--- title: "Intermedia Contact Center Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Intermedia Contact Center Software - reviews, pricing plans, popular comparisons to other Call Center products and more." source_url: "https://www.capterra.com/p/203140/Intermedia-Contact-Center/" page_type: "product" language: "en" --- # Intermedia Contact Center Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on September 4, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Intermedia Contact Center ## What is Intermedia Contact Center? Intermedia® Contact Center helps businesses deliver fast, personalized customer experiences across every channel. It unifies voice, chat, SMS, and email into one platform, enabling teams to engage customers seamlessly without switching tools. Intelligent routing and self-service connect customers to the right resource quickly, while automating routine inquiries to reduce wait times. Agents have access to customer context, interaction history, and collaboration tools in one place to resolve issues faster. AI-powered features like real-time assistance, summaries, and insights support agents and help supervisors improve performance and service quality. Built-in dashboards, reporting, and secure recording provide visibility and support compliance. Backed by 99.999% uptime and J.D. Power-certified support, it delivers reliable performance—resulting in better service, more productive teams, and simpler customer communications. ## What is Intermedia Contact Center used for? [Call Center](https://www.capterra.com/call-center-software/)[Contact Center](https://www.capterra.com/contact-center-software/)[IVR](https://www.capterra.com/ivr-software/) Top alternative Featured Overall rating Based on 2 user reviews Reviews sentiment Positive \- Neutral \- Negative \- ### Starting price Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Intermedia Contact Center?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.intermedia.com/&name=Intermedia Contact Center) ## Intermedia Contact Center Overview Updated September 2026 AI summary Intermedia Contact Center provides cloud-based call center and customer service capabilities for small businesses, midsize companies, and enterprises. It offers core features such as call management, logging, monitoring, and advanced options like AI Copilot, multi-channel communication, and analytics. The platform integrates with major CRM and collaboration tools and supports deployment across web, desktop, and mobile devices. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Intermedia Contact Center 4.0 (2) VS. [4.7 (885)](https://www.capterra.com/p/169627/RingOver/reviews/) Starting Price Contact vendor Starting Price $29 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.5 (2) Ease Of Use 4.8 (885) Value For Money 5.0 (1) Value For Money 4.5 (796) Customer Service 4.0 (2) Customer Service 4.6 (816) ## Intermedia Contact Center alternatives Highest Rated [4.8 (330)](https://www.capterra.com/p/29589/CallCenterNOW/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 98% of reviewers rated it above 4 stars [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.6 (144)](https://www.capterra.com/p/136728/Readymode/reviews/) Starting price $239.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.4 (4,090)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars ## FAQs about Intermedia Contact Center Overview ### What company size and specific industries is Intermedia Contact Center built for? Intermedia Contact Center is designed for small, mid-market, and enterprise organizations that need a cloud-based contact center without additional hardware. It suits companies across industries that want to support customer service operations from any location while improving productivity and controlling costs. Features and Usability ### What are the key features of Intermedia Contact Center? Intermedia Contact Center offers AI Copilot, AI Summarization, and conversation intelligence for analyzing interactions. It includes automatic call distribution, IVR, call routing, call recording, call transcription, and call whispering for call handling, plus live chat, SMS messaging, email management, CRM, reporting, and workforce management. Integrations ### Which third-party tools and platforms does Intermedia Contact Center integrate with? Intermedia Contact Center integrates with over 20 third-party tools and platforms across CRM, communication, ERP, and healthcare systems. Key integrations include Microsoft 365, Microsoft Teams, Slack, Salesforce Platform, ServiceNow, NetSuite, Tableau, Acumatica Cloud ERP, and ConnectWise PSA. Getting Started and Support ### What training and onboarding options does Intermedia Contact Center offer? Intermedia Contact Center provides in-person training, live online sessions, webinars, documentation, and videos. In-person and live online formats support guided instruction, webinars cover scheduled group learning, documentation offers written reference material, and videos provide self-paced viewing for setup and product guidance. Getting Started and Support ### What customer support options does Intermedia Contact Center offer? Intermedia Contact Center provides Email/Help Desk, FAQ/Forum, Knowledge Base, Phone Support, 24/7 Live Rep, and Chat. No reviewer feedback is available for support quality, so no conclusions can be drawn about response times, helpfulness, or common frustrations from user experience. ## Features AI summary Based on 3,823 Call Center reviews Capterra reviewers point to these as the top priorities when choosing call center software: - **Call Center Management** (**48%** of reviewers rated this feature as critical) - **Call Logging** (**44%**) - **Call Monitoring** (**43%**) Intermedia Contact Center supports all three features buyers rate most highly: **Call Center Management**, **Call Logging**, and **Call Monitoring**. Together, these capabilities help businesses manage daily call operations, keep accurate records of customer interactions, and review agent performance in real time, allowing teams to improve service quality, maintain visibility across conversations, and handle support more efficiently. Call Recording 3.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Reporting/Analytics 3.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Auto-Dialer 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important System that automatically dials calls Call Reporting 4.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Track and report on all incoming and outgoing calls Call Transfer 4.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Transfers live calls to other agents Call Whispering 4.