--- title: Intermedia Contact Center Reviews meta_title: 'Intermedia Contact Center Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 25 reviews by the users' company size, role or industry to find out how Intermedia Contact Center works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 25 scale: '5' date_modified: '2026-07-07' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Intermedia Contact Center Reviews **Vendor:** Intermedia **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.3/5.0 **Total Reviews:** 25 ## About Intermedia Contact Center Intermedia Contact Center industry-leading solution can help you create loyal customers and drive more revenue by improving your customer interactions. We make it easier for customers to get quick, convenient, and personalized access to the right people in your business while giving you visibility into where you’re doing great and where you can improve your customer service. Whether your team is working in the office, remotely, or a mix of both, Intermedia Contact Center lets you create amazing customer experiences from anywhere in as little as a couple of days while reducing costs, increasing productivity, and driving more revenue, no additional hardware required. Reach out today to learn more. Visit https://www.intermedia.com/products/contact-center ## Intermedia Contact Center Reviews ### 1. VoIP the way to go **Rating:** 4.5/5.0 stars **Reviewed by:** susan A. | bookkeeper, Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2022 **What do you like best about Intermedia Contact Center?** The VoIP phone system works well. We haven't had any issue with connections or static on any of the lines. VoIP is much better than landlines. **What do you dislike about Intermedia Contact Center?** So far, and we have had this service for several months now, I don't see anything negative regarding the services. **What problems is Intermedia Contact Center solving and how is that benefiting you?** Our prior VoIP provider used to be #1, but they went downhill, and their services started failing all the time. Intermedia came in and got us hooked up really fast, and solved the issues and our disconnect problems with the other provider ### 2. Intermedia Contact Center represents a truly unified communications environment **Rating:** 4.5/5.0 stars **Reviewed by:** Richard G. | CEO/Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** May 25, 2022 **What do you like best about Intermedia Contact Center?** Major improvements on chat that allows contact center agents to communicate with each other and clients simultaneously. **What do you dislike about Intermedia Contact Center?** inability to delete chats. What would be nice if it had the capability of allowing an administrator to delete an unwanted chat like spam. **Recommendations to others considering Intermedia Contact Center:** Intermedia has grown leaps and bounds over the last few years and is a true "diamond in the rough" **What problems is Intermedia Contact Center solving and how is that benefiting you?** Productivity of the call center operation. and overall business operations ### 3. So far we are quite happy with the system. **Rating:** 5.0/5.0 stars **Reviewed by:** Elena S. | Management Information - Systems Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2020 **What do you like best about Intermedia Contact Center?** This is a great product for functionality, service, price, ease of use, transparency, and consistency. I have spoken with customer service a lot at the beginning during our migration and they have been very quick to respond, friendly and willing to help. Now we reach out to support once in a blue moon since migration. **What do you dislike about Intermedia Contact Center?** I can pull different call reports for any phone extension or group in seconds, or ask Telax to create any customized report for us, but I want to have an option to create report myself, choosing different parameters. **What problems is Intermedia Contact Center solving and how is that benefiting you?** CCA has many features useful and really easy to use. It is internet-based and has the ability to forward the phones to a cell phone especially now when we are working from homes. ### 4. Extremely Dedicated Vendor **Rating:** 5.0/5.0 stars **Reviewed by:** Rick P. | Marketing Manager - Unified Communications and Collaboration at SaskTel, Telecommunications, Enterprise (> 1000 emp.) **Reviewed Date:** November 27, 2018 **What do you like best about Intermedia Contact Center?** Development flexibility, they are wizards and can turn around fixes or new features in an impressive time-frame. In general, they are stellar to work with. I haven't run into a time where they are hard to reach or someone hasn't been able to get me an answer. It's like every person I've worked with there acts as an owner of the company. **What do you dislike about Intermedia Contact Center?** Nothing to dislike, I honestly do not have a criticism to level against Telax. **Recommendations to others considering Intermedia Contact Center:** If you are at all curious about their solution, just get them in a meeting to talk about it or have a demo; they are a stand out in my vendor portfolio and in my 15 year telecom career. **What problems is Intermedia Contact Center solving and how is that benefiting you?** I have found them to be very open and honest with communication and very committed to ensuring a successful project for my company. They have gone above and beyond what I expected; my project will be a success in a very large part because Telax is our vendor. When we've come up against feature gaps, they have addressed them incredibly fast. Any issues with my customers were promptly assessed by Telax and the collaboration between my company and Telax has been very good. I could not be happier with Telax. ### 5. Best decision made for communication needs **Rating:** 5.0/5.0 stars **Reviewed by:** Roberto C. | Dir. Of Tech Helpline, Real Estate, Small-Business (50 or fewer emp.) **Reviewed Date:** November 29, 2018 **What do you like best about Intermedia Contact Center?