Intermedia Cloud Communications: Unified Voice, Video, and Chat
Intermedia provides cloud communications and collaboration solutions for SMBs and partners, featuring a fully integrated UCaaS and CCaaS platform.
Overview
Intermedia is a leading provider of cloud-based communications and collaboration software, primarily serving small and medium-sized businesses (SMBs) and the partners who support them. With a history spanning over two decades, the company has evolved from a pioneer in hosted Microsoft Exchange to a comprehensive provider of Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS).
The company’s flagship offering, Intermedia Unite, provides a cohesive environment for voice, video, chat, and contact center operations. Beyond communications, Intermedia offers a robust suite of cloud productivity tools, including email, security, and file backup. With over 135,000 business customers and a network of 7,000+ active channel partners, Intermedia has established a significant market presence. Their focus is on eliminating the complexity associated with cloud technology, providing a "one-stop-shop" for essential business applications. Headquartered in Sunnyvale, California, Intermedia maintains a global footprint with data centers designed for high availability and geographic redundancy.
Positioning
Intermedia positions itself as the "worry-free" alternative to complex enterprise communication giants. Their market strategy is surgical: they target the SMB and mid-market segments that are underserved by massive telecom providers but require more sophistication than basic "plug-and-play" apps.
The brand's messaging focuses heavily on the concepts of integration and reliability. While competitors like RingCentral or 8x8 may lean into "global enterprise scale," Intermedia leans into "partnership and ease of use." They position themselves as the safest choice for businesses that cannot afford downtime and do not have massive internal IT departments to manage disparate systems. By offering a single point of billing, support, and management for a wide array of cloud services, Intermedia positions itself as a consolidator that simplifies the digital transformation journey for smaller organizations.
Differentiation
Intermedia’s product strategy is centered on the Intermedia Unite platform, a proprietary, "all-in-one" solution that integrates business phone, video conferencing, chat, and file sharing. A key technical advantage is that Intermedia owns its entire technology stack. Unlike "Franken-stack" competitors that stitch together third-party engines for video or chat, Intermedia’s vertical integration allows for a more seamless user interface and faster innovation cycles.
Key product differentiators include:
- Intermedia Unite: A highly integrated UCaaS solution that offers deep synchronization between mobile and desktop environments.
- Integrated Contact Center: They offer CCaaS capabilities that are natively integrated into the UCaaS platform, allowing small and mid-sized businesses to access enterprise-grade call routing and analytics without the complexity of a standalone platform.
- Security and Compliance: Every product is built with a security-first mindset, featuring enterprise-grade encryption and HIPAA/PCI compliance out of the box.
- Versatility: The platform includes unique "Value-Add" features like SecuriSync for integrated file backup and sharing, which provides a level of data protection typically requiring a separate vendor.
Ideal Customer Profile
The ideal Intermedia customer is a Small to Mid-Market Enterprise (SME), typically ranging from 20 to 1,000 employees. They operate in industries where reliability and compliance are non-negotiable, such as Healthcare, Legal, Finance, or Professional Services. These organizations often have limited internal IT resources and value a "single-vendor" solution that bundles phone, video, chat, and email. They are likely transitioning away from an aging on-premise PBX or are dissatisfied with the complexity of managing multiple disparate communication tools. A key indicator of a good fit is a company that prioritizes high-touch support and a 99.999% uptime guarantee over the absolute lowest price point.
Best Fit
- Mid-Market Multi-Location Businesses: Companies with 50-500 employees across multiple offices that need a unified phone, video, and chat system without managing multiple vendors.
- Channel-First Organizations: Businesses that prefer working through Managed Service Providers (MSPs) or VARs for localized support and billing.
- Customer Service Intensive SmBs: Small to medium businesses that need sophisticated Contact Center features (omnichannel, IVR, CRM integration) without the enterprise price tag of a Genesys or Five9.
- Reliability-First Enterprises: Organizations that cannot afford downtime and require a 99.999% uptime SLA backed by financial guarantees.
Offerings
- Intermedia Unite: The flagship UCaaS platform. Offered in Pro (essential business needs) and Enterprise (advanced features like CRM integration and unlimited call recording).
