79 “Through automation, training, onboarding and migration support, customisable marketing resources, a single intuitive management portal and more, we make it easier for partners to deliver a consistent, high-quality service that helps drive long-term customer retention,” says McCormick. “When everything operates within one platform, organisations spend less time coordinating tools and more time focusing on the work that improves customer experience and team performance.” IDC’s research also highlights AI as a major driver of UC and CC adoption. AI-enabled collaboration and telephony tools are improving productivity and enhancing both employee and customer outcomes. “Across our platform, capabilities like Agent Assist, Supervisor Assist, Intent Routing and real-time summarisation surface insights, guide interactions and capture details automatically so employees can focus on the conversation rather than the mechanics behind it,” says McCormick. “Partners and customers can benefit from them without adopting new workflows or tools.” A key element of providing this experience is Intermedia’s integration with Microsoft Teams. While the platform operates as a fully standalone communications solution, it also extends seamlessly into Teams for organisations that want to consolidate communications inside their existing collaboration environment. As a Microsoft Certified Solutions Partner for more than 15 years, the company has focused on deep, native interoperability, embedding its UC and CC capabilities directly within Teams rather than offering a parallel application or overlay. This allows users to make and receive calls, host video meetings and access historical communications data inside the workspace they already rely on. Intermedia Intelligent Communications’ approach also removes some of the licensing complexity organisations often face when enabling calling capabilities in Teams. Because its voice services are embedded directly within the Teams interface, users can make and receive calls without requiring an additional Teams Phone license, while still benefiting from enterprise-grade reliability and management. “Teams is a powerful collaboration hub, and we expand what it can do by integrating enterprise-grade calling – including more than 100 professional phone features – along with SMS, contact centre and archiving directly into the Teams interface,” says McCormick. “Intermedia has delivered the first fully embedded UC and CC solution for Teams, Photo: iStock/vgajic IN FOCUS: TEAMS
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