[ Interme... Reviews ](https://www.g2.com/products/intermedia-contact-center/reviews) [ Interme... Reviews ](https://www.g2.com/products/intermedia-contact-center/reviews) # Intermedia Contact Center Features ##### ## Channels (4) Voice Provides voice call functionality. Social Provides an interface for one or more social media channels. Web Chat Includes or integrates with live chat initiaited from the company's web site. Email Allows CSRs to receive and answer customer emails. Show More ##### ## Functions (7) Session Routing Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. Session Queuing Callers can be routed to a queue or placed on hold until an agent becomes available. Concurrent Calling Place a large or unlimited volume of calls simultaneously without diminishing the call quality. Auto Dialer Has auto dialing or predictive dialing functions for outbound use. IVR Includes an interactive phone menu. Inbound Screen Pop Populates CSR's screen with available customer data. Persistent Data Maintains and shares information across channels and agents as the case progresses. Show More ##### ## Administrative (5) Session Summary Notes Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. Administrator Access Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Session Recording Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. Agent Scheduling and Assignment Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. Show More ##### ## Workforce Management (4) Agent Availability Offers complete visibility into agent availability to efficiently create and manage schedules. Skills Management Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. Shift Scheduling Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. Agent Self-Service Allows agents to set their own preferences, request time off, and trade shifts. Show More ##### ## Administration (5) Automation Automates some or all operation related tasks Performance Analysis Monitors call volume and quality to evaluate agent performance. Dashboards Has a centralized dashboard for users to interact with. Forecasting Forecasts scheduling needs based on historical data. Intraday Management Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. Show More ##### ## Generative AI (1) AI Text-to-Speech Simulates human-like speech from text inputs. Show More ##### ## Agentic AI - Contact Center (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ## Top-Rated Alternatives [ ![Genesys Cloud CX](https://images.g2crowd.com/uploads/product/hd_favicon/cca7778a7f52f5a71782576104666b99/genesys-cloud-cx.svg "Genesys Cloud CX") Genesys Cloud CX 4.4/5(1,555) ](https://www.g2.com/products/genesys-cloud-cx/reviews) [ ![Five9 Intelligent Cloud Contact Center Platform](https://images.g2crowd.com/uploads/product/hd_favicon/e0ad7f44157bc23e8fc8399905b408a0/five9-intelligent-cloud-contact-center-platform.svg "Five9 Intelligent Cloud Contact Center Platform") Five9 Intelligent Cloud Contact Center Platform 4.1/5(618) ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) [ ![Talkdesk](https://images.g2crowd.com/uploads/product/hd_favicon/e5d8a3a3c9ff90541ffb5e4cf13b063f/talkdesk.svg "Talkdesk") Talkdesk 4.4/5(2,526) ](https://www.g2.com/products/talkdesk/reviews) [ View All Alternatives ](https://www.g2.com/products/intermedia-contact-center/competitors/alternatives) Intermedia Contact Center Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e3a8d60332cca437222ea3ba4d00292c/genesys-cloud-cx.png "Product Avatar Image") Genesys Cloud CX 4.4/5(1,555) [ Compare Now ](https://www.g2.com/compare/genesys-cloud-cx-vs-intermedia-contact-center) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e2894f5a2f0d4a7de385125b178b4e11/five9-intelligent-cloud-contact-center-platform.png "Product Avatar Image") Five9 Intelligent Cloud... 4.1/5(618) [ Compare Now ](https://www.g2.com/compare/five9-intelligent-cloud-contact-center-platform-vs-intermedia-contact-center) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_0faf911e236db1931dc1cca4e4fb3f96/talkdesk.png "Product Avatar Image") Talkdesk 4.4/5(2,526) [ Compare Now ](https://www.g2.com/compare/intermedia-contact-center-vs-talkdesk) ##### Categories on G2 [ Contact Center ](https://www.g2.com/categories/contact-center)[ Contact Center Workforce ](https://www.g2.com/categories/contact-center-workforce) ##### Explore More [ What is the top-rated log monitoring platform for enterprise use? ](https://www.g2.com/discussions/what-is-the-top-rated-log-monitoring-platform-for-enterprise-use)[ Best online community management software for tech startups ](https://www.g2.com/discussions/what-s-the-best-online-community-management-software)[ Best tools for employee turnover prediction ](https://www.g2.com/discussions/what-are-the-best-tools-for-employee-turnover-prediction) [ Accounting Firms in Chicago ](https://www.g2.com/categories/accounting-firms/locations/chicago-il-us)[ Which financial audit tool integrates with accounting systems for direct data access and audit sampling capabilities? ](https://www.g2.com/discussions/which-financial-audit-tool-integrates-with-accounting-systems-for-direct-data-access-and-audit-sampling-capabilities%20)[ Top platforms for hiring software developers ](https://www.g2.com/discussions/top-platforms-for-hiring-software-developers) Show More [ What is the top-rated log monitoring platform for enterprise use? ](https://www.g2.com/discussions/what-is-the-top-rated-log-monitoring-platform-for-enterprise-use)[ Best online community management software for tech startups ](https://www.g2.com/discussions/what-s-the-best-online-community-management-software)[ Best tools for employee turnover prediction ](https://www.g2.com/discussions/what-are-the-best-tools-for-employee-turnover-prediction) [ Accounting Firms in Chicago ](https://www.g2.com/categories/accounting-firms/locations/chicago-il-us)[ Which financial audit tool integrates with accounting systems for direct data access and audit sampling capabilities? ](https://www.g2.com/discussions/which-financial-audit-tool-integrates-with-accounting-systems-for-direct-data-access-and-audit-sampling-capabilities%20)[ Top platforms for hiring software developers ](https://www.g2.com/discussions/top-platforms-for-hiring-software-developers)