52 INTERVIEW How a partner-first approach drives SMB success Intermedia’s Jonathan McCormick discusses how the company works with managed service providers to deliver integrated cloud communications, contact centre, compliance, and AI capabilities intended to simplify operations and enhance customer experience Upgrading communications systems can feel like building a puzzle with missing pieces. Should a business buy separate phone systems? How do AI features become practical rather than experimental? For many small and medium-sized businesses (SMBs), the ideal solution is a single, integrated platform that can adapt as their needs evolve. When California-based managed service provider (MSP) ProTelesis set out to build its own branded cloud communications service, it faced the same challenge – finding a platform that could integrate with Microsoft Teams while still giving the provider control over the customer experience. That’s exactly where Intermedia’s partner-first approach makes a difference. Jonathan McCormick, chief operating officer and chief revenue officer at Intermedia, explains that the company’s philosophy is straightforward: empower partners so they can, in turn, empower SMBs. “Being partner-first isn’t a slogan,” he says. “It’s how we’ve operated for 20 years, delivering cloud IT and communications services to SMBs through the channel.” Intermedia keeps partners in control, enabling them to advise, sell and manage customers without worrying about being undercut. “We don’t compete against our partners for end customers,” says McCormick. “Instead, partners choose the engagement model that fits – whether they want to lead with advisory services, provide full customer ownership, or align to a service provider model.” This commitment to partners comes to life through tools such as Intermedia’s Partner Portal, which provides quoting capabilities and guidance throughout the upgrade process. Combined with support from Intermedia’s technical team, the platform helps partners select and implement the services they need. “Our partners include MSPs modernising their communications stack, value-added resellers (VARs) expanding into cloud collaboration and service providers transitioning from legacy infrastructure to a scalable cloud model,” says McCormick. “Many have deep local relationships with SMBs and want to expand their portfolio BY ALICE CHAMBERS “Partners are critical in translating AI capabilities into meaningful business outcomes”
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