Intermedia Cloud Communications has introduced the industry’s first fully embedded unified communications (UC) and customer experience (CX) solution within Microsoft Teams. This move allows businesses to streamline operations, enhance productivity, and improve customer interactions—all from within the familiar Teams interface.
“Our fully embedded UC and CC solution for Microsoft Teams now empowers businesses with a powerful combination of advanced communication and customer experience capabilities – all within the familiar Teams environment they already use every day. With the addition of Contact Center functionality, we’re enabling businesses to elevate both employee productivity and customer engagement in a single, integrated platform,” said Irina Shamkova, chief product officer at Intermedia.
According to Nancy Jamison, Senior Industry Director at Frost & Sullivan Research, this integration marks a significant advancement for the industry. By embedding UC and CC directly into Microsoft Teams, businesses can optimize communication workflows, reduce operational complexity, and elevate customer experiences without switching between multiple applications.
The result is a more intuitive and efficient way for employees to collaborate and engage with customers.
Full-fledged communications hub
With this latest enhancement, Microsoft Teams has evolved into a full-fledged communications hub, enabling organizations to manage calls, messages, chats, and emails effortlessly. Enterprise-grade calling features like call queue management, real-time monitoring, and voicemail transcription help teams stay connected and responsive.
In addition, AI-powered tools provide real-time sentiment analysis and interaction summaries, enabling agents and supervisors to refine customer engagement strategies continually. Additionally, businesses benefit from unlimited calling to 33 countries and a 99.999% uptime guarantee, ensuring reliability and global connectivity.
Intermedia’s solution also provides advanced routing and queue management, ensuring customer inquiries reach the right agent at the right time. Robust analytics and dashboards deliver actionable insights, helping businesses enhance service quality and performance. Notably, this integration does not require a Microsoft Teams Phone license—organizations simply need a Microsoft 365 Business Basic or higher, along with Intermedia’s UC and Contact Center licenses.