at the beginning during our migration and they have been very quick to respond, friendly and willing to help. Now we reach out to support once in a blue moon since migration. Review collected by and hosted on G2.com.

What do you dislike about Intermedia Contact Center?

I can pull different call reports for any phone extension or group in seconds, or ask Telax to create any customized report for us, but I want to have an option to create report myself, choosing different parameters. Review collected by and hosted on G2.com.

Rick P.

Marketing Manager - Unified Communications and Collaboration at SaskTel

Telecommunications

Enterprise (> 1000 emp.)

11/27/2018

Business partner of the seller or seller's competitor, not included in G2 scores.

"Extremely Dedicated Vendor"

5/5

What do you like best about Intermedia Contact Center?

Development flexibility, they are wizards and can turn around fixes or new features in an impressive time-frame. In general, they are stellar to work with. I haven't run into a time where they are hard to reach or someone hasn't been able to get me an answer. It's like every person I've worked with there acts as an owner of the company. Review collected by and hosted on G2.com.

What do you dislike about Intermedia Contact Center?

Nothing to dislike, I honestly do not have a criticism to level against Telax. Review collected by and hosted on G2.com.

Recommendations to others considering Intermedia Contact Center:

If you are at all curious about their solution, just get them in a meeting to talk about it or have a demo; they are a stand out in my vendor portfolio and in my 15 year telecom career. Review collected by and hosted on G2.com.

What problems is Intermedia Contact Center solving and how is that benefiting you?

I have found them to be very open and honest with communication and very committed to ensuring a successful project for my company. They have gone above and beyond what I expected; my project will be a success in a very large part because Telax is our vendor. When we've come up against feature gaps, they have addressed them incredibly fast. Any issues with my customers were promptly assessed by Telax and the collaboration between my company and Telax has been very good. I could not be happier with Telax. Review collected by and hosted on G2.com.

Roberto C.

Dir. Of Tech Helpline

Real Estate

Small-Business (50 or fewer emp.)

11/29/2018

"Best decision made for communication needs"

5/5

What do you like best about Intermedia Contact Center?

The downtime has basically been nonexistent during our time with this vendor for 7 years. There is something special to be said when I have dealt with the same person since I originally choose this company in 2011. Review collected by and hosted on G2.com.

What do you dislike about Intermedia Contact Center?

We have not had a request or change that has not been accommodated quickly, and completely. Review collected by and hosted on G2.com.

Recommendations to others considering Intermedia Contact Center:

Do it, You can always pay more for less, but why would you want to. The only vendor I actually look forward to having conversations with because they are always positive. Review collected by and hosted on G2.com.

What problems is Intermedia Contact Center solving and how is that benefiting you?

The mobility required by today calls centers, and the flexibility to communicate in various forms. Review collected by and hosted on G2.com.

Kelvin L.

Director of Product Operations

Computer Software

Mid-Market (51-1000 emp.)

11/30/2018

"Great solution for those looking to introduce a contact center to their company"

4/5

What do you like best about Intermedia Contact Center?

- Easy to use intuitive interface

- Granular real-time manipulation of the queues

- Quick to onboard new staff

- Great pricing model, especially for 24 hour/shift operations Review collected by and hosted on G2.com.

What do you dislike about Intermedia Contact Center?

- Could have more self service options for setting up new queues and IVRs Review collected by and hosted on G2.com.

Recommendations to others considering Intermedia Contact Center:

Good product for smaller businesses who are currently not using a contact center platform. Very easy to learn for both administrators and agents. Pricing model is very compelling for 24 hour operations with shift workers. Missing some features of more expensive contact center solutions. Review collected by and hosted on G2.com.

What problems is Intermedia Contact Center solving and how is that benefiting you?

Contact center for technical support and customer care. Properly queueing of calls and reporting. We saw a significant improvement to customer service and responsiveness. Able to identify areas of improvement in terms of coverage. Review collected by and hosted on G2.com.

Verified User in Telecommunications

Small-Business (50 or fewer emp.)

11/8/2018

Business partner of the seller or seller's competitor, not included in G2 scores.

"Years of Great Service and Partnership"

5/5

What do you like best about Intermedia Contact Center?

Telax has partnered with us, and I have worked with Telax as an individual on many projects in the cloud call centre space. Their commitments to my commitments has been un-matched, and I consider them a great partner after many years. Review collected by and hosted on G2.com.

What do you dislike about Intermedia Contact Center?

I cannot point at a dislike, I can only mention that it would be a bonus to have more transparency on some items. Review collected by and hosted on G2.com.

Recommendations to others considering Intermedia Contact Center:

Telax is super flexible and custom. Their dedication to your project goals is an asset. Review collected by and hosted on G2.com.

What problems is Intermedia Contact Center solving and how is that benefiting you?

Telax's cloud ACD service is customizable, and flexible. Our services seamlessly integrate with Telax services. Telax also provides services which accompany the cloud call centre such as API integration, SFTP reporting services, custom reporting, push and pull agent control, and countless tweaks to the product which have been suggested by both our client base and our internal team. Review collected by and hosted on G2.com.

Anna F.

Customer Care Technical Support Supervisor

Mid-Market (51-1000 emp.)

11/1/2018

Business partner of the seller or seller's competitor, not included in G2 scores.

"Great to Work WIth"

5/5

What do you like best about Intermedia Contact Center?

Constant communication with our product manager and great follow through. Those we work with readily help us work through design concerns with our call flows. They also work to help develop additional tools that we can utilize to make our contact center more efficient. Review collected by and hosted on G2.com.

What do you dislike about Intermedia Contact Center?

There are times when the support staff don't reply in a timely manner. Review collected by and hosted on G2.com.

Judy R.

President Founder

Small-Business (50 or fewer emp.)

12/4/2018

"Great Canadian Partner"

4.5/5

What do you like best about Intermedia Contact Center?

What I like best about Telax is the level of support from all the staff when needed. Review collected by and hosted on G2.com.

What do you dislike about Intermedia Contact Center?

Disconnect sometimes between the Telco and the software. Review collected by and hosted on G2.com.

Verified User in Utilities

Mid-Market (51-1000 emp.)

11/2/2018

"The Best IVR"

5/5

What do you like best about Intermedia Contact Center?

The ease of taking calls from multiple departments. The user's interface is really user-friendly.

The recordings being accessible to the staff that was on the call. Is great for "quality assurance and training purposes" This is true I can review a call that I was on to retrieve lost information like you wrote the wrong details down. Or if a call went bad you have the recording to escalate. Very helpful support staff Review collected by and hosted on G2.com.

What do you dislike about Intermedia Contact Center?

That the like section was not long enough. Review collected by and hosted on G2.com.

What problems is Intermedia Contact Center solving and how is that benefiting you?

We are a support department, and having the calls split up into the subject matter we are able to route the calls to the best person to handle and then route on experience. SO if the best to answer is not available at least you will get through and someone can take the info down Review collected by and hosted on G2.com.