THE INTERMEDIA UNITE PLATFORM

• PHONE SYSTEM
  • Cloud-based phone service with 90+ enterprise-grade calling features and excellent network call quality and uptime
  • System configuration and call reporting are managed from a single web-based portal
  • Protect your business and increase employee productivity with built-in Spam Caller Protection
• DESKTOP
  • View real-time working statuses of colleagues, place and receive calls, communicate in real-time with team chat, meet face-to-face in HD video, share and store files, and more
  • Use the desktop application to place and receive calls or as a call controller for your associated desk phone or as a soft phone from your PC or Mac
• MOBILE
  • The Unite Mobile App makes any smartphone an essential collaboration tool
  • Place and receive calls, see who is available, respond to chat conversations, join video meetings, and more from your mobile device
  • Extend your business phone number and extension to your mobile phone
  • Sync contacts from popular third-party platforms (Microsoft 365, Google, and more) to your desktop and mobile devices
• VIDEO CONFERENCING
  • Meet face-to-face in HD video and share your screen for more interactive and productive meetings with colleagues and customers
  • Access to advanced features like automatic meeting lock, virtual backgrounds, meeting transcriptions, and more
• REMOTE OFFICE
  • Intermedia's preconfigured phones can be plugged in to any location that has an internet connection
  • Remote desk phones work exactly the same way as they do in the office, with access to all the same features and functionality as everyone else in the company
• CONTACT CENTER
  • Voice, chat, and e-mail queues combine into a single omni-channel experience
  • Provide exceptional customer interactions with customizable call flows
• PHONE
  • Phones are plug and play, delivered pre-configured to work seamlessly with the Unite service
  • No special setup or technician required
  • Includes world-class manufacturers such as Poly, Cisco, and Yealink, with many models to choose from to meet any business need
• VOICEMAIL
  • Voicemail can be managed and accessed according to user needs. Listen and manage from the desktop phone, or through the mobile app
  • Transcribed voicemail messages can be delivered via email, or viewed on the mobile app
  • Voicemail can be received or forwarded as a downloadable email attachment
• PRESENCE INDICATOR
  • Intermedia desk phones and applications include presence the ability to see whether your company contact is available or busy on the phone
  • Desktop phones include a busy lamp field (BLF) in the LCD display that indicates presence
  • The Intermedia desktop and mobile apps display presence information alongside each contact in the Active Directory
• FAX
  • Intermedia WebFax is a virtual fax service that allows users to receive and manage faxes via the web or email
  • Transmits faxes directly from a Windows-based PC
• TEAM CHAT
  • Communicate with more than voice and email use direct chat and private and public channels to have conversations, share files, and more in real-time
  • Use direct chat to communicate with an individual colleague
  • Use private and public channels to discuss specific topics in groups
  • Send and receive unlimited text messages across US, Canada, and Puerto Rico
  • Access advanced collaboration features like @ mentions, search in chat, replies, rich text editor, and more
  • All messages automatically sync across mobile and desktop apps, and are securely encrypted in transit and at rest
• FILE MANAGEMENT
  • Access files from desktops, laptops, smartphones, tablets, file servers, and the web
  • Full control over files, users, devices, and sharing activities
  • Real-time backup of all files, mobile photos, and videos
  • Point-in-time file restoration for quick recovery from ransomware and other types of data loss
  • Up to 10 GB per user of SecuriSync file storage included

Benefits

Intermedia Unite Benefits:

• INCREASE PRODUCTIVITY AND COLLABORATION
  • Communicate how you want, wherever you are, with integrated voice, chat, video conferencing, screen and file sharing, and file backup
  • Work from virtually anywhere, at anytime, on most any iOS or Android enabled smart device
  • Switch seamlessly from your desktop to your mobile device, and vice versa, with integrated mobile and desktop app
• LOWER COSTS
  • Save up to 50% on your monthly phone bill when compared to traditional phone service
  • Consolidate voice and data onto one network
  • Reduce infrastructure and operating costs with no additional hardware to buy
  • Flat, per-user rates with no hidden fees and month-to-month contract options
• INCREASED RELIABILITY
  • Includes 99.999% financially-backed uptime SLA
  • Proprietary Intermedia VoIP tests help ensure a reliable connection and high voice quality
  • Redundant East/West datacenters increase reliability and reduce latency
• SIMPLIFIED SCALING & MANAGEMENT
  • Order service according to the number of users; no guessing number of lines needed
  • Ordering additional service is easy and can be done online
  • Manage service and features using user-friendly HostPilot portal
• BUSINESS CONTINUITY
  • Intermedia Unite automatically rings to all of your end points (desk phone, mobile, etc.) with every call
  • In the event that you don't answer, it routes the call to any number you choose (branch office, automated attendant, mobile number, etc.).

• INSPIRING INTERACTIONS: Total customizability in call flow ensures callers reach the right agents at the right time, while exceptional QA features deliver greater results.
  • Skillsets
    • Skills-based routing means the agent most suitable to take the inquiry is reached.
  • Callbacks
    • After a period of time, queued callers can request a callback and the next available agent will get their request. The system will wait to ensure the agent is ready before dialing meaning better-prepared agents and interactions.
  • Preferred Agent Routing
    • You can assign a certain agent to act as point on complex cases; with Preferred Agent Routing, calls and chats will be routed to an agent of your choosing.
  • Dashboards and Live Monitoring
    • Our Dashboards help you monitor the platform in real-time, including wait times, service levels, and much more. Live Monitoring lets you tune into specific interactions - and even take control as needed.
• CUSTOMER-CENTRIC CHANNELS: Intermedia Contact Center rolls up voice, chat, and e-mail queues into a single, streamlined omni-channel experience.
  • Queues & Contact Center Agent
    • With Intermedia Contact Center, you can forget the idea of a queue being only for voice calls. Powered by Intermedia's Contact Center Agent (CCA) software, voice, chat, and e-mail interactions are all seamlessly integrated.
• INCREASED INTERACTIVITY: Build IVRs that perform any number of tasks, from common to complex. Extend the capabilities even further with custom API integration!
  • IVR Control & Creativity
    • You can easily create custom IVRs and deploy advanced functions like variables, conditional logic, and much more. Intermedia Contact Center puts amazing power at your fingertips via an intuitive drag-and-drop visual interface. Plus, custom API integration delivers even greater functionality.
• IN-DEPTH INSIGHTS: Real-time insights get agents into context quickly, helping to deliver more informed responses that shorten times
  to resolution. Plus, deep historical reporting helps improve future interactions.
  • Dashboards and Wallboards
    • View the top-level metrics that matter most to your team, any time, from anywhere - and share that data across anyone on your team who needs it.
  • Custom Reports
    • You can choose from hundreds of pre-built reports on call distribution, service level adherence, unanswered calls, post-call surveys, and so much more. Our Product specialists can also develop custom reports to best meet your unique needs.
• OUTSTANDING OUTREACH: Intermedia Contact Center can be a profound force for customer outreach - empowering agents with tools such as dynamic notifications.
  • Dynamic Notifications
    • Turn your contact center into an outreach powerhouse. From simple appointment reminders to multi-channel marketing campaigns, Dynamic Notifications dramatically extends a company's reach while still respecting customer preferences.