Astound Launches Cloud Contact Center with Intermedia

Astound Broadband and Intermedia Cloud Communications announced the introduction of Cloud Contact Center, a cloud-based intelligent contact center solution developed by Intermedia.

Available through Astound Business Solutions, Cloud Contact Center is designed for businesses, ranging from small and medium-sized businesses (SMB) to large enterprise organizations that need to manage, track and improve their customer interactions.

As customer experience evolves beyond traditional landlines into more convenient means of communication such as mobile, email, text messaging, webchat and social media, Cloud Contact Center allows for the seamless integration of these communication modes into an omnichannel experience.

Cloud Contact Center uses a combination of AI, workflow automation, virtual agents, intelligent call routing, integrations, reporting, and employee collaboration tools to help businesses reduce costs and improve the customer experience, all without the need to add additional resources.

Cloud Contact Center delivers responsive customer care from any location. Top features and benefits include:

  • An omnichannel experience that allows businesses and customers to interact via voice, webchat, email, WhatsApp, and SMS
  • Excellent service quality with real-time performance dashboards and advanced historical reporting
  • Support for multiple locations and remote frontline users – which is deployable in days, not weeks
  • Intelligent routing and advanced queue handling based on agent skill sets, customer priority, statuses, and more
  • AI-powered Interaction Insights including AI Transcriptions, AI Sentiment Analysis, AI Interaction Summary, and AI Evaluator which allow support representatives to be more productive and make more informed decisions
  • Custom CRM and WFM integrations (e.g., Dynamics, Salesforce, Zendesk, Slack)

To learn more about Cloud Contact Center, please visit: