Intermedia Cloud Communications, a prominent provider of AI-powered cloud communications and collaboration solutions, has unveiled its latest innovation aimed at enhancing business communication strategies. Today, the company introduced Intermedia Archiving for its omni-channel cloud Contact Center solution, marking a significant expansion of its service capabilities.
This new offering integrates seamlessly with Intermedia’s existing Unified Communications (UC) platform, Intermedia Unite, which received acclaim following its 2023 release. The Archiving solution is powered by Intermedia’s advanced AI technology, SPARK AITM, designed to empower businesses of all sizes in delivering superior customer service across various channels such as phone, email, chat, SMS, and WhatsApp®.
Key features of Intermedia Archiving for Contact Center include automatic preservation of call recordings, chats, SMS, voicemails, email, screen recordings, transcriptions, sentiment data, and more. This archival process requires no manual intervention once activated, ensuring historical data is readily accessible for compliance, risk management, and performance evaluation purposes.
Security is paramount in Intermedia’s solution, with data encrypted both in transit and at rest. Role-based access control further safeguards sensitive information, while customizable retention periods cater to diverse business needs, offering options up to 10 years.
Irina Shamkova, Chief Product Officer at Intermedia, emphasized the strategic importance of the new offering: “Intermedia Archiving for Contact Center expands our commitment to empowering businesses with secure, reliable communication solutions. This launch not only enhances customer service capabilities but also provides valuable insights crucial for informed decision-making.”
Industry recognition has already followed, with Intermedia Contact Center recently positioned as a Leader in the 2024 Aragon Research GlobeTM for the Intelligent Contact Center for SMBs. The integration of archiving capabilities further solidifies Intermedia’s reputation for innovation and comprehensive service offerings.
The introduction of Intermedia Archiving for Contact Center reflects a pivotal step in the company’s evolution towards delivering holistic communication solutions tailored to meet evolving business demands. This development underscores Intermedia’s dedication to supporting businesses with robust, future-ready technologies that drive operational efficiency and elevate customer engagement strategies.
