Intermedia Contact Center review
A broad omnichannel contact center with advanced routing, workforce tools, and AI assistance.
Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
Intermedia Contact Center is a cloud-based platform for SMB and mid-market teams managing inbound and outbound customer communications. It supports voice, email, web chat, SMS, and WhatsApp, with automatic call distribution, customizable IVR, queued callbacks, call monitoring, recordings, reporting, agent scheduling, and CRM integrations. Organizations can run it standalone, connect it with Intermedia Unite, or embed it in Microsoft Teams. Its broad channel coverage and routing controls suit teams coordinating complex customer-service operations across several communication paths.
Pricing is contact-sales based for both Contact Center Pro and Contact Center Elite. Pro includes automatic call distribution, customizable IVR, intelligent routing, queued callbacks, call monitoring, and reporting. Elite adds voice, SMS, chat, and email queues, WhatsApp engagement, power dialing, scheduling, dynamic notifications, and AI-powered interaction insights. The platform also supports Salesforce, CRM systems, and custom APIs, with web, Windows, macOS, and API access. This makes it a fit for organizations that need to connect contact-center workflows with existing business systems rather than operate in isolation.
Its standout area is control across routing, supervision, workforce management, and interaction analysis. Teams can use skills-, geography-, dialed-number-, and preferred-agent routing, alongside live monitor, whisper, and barge controls, schedule-adherence monitoring, real-time dashboards, historical reports, and custom reporting. AI features include agent assist, supervisor assist, sentiment, transcription, summaries, and automated evaluation. Intermedia Contact Center is suited to organizations that value deep operational controls and an omnichannel model. Teams seeking a simple, narrowly focused calling tool or publicly listed pricing should consider a more limited alternative.
Intermedia Contact Center pros and cons
- Where it wins
- Skills-, geography-, dialed-number-, and preferred-agent routing
- Voice, email, web chat, SMS, and WhatsApp queue support
- AI assistance with transcription, summaries, sentiment, and evaluation
- Where it doesn't
- Pricing is quote-based rather than publicly listed
- Open-source deployment is not part of the offering
- WhatsApp, power dialing, and AI insights are listed under Elite
Intermedia Contact Center fact sheet, pricing and score →
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