** The downtime has basically been nonexistent during our time with this vendor for 7 years. There is something special to be said when I have dealt with the same person since I originally choose this company in 2011. **What do you dislike about Intermedia Contact Center?** We have not had a request or change that has not been accommodated quickly, and completely. **Recommendations to others considering Intermedia Contact Center:** Do it, You can always pay more for less, but why would you want to. The only vendor I actually look forward to having conversations with because they are always positive. **What problems is Intermedia Contact Center solving and how is that benefiting you?** The mobility required by today calls centers, and the flexibility to communicate in various forms. ### 6. Great solution for those looking to introduce a contact center to their company **Rating:** 4.0/5.0 stars **Reviewed by:** Kelvin L. | Director of Product Operations, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2018 **What do you like best about Intermedia Contact Center?** - Easy to use intuitive interface - Granular real-time manipulation of the queues - Quick to onboard new staff - Great pricing model, especially for 24 hour/shift operations **What do you dislike about Intermedia Contact Center?** - Could have more self service options for setting up new queues and IVRs **Recommendations to others considering Intermedia Contact Center:** Good product for smaller businesses who are currently not using a contact center platform. Very easy to learn for both administrators and agents. Pricing model is very compelling for 24 hour operations with shift workers. Missing some features of more expensive contact center solutions. **What problems is Intermedia Contact Center solving and how is that benefiting you?** Contact center for technical support and customer care. Properly queueing of calls and reporting. We saw a significant improvement to customer service and responsiveness. Able to identify areas of improvement in terms of coverage. ### 7. Years of Great Service and Partnership **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2018 **What do you like best about Intermedia Contact Center?** Telax has partnered with us, and I have worked with Telax as an individual on many projects in the cloud call centre space. Their commitments to my commitments has been un-matched, and I consider them a great partner after many years. **What do you dislike about Intermedia Contact Center?** I cannot point at a dislike, I can only mention that it would be a bonus to have more transparency on some items. **Recommendations to others considering Intermedia Contact Center:** Telax is super flexible and custom. Their dedication to your project goals is an asset. **What problems is Intermedia Contact Center solving and how is that benefiting you?** Telax's cloud ACD service is customizable, and flexible. Our services seamlessly integrate with Telax services. Telax also provides services which accompany the cloud call centre such as API integration, SFTP reporting services, custom reporting, push and pull agent control, and countless tweaks to the product which have been suggested by both our client base and our internal team. ### 8. Great to Work WIth **Rating:** 5.0/5.0 stars **Reviewed by:** Anna F. | Customer Care Technical Support Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2018 **What do you like best about Intermedia Contact Center?** Constant communication with our product manager and great follow through. Those we work with readily help us work through design concerns with our call flows. They also work to help develop additional tools that we can utilize to make our contact center more efficient. **What do you dislike about Intermedia Contact Center?** There are times when the support staff don't reply in a timely manner. **What problems is Intermedia Contact Center solving and how is that benefiting you?** We have been able to track call metrics more accurately, as well as streamline our call flows. We are seeing more productivity from our staff. ### 9. Great Canadian Partner **Rating:** 4.5/5.0 stars **Reviewed by:** Judy R. | President Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** December 04, 2018 **What do you like best about Intermedia Contact Center?** What I like best about Telax is the level of support from all the staff when needed. **What do you dislike about Intermedia Contact Center?** Disconnect sometimes between the Telco and the software. **What problems is Intermedia Contact Center solving and how is that benefiting you?** Telax is the reason we are able to be a "virtual" company and the reason we have a low turn over in staffing. ### 10. The Best IVR **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2018 **What do you like best about Intermedia Contact Center?** The ease of taking calls from multiple departments. The user's interface is really user-friendly. The recordings being accessible to the staff that was on the call. Is great for "quality assurance and training purposes" This is true I can review a call that I was on to retrieve lost information like you wrote the wrong details down. Or if a call went bad you have the recording to escalate. Very helpful support staff **What do you dislike about Intermedia Contact Center?** That the like section was not long enough. **What problems is Intermedia Contact Center solving and how is that benefiting you?