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Displays a personalized message to the receiver of the call, offering details about the reason or origin of the call. Intermedia Contact Center 89 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - Agent Interface: Agents can view and manage all customer requests and interactions. - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - AI Summarization: Uses AI to condense large amounts of text, audio, or video data into a coherent form - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Auto-Dialer: System that automatically dials calls - Automated Responses: Automatic reply functionality for incoming messages - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Automatic Call Distribution: Distribute/route/connect calls - Autoresponders: Create and automatically send premade copy in response to customer messages - Blended Call Center: A call center that both makes and receives calls - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call Disposition: Track and report on call outcomes - Call List Management: Manage and track all past and future calls. - Call Logging: Collects essential call data such as call origin, call destination, call length, and other transaction details - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Reporting: Track and report on all incoming and outgoing calls - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Scheduling: Schedule date and time for callbacks/follow-up calls or reminders - Call Scripting: Provide agents with a typical response for common call subject matter - Call Tagging: Highlight specific time marks for annotation and review purposes - Call Tracking: Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number - Call Transcription: Voice conversion to text - Call Transfer: Transfers live calls to other agents - Call Whispering: Displays a personalized message to the receiver of the call, offering details about the reason or origin of the call. - Callback Scheduling: Schedules callback times - Caller ID: Identify the number and contact information of a caller before answering the phone - Campaign Management: Create a collection of marketing actions to complete specific goals and plan and analyze campaign results - Campaign Specific Caller ID: Control the name and number that appears on outbound caller ID - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - Contact Management: Manage, organize, and store contact information - Conversation Intelligence: Recording, transcription, and analysis of sales calls for the purpose of training and generating insights - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer History: Access previous interactions or concerns to maintain customer relationships - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Reports: Alter the layout and content of reports - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Data Import/Export: Import and export data to and from software applications - Data Security: Protect sensitive data for digital privacy - Email Management: Manage, store and organize emails within the system or via third-party apps - FCC Compliance: Federal Communications Commission (FCC) compliance - Generative AI: Use AI to generate content in the form of text, images, videos, etc. - Inbound Call Center: A call center that primarily receives calls, typically customer service focused - Inbox Management: Organize, prioritize, and manage incoming communications - Interaction Tracking: Track interaction history by documenting conversations for contacts - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Key Performance Indicators: Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - List Management: Manage contacts across multiple mailing lists - Live Chat: Ability to chat online in real time - Manual Dialer: Agents choose who to call and when - Mobile Access: Access software remotely via mobile devices - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Management: Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels - Multi-Language: Manage and support multiple languages - Multiple Data Sources: Allows users to manage data from a number of sources - Outbound Call Center: A call center that primarily makes calls, typically sales focused - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Pre-recorded Messages: Set of pre-recorded messages for candidates that can be shared before, during and after the video interview - Progressive Dialer: Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls - Quality Management: Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Sentiment Analysis: Categorize emotions expressed and identify if they are positive, negative or neutral - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - SMS Messaging: Send messages via SMS - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Survey/Poll Management: Create and administer polls and surveys - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Task Automation: Automatically handle routine, repetitive tasks and processes without the need for manual intervention - Text to Speech: Turns text into natural sounding speech - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Voice Mail: Computer-based system that allows users to send and receive voice messages - Voice Recognition: Recognize/detect varying frequencies in a person's voice to identify/verify "who" is speaking - Workforce Management: A set of processes to optimize the productivity of its employees --- Get Advice We can help you find the software with the features you need. Features 4.0 (2) 4.0 Based on 2 reviews ## Pricing Value for money 5.0 (1) ### Starting price Free trial not available Value for money 5.0 (1) 5.0 Based on 1 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[ Tableau](https://www.capterra.com/p/208764/Tableau/)[ NetSuite](https://www.capterra.com/p/135757/NetSuite/)[ athenaOne](https://www.capterra.com/p/98735/athenaOne/)[ Epic](https://www.capterra.com/p/122278/EpicCare-EMR/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.0 (2) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.0 (2) 4.0 Based on 2 reviews ## User reviews Overall rating 4.0 Based on 2 reviews Filter by rating 5(0) 4(2) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent AG Alicia G. Call Center Manager Health, Wellness and Fitness ### "Call Center Review" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 May 27, 2025 Overall, I am pleased with the Intermedia Contact Center, which is simple to use and simple to teach to the agents. Pros I like how much information it gives you in real time, and that other agents can see if others are available, eliminating the possibility of too many agents taking a break at the same time. Cons I don't like that calling out from the Contact Center icon is different from calling from the Calling icon. As an admin, I am able to find recordings from one but not the other. Switched from [Zoom Phone](https://www.capterra.com/p/208535/Zoom-Phone/) It did not offer a lot of features and had to use other programs to make up the difference. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Owner Computer & Network Security ### "it mostly works" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 6/10 July 15, 2020 sometimes you have to beat on it a little, because the installation options are not always clear. you can get it to work eventually, and after that, you're in pretty good shape. Pros it works reasonably well, after you beat it into submission. other than that, it behaves pretty well. Cons the installation can be amusing at times. sometimes what you think you are installing, or the way you are installing it, is not always what you get. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.