- Intermedia Contact Center: A modular CCaaS solution. Express for small teams; Pro for advanced routing and reporting; Elite for full omnichannel (email, SMS, chat) and custom workflow needs.
- Intermedia AnyMeeting: A standalone or integrated video conferencing and webinar platform.
- Microsoft 365 & Google Workspace: Intermedia acts as a licensed provider, offering these suites bundled with their proprietary security and backup tools.
- Intermedia SecuriSync: An enterprise-grade file sync, share, and backup solution with built-in ransomware protection.
- Intermedia Exchange Email: Secure, hosted business email for organizations not yet ready for the full Microsoft 365 suite.
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Introduction
Welcome to the comprehensive evaluation guide for Intermedia, a leading provider of cloud communications and collaboration solutions. In today’s hybrid work environment, businesses require more than just a dial tone; they need a unified ecosystem that combines voice, video, chat, contact center, and file sharing into a single, reliable pane of glass. Intermedia distinguishes itself in a crowded market through its "worry-free" approach, offering a highly integrated suite (Intermedia Unite) and a rare 99.999% uptime SLA.
This guide is designed for IT directors, CTOs, and operations managers. You will learn about Intermedia's core capabilities, the specific business scenarios where they outperform competitors, and the technical prerequisites needed for a successful deployment. By the end of this guide, you will have the necessary criteria to determine if Intermedia is the right strategic partner for your digital transformation journey.
Key Features
- Intermedia Unite (UCaaS): A unified application for mobile and desktop that combines high-definition voice, video conferencing, team chat, and file backup. This eliminates "app fatigue" by centralizing all internal and external communication.
- Contact Center as a Service (CCaaS): Scalable solutions from basic "Express" queues to "Elite" omnichannel suites. Features include IVR, skill-based routing, real-time supervisor dashboards, and call recording with AI-driven sentiment analysis.
- AnyMeeting Video Conferencing: Built-in HD video conferencing with screen sharing, meeting transcripts, and "Pro" features like webinars for up to 1,000 attendees.
- Microsoft Teams Integration: Enhances Teams by adding enterprise-grade telephony features (Direct Routing or Bolt-on) while allowing users to stay within the familiar Teams interface.
- Security & Reliability: A proprietary "J.D. Power-certified" support model and a 99.999% uptime SLA. All data is encrypted in transit and at rest, with redundant data centers ensuring business continuity.
- AI Interaction Insights: Automated transcription and summary tools that analyze calls and meetings to identify action items and customer sentiment, reducing manual note-taking.
Use Cases
- Hybrid Professional Services: A law firm uses Intermedia Unite to allow partners to take "office" calls on their mobile devices while maintaining a professional caller ID, and uses AnyMeeting for secure client consultations.
- Retail/Franchise Management: A multi-location retail chain centralizes its communications, using the Auto-Attendant to route calls to specific stores and the Contact Center to manage a centralized customer service desk.
- Healthcare Clinics: A medical group utilizes Intermedia’s HIPAA-compliant chat and file sharing to discuss patient cases securely, while the Contact Center manages appointment scheduling with automated reminders.
- Remote Sales Teams: A software company integrates Intermedia with Salesforce, allowing sales reps to click-to-dial and automatically log every call, improving CRM data integrity and manager visibility.
- Education: A school district uses the Webinar functionality for remote board meetings and the "Unite" app for teacher-parent communication without sharing personal cell numbers.
Pricing Models
- Per-User Monthly Subscription: The primary model, where costs are determined by the "seat" type (e.g., Unite Pro vs. Unite Enterprise).
- Tiered Feature Sets:
- Unite Pro: Includes core UCaaS features, mobile/desktop apps, and standard meeting tools.
- Unite Enterprise: Adds advanced features like call recording, higher meeting capacities, and expanded file storage.
- Contact Center Add-ons: Usually priced per agent, with tiers based on functionality (Express, Pro, or Elite).
- Hardware Options: Desk phones can be purchased upfront or leased through a "Hardware-as-a-Service" model to reduce CAPEX.
- No Hidden Fees: Intermedia is known for transparent billing, though international calling and toll-free minutes may incur usage-based charges.
- Volume Discounts: Pricing typically scales down for larger seat counts (100+ users).
