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Sunnyvale, CA, USA, June 23, 2022 -- Intermedia Cloud Communications, a provider of cloud communications and collaboration solutions to businesses and the partners that serve them, announced the release of Intermedia Interaction Analytics, a new artificial intelligence (AI)-based feature that has been added to Intermedia Intelligent Contact Center. Many businesses receive hundreds, if not thousands, of customer calls each day with valuable customer data embedded within those calls. However, important business insights from customer engagements may be lost, and therefore inaccessible to business leaders, due to the sheer volume of interactions. Intermedia Interaction Analytics and its AI engine can now illuminate the powerful business insights from patterns within high volumes of customer calls.

"Ensuring high service quality with limited resources is the current reality for most businesses," said Jim Lundy, CEO and Lead Analyst at Aragon Research. "To make that reality manageable, customer experience vendors need to deliver practical AI solutions businesses can use today, not 6 months from now. Intermedia Interaction Analytics and tools like it go a long way in helping businesses deliver excellent customer service even if they may be experiencing staffing shortages."

Koray Parmaks, Intermedia's Vice President of Contact Center as a Service (CCaaS), said, "Intermedia Intelligent Contact Center gives businesses and the partners that serve them the tools they need today to deliver an outstanding customer experience without the cost, complexity, resource requirement, and prolonged implementation time experienced with competing solutions. With the addition of Intermedia Interaction Analytics, business leaders are now able to sift, more easily and efficiently, through all of the calls within their sphere of control to identify the customer conversations that have the biggest impact on their success. And for partners, Intermedia Interaction Analytics adds even more value to a solution built to help their customers deliver exceptional customer experiences."

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com

Date Posted: Friday, June 24, 2022