Intermedia Cloud Communications has announced it has been positioned as a Leader in the The Aragon Research Globe for the Intelligent Contact Center for SMB, 2024. Aragon Research evaluated Intermedia's comprehensive portfolio of products and its strategic initiatives, positioning the company prominently within the competitive landscape of contact center solutions.

Intermedia has been at the forefront of empowering businesses with innovative communication tools designed to enhance customer experiences and streamline operations. With a focus on delivering seamless omnichannel interactions and leveraging the power of artificial intelligence (AI), Intermedia's Contact Center solution caters to the evolving needs of small and medium-sized businesses (SMBs) in today's dynamic market.

"We are honored to be named a Leader in Aragon's Intelligent Contact Center for SMB report," said Michael Gold, CEO, Intermedia Cloud Communications. "We believe this acknowledgment underscores Intermedia's relentless pursuit in developing and delivering the innovative solutions that help drive greater business efficiency, productivity and customer satisfaction. Our mission has always been to provide every business, regardless of size, access to the communications tools they need to maximize employee productivity within a business and to deliver exceptional experiences for their customers."

As businesses increasingly prioritize modernizing their customer care operations, Intermedia remains steadfast in its drive to deliver the versatile, intuitive, highly reliable, secure and AI-enabled cloud solutions that help businesses work better from wherever. In addition to creating a single interface to manage both unified communications and customer engagement interactions and continuing to expand its contact center integrations — including integrations with leading electronic healthcare record (EHR) systems such as Epic, Cerner and MEDITECH, in 2023 Intermedia introduced Intermedia SPARK AI.

SPARK AI empowers users with transformative, productivity-enhancing solutions that help to drive efficiency and identify actionable business insights more quickly and accurately. Within the contact center solution set alone, SPARK AI powers AI Evaluator, AI Interaction Summary, AI Call Transcription, AI Sentiment Analysis and AI Transaction Redaction functionalities; features designed to not only enhance agent productivity, but also to help ensure regulatory compliance and tightened data security.

"Intermedia's acknowledgement in Aragon Research's 2024 Globe Report underscores the company's dedication to innovation and to providing SMBs with advanced cloud communication tools aimed at enhancing customer engagement," said Jim Lundy, founder and CEO, Aragon Research. "By offering comprehensive solutions tailored to the needs of businesses, in particular, the unique needs of SMBs, Intermedia continues to demonstrate its commitment to driving the future of cloud communications."