Intermedia launches AI-powered analytics for contact facilities to assist corporations determine vital insights from buyer interactions

Intermedia Interplay Analytics™, a brand new characteristic of Intermedia Clever Contact Middle™, helps companies seize the voice of the client by automating the popularity of key phrase and phrase traits from day by day buyer interactions to floor insights that may be dramatically enhance enterprise efficiency

SUNNYVALE, Calif., June 23, 2022 /PRNewswire/ — Communications Cloud Intermedia, a number one supplier of cloud communication and collaboration options for companies and the companions that serve them, at this time introduced the discharge of Intermedia Interplay Analytics, a brand new characteristic powered by synthetic intelligence ( IA) which has been added to Intermedia Clever Contact Middle. Many companies obtain a whole lot and even 1000’s of buyer calls each day with precious buyer information embedded in these calls. Nonetheless, essential enterprise data from buyer engagements might be misplaced, and due to this fact inaccessible to enterprise leaders, as a result of sheer quantity of interactions. Intermedia Interplay Analytics and its AI engine can now carry highly effective enterprise insights to mild from patterns inside excessive volumes of buyer calls.

Intermedia logo (PRNewsfoto/Intermedia)

Intermedia emblem (PRNewsfoto/Intermedia)

Intermedia Interplay Analytics transcribes each name (together with voicemail) that passes via a number of designated name queues. It then makes use of synthetic intelligence to research the decision and assign sentiment tags based mostly on the ratio of constructive to unfavorable phrases. These with entry to name recordings can use the recording search filter to go looking by sentiment and even by key phrase or phrase. Supervisors also can robotically flag requires additional evaluation based mostly on key phrases.

The data collected by Intermedia Interplay Analytics has huge software in most enterprise features inside a company. Listed here are some examples :

  • Help – Buyer assist managers might be alerted with key phrases corresponding to “cancel” to see how

  • front-line reps handle numerous conditions and practice as wanted for greatest outcomes;

  • Product – Product groups can obtain alerts for phrases corresponding to “damaged” or “lacking” to determine alternatives for product enchancment or the event of recent merchandise or options;

  • Gross sales – Gross sales managers can analysis constructive and unfavorable conversations to determine methods and pitches which are working or might be improved; and

  • Advertising and marketing – Advertising and marketing groups can use suggestions to regulate campaigns with messaging that higher identifies buyer wants.

Intermedia Interplay Analytics is the most recent enterprise course of enchancment characteristic to be added to Intermedia Clever Contact Middle. Intermedia Clever Contact Middle makes use of a mixture of synthetic intelligence, workflow automation, digital brokers, clever name routing, integrations, reporting and worker collaboration instruments to assist companies of all sizes to scale back prices and enhance the client expertise, all with out the necessity to add extra assets. . Plus, as a result of it is within the cloud, Intermedia Clever Contact Middle empowers workers to ship superior customer support wherever they’re. “Delivering top quality of service with restricted assets is the present actuality for many companies,” stated jim lundy, CEO and Principal Analyst at Aragon Analysis. “To make this actuality manageable, buyer expertise suppliers have to ship sensible AI options that companies can use at this time, not 6 months from now. Intermedia Interplay Analytics and related instruments significantly assist companies ship a glorious customer support, though they are often understaffed.”

Intermedia Clever Contact Middle is utilized by organizations of all sizes in all kinds of industries to assist ship superior customer support – from native medical doctors’ places of work, regulation corporations, actual property corporations, monetary corporations and from authorities municipalities to nationwide retailers and healthcare suppliers. Intermedia Clever Contact Middle is out there on to clients and thru Intermedia’s companion ecosystem as an built-in part of Intermedia Unite® – the all-in-one cloud communication and collaboration platform that, as well as from the contact heart, consists of voice, video conferencing, chat, file sharing and backup, and so forth. – or as a stand-alone resolution that may be built-in into present phone methods.

Koray Parmaks, Vice President of Contact Middle as a Service (CCaaS) at Intermedia, stated, “Intermedia’s Clever Contact Middle offers companies and the companions who serve them the instruments they want at this time. at this time to ship an distinctive buyer expertise with out the fee, complexity, useful resource necessities, and prolonged implementation time of competing options.With the addition of Intermedia Interplay Analytics, enterprise leaders at the moment are in capable of extra simply and successfully sift via all calls inside their sphere of management to determine the client conversations which have the best impression on their success.And for companions, Intermedia Interplay Analytics provides much more worth to an answer designed to assist their clients ship distinctive buyer experiences.

To study extra about the advantages Intermedia Interplay Analytics can have in your buyer expertise operate, go to for extra data.

About Intermedia Cloud Communications, Inc.

Intermedia is the cloud communications firm that helps greater than 130,000 companies join higher – via voice, video conferencing, chat, contact heart, enterprise messaging and productiveness, file sharing and backup, safety, archiving, and so forth. – from wherever, anytime. We try to remove the necessity for a number of communication service suppliers with a seamlessly built-in portfolio of communication and collaboration options, all delivered via a extremely dependable and safe platform. With month-to-month contract choices, month-to-month billing, an intuitive administrative checkpoint, and 6 years of JD Energy-certified 24/7 technical assist, Intermedia is dedicated to delivering professional-grade merchandise to companies in all sizes via a easy, hassle-free™ expertise.

As a partner-first firm, Intermedia works for greater than 7,200 channel companions offering a complete set of packages, assets and assist to assist them improve their income and maximize their success. Applications embody our Buyer Property Reseller (CORE™) mannequin – which permits companions to resell, package deal and handle Intermedia’s options as in the event that they had been their very own, whereas benefiting from extremely enticing financial phrases and retaining possession of their consumer relationships – in addition to a fashions agent.

Intermedia can be proud to be the unique cloud communications platform supplier for NEC, a world chief in unified communications market share with over 80 million enterprise cellphone customers worldwide.

For extra data on Intermedia, go to


Rob Gold

Tammy Olson
Hotwire for Intermedia

Intermedia, Intermedia Interplay Analytics, Intermedia Clever Contact Middle, Intermedia Unite, Fear-Free Expertise and CORE are logos or registered logos of Intermedia.internet, Inc. United States and/or different international locations. All different logos, service marks, commerce names and copyrights used herein are the property of their respective house owners.

JD Energy 2021 licensed assisted technical program, developed in collaboration with TSIA. Primarily based on passing an audit and excSet up a buyer satisfaction baseline for assisted assist operations. For extra data, go to The place



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