Transforming the Way Businesses Work: Intermedia SPARK AI Technology is igniting more productive business communication and exceptional customer experiences

July 11, 2023

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In a world where the business landscape moves at lightning speed, staying ahead of the curve is not just a goal but a necessity. At Intermedia, we have built our reputation on being pioneers of innovation, consistently leading the charge in embracing cutting-edge technologies. A notable example being Intermedia SPARK AI Technology – this transformative artificial intelligence (AI) solution has been meticulously integrated into our intelligent communications platform, empowering businesses to unlock new levels of intelligence, productivity, and efficiency –ultimately enabling them to experience greater collaboration and deliver unparalleled customer service.

Harnessing the Power of AI

We understood early on the transformative potential of AI and established a specialized team to spearhead the integration of the technology across all relevant products and solutions. Leveraging AI technologies such as natural language processing (NLP) and generative AI, Intermedia SPARK AI Technology delivers a range of intelligent tools that elevate the efficiency, accuracy, and productivity of unified communications and contact center processes.

Let’s explore some of the tools your business can take advantage of with this technology:

AI Meeting and Call Transcription  

Collaborative meetings are a cornerstone of effective communication. AI Meeting Transcription automatically transcribes and captures meeting discussions, eliminating the need for manual note taking. This feature allows participants to focus on the conversation while ensuring that critical details and action items are accurately recorded.

Gone are the days of painstakingly reviewing call recordings. With AI Call Transcription, inbound and outbound voice conversations between frontline users and customers are transcribed and attached to call records. This invaluable resource enables customer experience managers to analyze interactions, identify trends, and provide targeted coaching to improve customer service.

AI Voicemail Transcription (Contact Center)

Traditional voicemail systems can be time-consuming to navigate. With AI Voicemail Transcription, Intermedia converts voicemail messages into accurate, text-based transcriptions. This enables users to quickly scan and search for important information, saving valuable time and enhancing productivity.

AI Sentiment Analysis

Managers need an easier way to get insights to improve service quality. AI Sentiment Analysis leverages advanced algorithms to automatically analyze and categorize customer interactions based on sentiment. This tool enables managers to search, prioritize, and review critical voice transcriptions to identify potential issues, and take proactive steps to address them.

AI Evaluator

Evaluating employee performance is essential for maintaining service quality. AI Evaluator utilizes AI-powered analytics to automatically flag and assign calls for further review based on predefined key phrases (e.g., “cancel account”, “angry”). Managers can efficiently review and evaluate employee performance to quickly improve customer satisfaction.

AI Call Summary

Documenting and extracting key insights from a vast number of calls can be time-consuming for agents and managers. AI Call Summary automatically generates concise summaries of customer calls, highlighting crucial details and key takeaways. This feature empowers managers to quickly review and analyze conversations, streamlining their operations and decision-making processes. Agents managing calls from return customers can review summaries from their last interaction to personalize the experience and shorten their call handle time.

In a world where communication is key, Intermedia SPARK AI Technology is igniting the transformation of unified communications and contact center operations. By infusing AI-driven tools into the mix, businesses can take their efficiency, customer experiences, and growth to new heights. We’re proud of our unwavering commitment to innovation, and this technology is a testament to that dedication. Learn more about Intermedia SPARK AI and the solutions it powers by visiting https://www.intermedia.com/products/spark-ai.

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.

July 11, 2023

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