78 INTERVIEW Enhancing Microsoft Teams with integrated UC and CC capabilities Intermedia’s Jonathan McCormick explains how the cloud communications provider brings unified communications and contact centre services together in a single, secure platform that integrates deeply with Microsoft Teams Businesses today need communications solutions that are both flexible and reliable to support hybrid work while maintaining strong customer relationships. Intermedia Intelligent Communications – the cloud communications provider serving more than 150,000 businesses and over 7,500 partners worldwide – delivers on this need by unifying voice, video, chat, contact centre, archiving and AI capabilities within a single, secure experience. Yet many organisations still struggle to create differentiated experiences for employees and customers on one connected platform. Unified communications (UC) and contact centre (CC) solutions are helping bridge that gap by combining advanced telephony, messaging and collaboration tools that support both internal teamwork and customer-facing operations. IDC’s Worldwide Unified Communications and Collaboration Forecast report projects the UC and CC market will reach $85 billion by 2028. Customer experience analysts at Metrigy note more than two-thirds (69 per cent) of companies value the integration of UC and CC. Benefits range from being able to pull experts into live customer interactions to consolidating analytics for a clearer, unified view of performance. Intermedia Intelligent Communications has built its reputation on delivering these outcomes, bringing UC and CC together for organisations of all sizes. “Many organisations are still juggling separate systems for communication and customer engagement, which makes it difficult to deliver a consistent, high-quality experience,” says Jonathan McCormick, chief operations officer and chief revenue officer at Intermedia Intelligent Communications. “Our Intelligent Communications platform brings voice, video, chat, contact centre, archiving and AI into a single, secure experience so businesses can unify those workflows and create smoother, more differentiated interactions for both employees and customers.” Intermedia Intelligent Communications’ platform enables employees to move naturally between calls, chats and meetings, while giving managers clearer visibility into activity and outcomes. For organisations, it reduces the overhead of coordinating multiple providers and creates a more consistent, productive environment for employees and the customers they serve. This integrated approach also helps the company’s partners deliver more personalised and dependable service. BY ALICE CHAMBERS “ Intermedia has delivered the first fully embedded UC and CC solution for Teams”
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