MetriNote – Intermedia Adds Microsoft Teams-Contact Center Integration

Published on: February 13, 2025

Author: Beth Schultz, VP of Research and Principal Analyst, Metrigy What's the news?January 29, 2025 – Intermedia Cloud Communications has announced the addition of contact center functionality to its Unite for Microsoft Teams Advanced solution, launched in August 2024 to enable advanced telephony, SMS, and CRM capabilities within Microsoft Teams. Among contact center features available in the United for Teams Advanced solution are omnichannel support; enterprise-grade calling; AI-powered tools, including sentiment analysis, real-time interaction summaries, and performance evaluations; streamlined routing and real-time queue management; and advanced analytics and dashboards.For the new UC-contact center solution, businesses require Unite for Teams Advanced and Contact Center for Teams licenses from Intermedia, plus a Microsoft 365 Business Basic or higher license (no Teams Phone licenses needed).


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