Bringing enterprise-grade AI to SMBs, Intermedia is redefining what a modern contact center can do for businesses of all sizes—helping them work smarter, respond faster, and gain deeper business insights.
SUNNYVALE, Calif., March 28, 2025 -- Intermedia Cloud Communications, a leader in cloud-based communications, collaboration, and customer engagement solutions, has been named a Leader in the Aragon Research Globe™ for the Intelligent Contact Center for SMB, 2025. With AI reshaping customer interactions, Intermedia is making intelligent automation and omnichannel engagement more accessible to SMBs—not just large enterprises.
Aragon Research evaluated 10 major providers, assessing their innovation, execution, and ability to help businesses modernize customer engagement. Intermedia secured its Leader placement for its Intermedia SPARK AI™ suite of features, seamless Microsoft Teams integration, and sophisticated Cloud PBX and Unified Communications solutions—helping businesses streamline operations, optimize workflows, and leverage AI-driven automation to enhance customer interactions.
"AI is transforming customer engagement, and Intermedia is making these innovations both accessible and impactful for SMBs," said Jim Lundy, Founder & CEO of Aragon Research. "With AI-powered capabilities, Microsoft Teams integration, and a unified communications experience, Intermedia aims to help businesses modernize how they connect with customers."
More Than a Contact Center – A Smarter Way to Engage Customers
A modern contact center isn't just for large enterprises or high-volume call centers—it's about equipping businesses of all sizes with tools that improve customer engagement, streamline communication, and enhance responsiveness. Intermedia's AI-powered platform helps businesses:
- Optimize workflows – Automating notifications, managing inquiries, and helping to ensure that no task slips through the cracks.
- Engage customers seamlessly – Across voice, chat, SMS, email, and social platforms, all from one system.
- Gain actionable insights – Leveraging AI to track trends, sentiment, and service quality for smarter decision-making.
These capabilities help SMBs operate more efficiently, improve customer experiences, and uncover insights that drive business growth.
AI-Powered Features That Drive Business Success
Intermedia's transformational—and growing—SPARK AI suite of features brings intelligence to every customer interaction:
- AI Agent Assist – Equips agents with instant summaries of previous customer interactions and relevant company knowledge to speed up issue resolution.
- AI Evaluator – Streamlines quality assurance with grading templates, interaction analytics, and collaboration tools to enhance coaching and improve agent performance.
- AI Interaction Summary – Reduces administrative workload by generating real-time conversation summaries for easy reference.
- AI Sentiment Analysis – Tracks customer emotions throughout interactions, providing insights to improve service and responsiveness.
- AI Transaction Redaction – Automatically removes sensitive data from transcripts, to help ensure security and compliance with industry regulations.
Seamless Integration Across Business Tools
- Expanded Microsoft Teams integration enables businesses to handle customer interactions directly within Teams, seamlessly connecting with Intermedia's Unified Communications and Contact Center solutions. With AI-powered insights, sentiment analysis, advanced call routing, and real-time analytics, businesses can improve responsiveness and collaboration across their communications platform.
- Seamlessly integrated with business-critical applications, Intermedia's Contact Center and Unified Communications solutions work across Google Workspace, Slack, Salesforce, Zendesk, Zoho, major EHR platforms, and payment systems, ensuring businesses can centralize interactions and drive productivity across teams.
- Advanced archiving helps businesses securely retain and manage customer communications across voice, chat, and email, ensuring compliance while enabling AI-driven analysis to uncover trends, service opportunities, and deeper customer insights.
Reliability and Support Businesses Can Trust
Intermedia's cloud communications platform is built for reliability and ease of use, backed by:
- 99.999% uptime service level agreements – enabling businesses to stay up and running.
- J.D. Power-certified technical support – delivering best-in-class service.
- A partner-first approach – supporting 7,500+ resellers, agents, and service provider partners with a comprehensive set of sales, training, onboarding, and marketing resources.
"Being named a Leader by Aragon Research validates our mission to make AI-powered customer engagement simple, effective, and accessible to SMBs," said Michael Gold, CEO of Intermedia. "Businesses today need smarter ways to communicate, and our solutions help them do just that—without added complexity."
For more information, please visit Intermedia Intelligent Contact Center.
About Intermedia Cloud Communications
Intermedia is a leading provider of the intelligent cloud communications solutions that help over 150,000 businesses connect better, from wherever, through an AI-powered platform that includes voice, video conferencing, chat, SMS, contact center, business email and productivity, file sharing and backup, security, archiving, and more. We strive to eliminate the need for multiple communications service providers with a seamlessly integrated portfolio of intelligent communications and collaboration solutions, including our flagship product, Intermedia Unite®, all delivered through one highly reliable and secure platform. With month-to-month contract options, one monthly bill, and one intuitive point of administrative control, and having been certified by J.D. Power for excellence in technical support eight times, Intermedia is committed to providing enterprise-grade products to businesses of all sizes through a simple, Worry-Free Experience™.
As a partner-first company, Intermedia goes to work for over 7,500 channel partners by providing a comprehensive set of programs, resources, and support to help them grow their revenue and maximize their success. Programs include our Customer Ownership Reseller (CORE™) model – which enables partners to resell, package, and manage Intermedia's solutions as if they were their own, while benefiting from highly attractive economic terms and maintaining ownership of their customer relationships – as well as agent models.
For more information about Intermedia, visit www.intermedia.com.
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