Technical Requirements
- Operating Systems: Windows 10+, macOS 10.15+, iOS 13+, and Android 8+.
- Web Browsers: Latest versions of Chrome, Firefox, Edge, and Safari.
- Network Hardware: VoIP-aware routers/firewalls with QoS (Quality of Service) capabilities.
- Hardware Compatibility: Supports Intermedia-certified SIP phones from Poly, Yealink, and Cisco.
- Bandwidth: Minimum 100kbps (up/down) per concurrent voice call; 2-4Mbps for HD video conferencing.
- Power: PoE (Power over Ethernet) switches or individual power adapters for desk phones.
- Email: An active business email account for user verification and notifications.
Business Requirements
- Network Readiness: A high-quality internet connection with prioritized Voice over IP (VoIP) traffic is essential. Organizations should conduct a network assessment to ensure sufficient bandwidth and low latency.
- Executive Sponsorship: Critical for migrating legacy PBX systems to the cloud, as it often involves changing long-standing employee workflows.
- Change Management: Teams must be prepared for the transition from physical desk phones to 'softphones' (desktop and mobile apps), requiring internal communication and training sessions.
- Administrative Oversight: While Intermedia is managed, an internal IT point person should be designated to handle user provisioning, auto-attendant configurations, and call routing logic.
- Stakeholder Buy-in: Customer support leads and sales managers should be involved early to define CRM integration requirements and contact center workflows.
Implementation Timeline
- Discovery & Design (Weeks 1-2): Audit of current phone numbers, user lists, and call flow requirements. Identification of integration points (e.g., Salesforce, Microsoft 365).
- Configuration & Setup (Weeks 2-4): Building the cloud environment, configuring Auto-Attendants, Hunt Groups, and User Profiles. Ordering and shipping of pre-provisioned hardware if needed.
- Testing & Training (Weeks 4-5): Rigorous testing of call flows and emergency services (E911). Training sessions for end-users and administrators.
- Porting & Go-Live (Weeks 6-8): The timeline is often dictated by the "losing" carrier's speed in releasing phone numbers. Once ported, the switch to Intermedia is instantaneous.
- Post-Migration Optimization (Week 9+): Fine-tuning call analytics and expanding integrations based on initial user feedback.
Support Options
- 24/7 J.D. Power Certified Support: Intermedia is highly rated for its technical support, available via phone, chat, and email.
- Onboarding Assistance: Dedicated implementation managers are often assigned to assist with porting and initial configuration for mid-market accounts.
- Partner-Led Support: Many customers receive "white-glove" support through Intermedia’s extensive network of Managed Service Providers (MSPs).
- Intermedia University: A comprehensive online learning portal with self-paced training for admins and users.
- Knowledge Base: Extensive documentation, video tutorials, and troubleshooting guides.
- Professional Services: Available for complex migrations, custom integrations, or large-scale hardware deployments.
Integration Requirements
- Productivity Suites: Deep, native integration with Microsoft 365 (including Teams via Direct Routing) and Google Workspace.
- CRM & Business Apps: Pre-built connectors for Salesforce, NetSuite, Zendesk, Zoho, and HubSpot to enable screen pops and automatic call logging.
- API Access: Robust REST APIs for custom integrations with proprietary line-of-business applications.
- Single Sign-On (SSO): Support for Okta, Azure AD, and OneLogin for secure, centralized user access management.
- Data Formats: Supports standard SIP protocols for hardware and WebRTC for browser-based communications.
- Effort Level: Standard CRM integrations are "plug-and-play" (minutes to set up), while custom API work requires developer resources.
Security & Compliance
- Certifications: SOC 2 Type II and SOC 3 audited.
- Healthcare Ready: HIPAA compliant, with the ability to sign Business Associate Agreements (BAAs).
- Financial Services: Supports PCI-DSS compliance requirements for handling payment information.
- Data Residency: Multiple geographically dispersed data centers across the US, Canada, and Europe.
- Access Control: Multi-factor authentication (MFA) and role-based access control (RBAC) are standard across the platform.
- Privacy: GDPR and CCPA compliant data handling practices.
- Network Security: Toll fraud monitoring and protection are built into the voice network.
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