Happy New Year! I hope your holidays were restful and filled with cheer. It’s already 2023, and we’re ready to kick off another new year. At Intermedia, we do so with gratitude for our partner and customer community and optimism for a promising year ahead.
I’ll begin with gratitude. Intermedia supports an amazing channel and customer community whose partnership and business we greatly appreciate, including the valuable input they provide which helps us to continually improve and innovate. Throughout 2022, we were honored to be recognized as a leader in the Unified Communications and Contact Center space by so many industry experts for our efforts and innovation. CRN named Intermedia Unite® the Enterprise Collaboration Solution of the Year. PC Magazine named Unite the “Best Overall Business VOIP” and Intermedia AnyMeeting videoconferencing the “Best for General SMB Conferencing Needs” – both garnering the coveted PCMag Editors’ Choice award and highest ratings in each of their respective categories. Top industry analyst firms, including Aragon and Frost & Sullivan, positioned Intermedia in the leader quadrants of their most recent annual industry overviews. And there were many more accolades. It was gratifying to receive so much recognition resulting from the culmination of the entire company’s hard work to continually innovate new features and functionality in anticipation of customer needs.
2023 is a new year and we aren’t resting on our laurels in supporting our business community. We look forward to delivering even more value and innovation as we lead the industry forward with the products and support we deliver and the partner programs we provide. No matter what the economy brings us this year, one thing is certain: businesses still need to communicate and collaborate. Employees must collaborate with each other whether in the office, at home, or anywhere else and businesses will seek ways to increase employee productivity in 2023 without getting locked into onerous long-term contracts. Businesses will also prioritize effective communications with customers with the goal of keeping customers loyal and delivering the very best service and experience to do so.
Intermedia Unite was purpose-built to meet the communications and collaboration needs for companies of all sizes. With VoIP/voice, video, chat, email, secure file sharing, archiving, and contact center, this integrated solution is delivered through one highly reliable, secure, scalable platform. 2022 was a year where we continued to add significant features and functionality to Unite, with much more planned for 2023. Some of these highlights from 2022 include:
AI-Driven Innovations in Contact Center
Intermedia Contact Center has now been elevated with Interaction Analytics™, a new feature that helps businesses capture the voice of the customer by automating trend recognition of key words and phrases from daily customer interactions to surface insights that can materially improve business performance.
With large volumes of calls received by businesses daily, important business insights from customer engagements may be lost. With this latest feature, Intermedia’s AI engine can transcribe and analyze every call. Users can assign sentiment tags based on the ratio of positive to negative words and supervisors can also automatically flag calls for further evaluation based on key phrases. This means that organizations can learn and adjust their practices based on actual interaction to improve the overall customer experience.
Frost & Sullivan awarded Intermedia Contact Center the New Product Innovation Award for North America for AI Contact Center Analytics.
Security Features that Keep Your Data and Conversations Safe
With the adoption of hybrid work models and omnichannel communications, businesses need to ensure their communications are protected from an increasingly sophisticated array of cyber threats. But not all cloud service providers offer equal security. Intermedia places the highest priority on security and has invested heavily in our 24/7 certified information security staff and security technologies to stay ahead of increasingly sophisticated cybercriminals. Our Triple Shield Security protects customer data through layers of security technology that encompass three main points of potential vulnerability – protecting user access, securing applications, and defending data and the cloud infrastructure.
In addition, Intermedia was recently certified for ISO 27001, a widely recognized, international standard that validates that Intermedia’s security program meets a very stringent set of requirements. Gaining this certification for information security and privacy best practices is another example of Intermedia’s commitment to ensuring we are doing whatever we can to protect customer and partner data and sensitive information.
Unite Rooms: Designed for the Ever-Changing Hybrid-Work Environment
The COVID pandemic accelerated the adoption of hybrid-work by orders of magnitude. As a platform that facilitates working from any location, more companies relied on Unite to keep distributed workforces and customer bases connected regardless of location. With the hybrid workforce here to stay, Intermedia introduced Unite Rooms, which takes collaboration from anywhere to the next level. Unite Rooms helps to bridge the gap between in-office and remote meeting attendees by extending the powerful collaboration capabilities of Unite to any conference room. Unite Rooms is built to deliver the simplicity of Unite meetings through a consistent and familiar user experience from desktop to conference room.
Unite Rooms works with existing audio and video equipment and only requires a small PC and controller tablet, all of which are available off-the-shelf. Unite Rooms brings all the benefits of Unite’s video conferencing capabilities into any conference room and works with existing audio and video equipment to easily connect remote and in-office meeting participants.
Even Better in 2023
As we bid goodbye to 2022, we look forward to a new year full of innovations and enhancements to serve our partners and customers through the very best cloud communications platform and support available.
On behalf of our team here at Intermedia, Happy New Year! We look forward to working with you to make 2023 a successful year to remember!
Scott Anderson
Scott Anderson is Intermedia's Chief Marketing Officer, and is responsible for Intermedia global marketing, including product, brand, direct, channel, demand, and digital marketing, as well as internal/external communications.
January 3, 2023
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