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News : Intermedia Hits the J.D. Power Certification Grand Slam

#contactcenterworld, @intermedia_net, @JDPower

Sunnyvale, CA, USA, Nov. 12, 2019 -- Intermedia, a communication and collaboration solutions provider to businesses and the partners that serve them, announced it has achieved certification from the J.D. Power Certified Assisted Technical Support Program for the fourth consecutive year. The company was recognized for demonstrating a highly customer-focused culture that is committed to delivering the highest quality of service and support.

To achieve this accomplishment, an organization must attain customer and partner satisfaction scores that rank among the top companies nationally that offer technical support. The certification process, jointly developed by J.D. Power and the Technology Services Industry Association (TSIA), is based on J.D. Power's technology industry benchmark customer satisfaction research, as well as a detailed audit of Intermedia's support policies and procedures for its business customers and active partners.

"Businesses turn to Intermedia for the most reliable, dependable, and well-supported communications solutions, and being certified for a fourth year in a row by J.D. Power is just another validation of our commitment to fulfilling that expectation," said Urvashi Sheth, SVP of Client Services at Intermedia. "Although we offer 99.999% uptime SLA's, it's always good to know that there is a world-class support organization there for you 24/7/365 to help resolve any issues or answer any questions. This recognition is a reflection of the entire Intermedia team working together as one to deliver on our Worry-Free ExperienceTM."

"It is clear from Intermedia's fourth consecutive Certified Assisted Technical Support distinction that they are focused on providing an outstanding customer experience," said Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power. "We independently verified that Intermedia exceeds their customer's expectations which are constantly changing and continuously getting tougher to deliver against."

J.D. Power evaluated Intermedia on its assisted support (including phone, email, chat and online). For the certification, J.D. Power conducted a survey of Intermedia's global customer and partner base to establish an overall satisfaction index score and also conducted on-site audits at Intermedia's facilities.

#contactcenterworld, @intermedia_net, @JDPower

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


About Intermedia:
Company LogoIntermedia is a Unified Communications as a Service (UCaaS) and business cloud email provider hyper-focused on delivering easy-to-use and secure communication and collaboration solutions to SMBs and the partners that serve them. More than 110,000 business customers and 6,500 active partners rely on Intermedia for greater reliability and productivity. Intermedia's broad yet tightly integrated suite of cloud applications is managed through one intuitive point of control, and Intermedia services are backed by a 99.999% uptime service level agreement (SLA).
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About J.D. Power:
Company LogoEstablished in 1968, J.D. Power and Associates is a global marketing information firm that conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior. Today, the firm's services include industry-wide syndicated studies; proprietary (commissioned) tracking studies; media studies; forecasting; and training services, as well as business operations analyses, and consultancies on customer satisfaction trends.
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Today's Tip of the Day - Where Is The Problem?

Read today's tip or listen to it on podcast.

Published: Wednesday, November 13, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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