Intermedia has launched a new archiving tool for its omnichannel (phone, email, chat, SMS, and WhatsApp) cloud Contact Centre solution.
This release builds on Intermedia Archiving for Unite, which is the company’s all-in-one cloud UC platform that debuted in 2023.
Intermedia Contact Centre solution is powered by the company’s foundational AI technology Intermedia SPARK AI. Coupled with Archiving for Contact Centre, users can now access all their contact centre omnichannel communications, including call recordings, chats, SMS, transcriptions and more, all without administrative intervention.
“At Intermedia, we are committed to empowering businesses with secure, reliable, cutting-edge solutions that significantly enhance their communication and collaboration, as well as the customer experiences they deliver. With the launch of Intermedia Archiving for Contact Center, our UC and CC customers now have more holistic access to a repository of critical business data that can not only spark more informed communication but also helps identify trends and insights that lead to more thoughtful operational and strategic decisions. And just as we do for our UC solution, we will offer 30 days of rolling retention for Contact Centre data at no extra charge,” said Irina Shamkova, Chief Product Officer at Intermedia.
The archiving solution retrieves communications from across different channels thanks to a powerful contextual search engine. In terms of legal and regulatory compliance and risk mitigation, the solution lets businesses preserve communications for up to 10 years and in compliance with industry, federal, state, and local regulations (such as PCI-DSS, HIPAA, FINRA, and others).
In addition, Archiving enables organisations to retain and analyse contested interactions to resolve disputes and complaints quickly.
As support agents serve as the primary representatives of an organisation, Archiving facilitates management in reviewing and monitoring interactions to ensure quality and provide feedback and coaching for enhanced engagement.
Additionally, Archiving enables organisations to deliver more effective customer service by granting access to past interactions, equipping agents with valuable historical knowledge.
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