Freedom251 › Omnichannel Contact Center Software
Intermedia Contact Center
What Intermedia Contact Center is
Intermedia Contact Center is a cloud service for handling customer communications across voice and digital channels. It routes incoming calls, chats, emails, and text messages to employees. Contact Center Pro focuses on voice operations with automatic call distribution, customizable IVR, skill-, geography-, number-, or agent-based routing, callbacks, monitoring, and reporting. Contact Center Elite adds SMS, web chat, WhatsApp, and email queues, plus scheduling, power dialing, and AI interaction insights. Both plans provide real-time monitoring, queue and agent dashboards, wallboards, historical reports, and integrations with Microsoft Teams, Salesforce, and Zendesk. AI tools include transcripts, summaries, sentiment analysis, knowledge assistance, and agent assistance; some evaluator features cost extra. The service can run independently, connect with Unite, or use an existing UCaaS or on-premises phone system. Concurrent licensing charges for the maximum simultaneous logged-in agents. Pricing is on request, with no free plan.
Who it suits
Intermedia describes Contact Center for SMB and mid-market teams that need voice or omnichannel customer communications. It can start with as few agents as needed and supports web and Windows access.
What it does well
- Omnichannel queues include SMS, chat, WhatsApp, and email
- Customizable IVR and skill-based routing
- Real-time dashboards and historical reports
- Microsoft Teams, Salesforce, and Zendesk integrations
- 24/7/365 technical support advertised
What to know first
- Pricing requires a request
- No free plan
- Some evaluator AI features are add-ons
- Concurrent licensing counts simultaneous logged-in agents
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Contact Center Elite | Pro features plus SMS, web chat, WhatsApp, and email · workforce management · AI features · concurrent licensing | On request |
| Contact Center Pro | Voice-focused features · standalone or integrated with Unite · desktop and web applications · concurrent licensing | On request |
As intermedia.com lists them, read 11 Oct 2026. The maker's own page has the final word.
Verdict
Intermedia Contact Center combines voice routing with digital queues, monitoring, reporting, and AI assistance. Elite supplies the broadest channel coverage, while Pro centers on voice capabilities; buyers should request pricing and review concurrent licensing needs.
Facts from Intermedia Contact Center's own pages
- Additional integrations
- The integration marketplace lists Contact Center integrations including Activix, Acumatica, Adyen, ConnectWise, and Microsoft Teams. · intermedia.com, 11 Oct 2026
- AI
- The product offers AI transcripts, summaries, sentiment analysis, knowledge assistance, and agent assistance; some evaluator features are sold as an add-on. · intermedia.com, 11 Oct 2026
- Analytics
- Both plans include real-time monitoring, queue and agent dashboards, wallboards, and historical reports. · intermedia.com, 11 Oct 2026
- Audience
- Intermedia says Contact Center is designed for SMBs and mid-market teams and can start with as few agents as needed. · intermedia.com, 11 Oct 2026
- Channels
- Elite includes SMS, web chat, WhatsApp, and email queues alongside voice capabilities. · intermedia.com, 11 Oct 2026
- Company
- Intermedia says it was founded in 1993 and is headquartered in Sunnyvale, California. · intermedia.com, 11 Oct 2026
- Deployment
- Contact Center can run standalone, integrate with Unite, or work over an existing UCaaS or on-premises phone system. · intermedia.com, 11 Oct 2026
- Digital channel scope
- omnichannel · intermedia.com, 23 Sept 2026
- Free plan
- No · intermedia.com, 23 Sept 2026
- Inbound calling
- Yes · intermedia.com, 23 Sept 2026
- Integrations
- The pricing page lists Microsoft Teams, Salesforce, and Zendesk integrations for both plans. · intermedia.com, 11 Oct 2026
- IVR builder
- Yes · intermedia.com, 23 Sept 2026
- Licensing
- The product uses concurrent licensing, charging for the maximum number of agents logged in at the same time. · intermedia.com, 11 Oct 2026
- Outbound dialer
- Yes · intermedia.com, 23 Sept 2026
- Purpose
- The cloud contact center routes incoming calls, chats, emails, and text messages to employees. · intermedia.com, 11 Oct 2026
- Routing
- The plans include automatic call distribution, customizable IVR, and routing by skill, geography, dialed number, or preferred agent. · intermedia.com, 11 Oct 2026
- Security
- Intermedia describes Triple Shield Security as including multi-factor authentication, blocking and geofencing, encrypted communications, and monitored datacenters. · intermedia.com, 11 Oct 2026
- Support
- Intermedia advertises technical support 24 hours a day, 365 days a year, and its support center offers knowledge resources, AI, live chat, and support tickets. · intermedia.com, 11 Oct 2026
- Workforce management
- Yes · intermedia.com, 23 Sept 2026
Where Intermedia Contact Center stands on Freedom251
- Omnichannel Contact Center Software#24 of 36
- Call Center Software#89 of 122