Intermedia Cloud Communications – a provider of AI-powered cloud communications and collaboration solutions to businesses and the partners that serve them – launched Intermedia Archiving for its omni-channel (phone, email, chat, SMS and WhatsApp) cloud contact center.
This release offers seamless archiving for UC and the contact center, and complements the Archiving for Unite all-in-one cloud UC platform, released in 2023.
Intermedia Contact Center is powered by Intermedia’s foundational SPARK AI technology, and helps businesses of virtually any size to deliver more informed, responsive and effective customer service, support and sales, regardless of team member location. The introduction of Intermedia Archiving for Contact Center provides historical access to contact center’s omni-channel communications, automatically preserving call recordings, chats, SMS, voicemails, email, screen recordings, transcriptions and sentiment data without requiring user or administrative intervention once the service is activated.
Intermedia Archiving retrieves communications from across different channels, thanks to its contextual search engine. To help ensure security, data within the Archiving service is encrypted in transit and at rest, access management is governed by role-based access control and businesses can choose the data retention period, with options of up to 10 years.
Intermedia Archiving for Contact Center provides businesses with access to past interactions to satisfy business drivers such as legal and regulatory compliance, risk mitigation, agent quality management and customer interaction performance. Specific examples include:
- Regulation adherence – preserving communications to support compliance efforts with industry, federal, state and local regulations.
- Manage disputes and complaints – retaining, retrieving and analyzing contested interactions with customers.
- Satisfy legal obligations – producing archived interactions to comply with requirements in connection with litigation matters, investigations and other eDiscovery processes.
- Enhance agent performance – reviewing and monitoring agent interactions for quality and to provide feedback and coaching.
- Improve customer service – providing access to past interactions, enabling agents to resolve customer issues with the assistance of historical knowledge.
“At Intermedia, we are committed to empowering businesses with secure, reliable, cutting-edge solutions that significantly enhance their communication and collaboration, as well as the customer experiences they deliver,” said Irina Shamkova, CPO, Intermedia. “With the launch of Intermedia Archiving for Contact Center, our UC and CC customers now have more holistic access to a repository of critical business data that can not only spark more informed communication, but also helps identify trends and insights that lead to more thoughtful operational and strategic decisions. And just as we do for our UC solution, we will offer 30 days of rolling retention for Contact Center data at no extra charge.”
For Intermedia’s partnership models, click here.