** We are a support department, and having the calls split up into the subject matter we are able to route the calls to the best person to handle and then route on experience. SO if the best to answer is not available at least you will get through and someone can take the info down ### 11. Account Executive at Aizan, selling Telax solutions to my clients. **Rating:** 5.0/5.0 stars **Reviewed by:** Steve V. | Account Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** November 27, 2018 **What do you like best about Intermedia Contact Center?** Telax solutions are modular and easy to adopt so clients can begin with their basic needs and grow to add more functionality quickly as their experience grows. Also, working with Telax is easy because they are responsive to my clients' needs. **What do you dislike about Intermedia Contact Center?** I would like new features to be implemented more quickly. **What problems is Intermedia Contact Center solving and how is that benefiting you?** Aizan is able to offer new features to our clients that are cost-effective and integrate into their existing solution. ### 12. telax is awesome **Rating:** 4.5/5.0 stars **Reviewed by:** Gregg B. | Inside Sales Supervisor , Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2018 **What do you like best about Intermedia Contact Center?** Custom reports. Very few issues overall. I like the fact that I can email and get a response quickly. **What do you dislike about Intermedia Contact Center?** Can intergrate with our billing system. Which may not be an issue with Telax. **What problems is Intermedia Contact Center solving and how is that benefiting you?** We can now configure close rate for our sales channels more accurately. ### 13. TELAX - Best choice for cloud based contact center **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2018 **What do you like best about Intermedia Contact Center?** Every user friendly software for our agents to use. The system is easy to set up and manage both on the administrator and users side. Really like the design of the web portal and call center client software **What do you dislike about Intermedia Contact Center?** Accessing the portal from many different domains at once can be tricky as you have to remember to open many browsers. Not having the ability to manage different access levels could be better as we have to set up different domains to block users from having access to other sites and still have administrative level access. **What problems is Intermedia Contact Center solving and how is that benefiting you?** It provides a front answer point to our clients staff and funders for homecare services, lines that are answered 24/7 ### 14. Experiences with Telax **Rating:** 3.5/5.0 stars **Reviewed by:** Lamar (Marty) B. | I&R / Business Services Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2018 **What do you like best about Intermedia Contact Center?** I like the way you can set up the call flows, our company has multiply IVR"s and It can route each on of them completely different and then even more when different key entrees. **What do you dislike about Intermedia Contact Center?** When we set it up we had 19 users and at $100.00 a set it was pretty pricey **What problems is Intermedia Contact Center solving and how is that benefiting you?** We use an overflow company and we can chose what queues route to them and what queues route within our company to different departments ### 15. Timely feedback most of the time **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 30, 2018 **What do you like best about Intermedia Contact Center?** I like the reporting portion of Telax the best. holding our CSS's accountable by using the data provided **What do you dislike about Intermedia Contact Center?** Return email in regard to problems sometimes take a day to get a response. then sometimes, it takes weeks before I hear about the solution or sometimes I don't and have to follow up to see progress **What problems is Intermedia Contact Center solving and how is that benefiting you?** Any time we need a report added, Telax is able to get the info to the correct team in order to get it generalted ### 16. Very responsive to any questions or issues, great support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2018 **What do you like best about Intermedia Contact Center?** Support staff is very patient and helpful **What do you dislike about Intermedia Contact Center?** No dedicated support rep after initial setup **Recommendations to others considering Intermedia Contact Center:** Watch the training videos as they will help your staff understand Telax better. **What problems is Intermedia Contact Center solving and how is that benefiting you?** We did not have a true IVR setup untill Telax. Reporting ability and their help on creating custom reports is very helpful. ### 17. Telax = WOW **Rating:** 5.0/5.0 stars **Reviewed by:** Sheila G. | Team Lead, Information Services, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2018 **What do you like best about Intermedia Contact Center?** The customer service and communication with Telax staff - always top notch and very efficient. **What do you dislike about Intermedia Contact Center?** I don't seem to be able to add anything in this question as honestly, there isn't anything. **What problems is Intermedia Contact Center solving and how is that benefiting you?** Our whole phone IVR system is easy and streamline with Telax and we know it's quality! ### 18. Exceptional customer service, trustworthy product **Rating:** 4.5/5.0 stars **Reviewed by:** Tracey S. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 31, 2018 **What do you like best about Intermedia Contact Center?** It works without me having to think about it. **What do you dislike about Intermedia Contact Center?** We're happy with every part of this product **Recommendations to others considering Intermedia Contact Center:** Very responsive if you have questions about anything. Superior customer service **What problems is Intermedia Contact Center solving and how is that benefiting you?** Distributing calls evenly and all calls getting answered in a timely matter. ### 19. Vice President, Client Services - CI Investments Inc. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 29, 2018 **What do you like best about Intermedia Contact Center?** Very responsive to our buisness needs and dont feel like we are one of several partnerships. Attention to our uniqiue needs is top priority. **What do you dislike about Intermedia Contact Center?** Nothing - works as we need. Whenver new requiremnts are necessarity they are responsive **What problems is Intermedia Contact Center solving and how is that benefiting you?** ability to servcie our clients with effective / efficent technology and a very attraictive price for the technology and servcie provided. ### 20. Telax Suport **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2018 **What do you like best about Intermedia Contact Center?** I find the Telax support staff to be very helpful. They dig until the find the problem, then don't stop until it's fixed. **What do you dislike about Intermedia Contact Center?** The monitor screen does not refresh fast enough for real time updates. **Recommendations to others considering Intermedia Contact Center:** Excellent customer service **What problems is Intermedia Contact Center solving and how is that benefiting you?** Call center monitoring, live monitoring, voice recording, reports. ### 21. Spontaneous response **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2018 **What do you like best about Intermedia Contact Center?** Telax always responded on time and ensured a solution was always available for most of the problems reported. **What do you dislike about Intermedia Contact Center?** Some enhancements requests are pending for long time. **What problems is Intermedia Contact Center solving and how is that benefiting you?** Able to respond customers in timely manner. Every call is recorded and is used for quality monitoring. ### 22. Telax is a True Enterprise Grade Contact Center Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2018 **What do you like best about Intermedia Contact Center?** Telax, as a company is great to work with. Very flexible and accommodating to the needs of the cusotmer **What do you dislike about Intermedia Contact Center?** There could be more specific tie-ins to various CRM's with specific spec sheets and functionality denoted. **Recommendations to others considering Intermedia Contact Center:** Very easy to do business with **What problems is Intermedia Contact Center solving and how is that benefiting you?** Support Desk and Billing ### 23. voip engineering queue **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2018 **What do you like best about Intermedia Contact Center?** I like the ability to see which agents are busy/on calls/etc. **What do you dislike about Intermedia Contact Center?** I don't like that a call transferred to the agents direct extension isn't seen as them being on the phone. **What problems is Intermedia Contact Center solving and how is that benefiting you?** simply solving the need to monitor and help train agents. ### 24. Not what we expected **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** January 28, 2018 **What do you like best about Intermedia Contact Center?** The support team is great. Developers are responsive. Support is available at almost anytime. **What do you dislike about Intermedia Contact Center?** Their outbound dialer is not up to par with other dialers. It lacks call suppression. Searching to remove names off of outbound lists is a PINTA to do. There is no predictive nature to their outbound dialer. **Recommendations to others considering Intermedia Contact Center:** They have great support but are not ready to be considered an outbound dialing system without call suppression, predictive dialer ratios. In addition other dialers can create calling schedules based on the area code of phone numbers in the list, they are not able to do this yet. **What problems is Intermedia Contact Center solving and how is that benefiting you?** We moved to telax because we lacked analytics for outbound calls with our old dialer system. While we gained a lot of data the dialer lacks essential features for an outbound dialer, which has caused us problems. ### 25. Good service experience for customers via phone IVR **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2018 **What do you like best about Intermedia Contact Center?** Ease of use for endusers. Training requirements are minimum **What do you dislike about Intermedia Contact Center?** Room for improvement with chat functionality **Recommendations to others considering Intermedia Contact Center:** Good product for IVR **What problems is Intermedia Contact Center solving and how is that benefiting you?** Reporting has improved our ability to schedule staff and maintain service levels ## Intermedia Contact Center Discussions - [What is Intermedia Contact Center (formerly Telax) used for?](https://www.g2.com/discussions/what-is-intermedia-contact-center-formerly-telax-used-for) - [View Intermedia Contact Center pricing details and edition comparison](https://www.g2.com/products/intermedia-contact-center/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-17+16%3A51%3A32+-0500&secure%5Bsession_id%5D=518fd189-7027-4741-90f7-45a58d7cd422&secure%5Btoken%5D=af80fcce8c78435348da574f569a3f0d0d0bb1ae68e1b766ba86fb9efe080431&format=llm_user) ## Intermedia Contact Center Features **Channels** - Voice - Social - Web Chat - Email **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service **Generative AI** - AI Text-to-Speech **Functions** - Session Routing - Session Queuing - Concurrent Calling - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment ## Top Intermedia Contact Center Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,467 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (604 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,451 reviews)