Intermedia Cloud Communications Reviews
About Intermedia
Intermedia is a cloud communications company that assists businesses to connect with voice, video conferencing, chat, call centres, business email, productivity, file sharing, backup, security, storage, and more from anywhere, anytime.
Intermedia VoIP System Features
Intermedia Unite
- PBX Phone System
- Call Analytics
- Desktop App
- Mobile App for business
- Video conferencing
- Conference rooms
- Team chat
- Screen share
- Virtual voicemail
- Online faxing
- File backup and collaboration
- Bring your own phone(BYOP)
- Business Integrations
- Microsoft teams
Call centre features
Automated Attendant
- Connected Conference Rooms
- Workspaces
Zoom events
- Answers and routes call 24/7.
- Customized calendars for specialized routing according to business hours, holidays, special events, etc.
Supervisor in-call assistance
- Monitor - listen to live calls.
- Whisper - assist an agent without the customer hearing.
- Barge - join a live call as a participant.
Tracking and Analytics
- Agent/Group Activity Reporting
- Current Agent and Queue Status
- Real-time Call Statistics
Intermedia business phone plans and pricing
Unite Pro - $27.99 USD/month
- Mobile apps
- Desktop app
- Unlimited calling
- Auto Attendant
- Call Pickup
- Caller ID
- Call transfer, Call Hold, 3-way calling, Music on hold
- Paging
- Call park/Pickup
- Intercom
- SPAM Call blocking/tagging
- 911 admin notification
- Voicemail
- Voicemail transcription
- Call recording
- Receptionist mode
- Web fax
Collaboration
- Presence detection
- Team messaging
- Business SMS
- File backup, sync, and share
Video meetings and conferencing
- HD video and audio conferencing
- Screen sharing
- Meeting transcription
- Unlimited recordings
- Screen annotation
- Transcriptions & meeting insights
Unite Enterprise - $32.99 USD/month
- Unite pro features
- Exchange mailbox
- Supervisor functions (Monitor, whisper, barge)
Pros
- Email hosting with Office365 Apps
- Features for video conferencing
- Software integration options
Cons
- The Unite plans offer unlimited calls and messages, but this is based on a fair use policy which is essentially average usage across all their business customers.
- It also prohibits excessive calling due to auto dialing, message blasting, and certain telemarketing activities.
- A couple of features require additional monthly fees.
Editorial Verdict
Intermedia features a unified communications system with a cloud-hosted PBX phone system, file management, video conferencing, chat, and screen sharing. Email hosting is also offered with Office365 applications.
Good User Interface
Graphic Engineer
Pros: Click to Call action
Cons: Chrome web app doesn't support Microsoft Edge
Overall Experience:
The user interface is simple and easy to understand and navigate.
No indications for Incoming and outgoing calls
Financial Risk Manager
Pros: VoIP Features
Cons: Implementation is complex sometimes
Overall Experience: The User Interface permits robust change management. Recent calls do not indicate which calls were incoming and outgoing; there are no text threads, and there is no choice to switch to a direct number and make a call unless we use the settings online, change them, and then try to make the call.
Auto-attendant eases FAQ reception
Chief Information Security Officer
Pros: The customer service is fast
Cons: Continuous internet feed is needed
Overall Experience:
The Auto-attendant feature simplifies FAQ-style reception, giving staff sufficient time to focus on other essential tasks. However, many insights into possible data availability are presently lacking.
Easy-to-configure features.
Chief Information Security Officer
Pros: Ton of features.
Cons: No issues till now.
Overall Experience: Intermedia is one of the best platforms I've used in years. It's got a ton of features, tons of additional services and offers a great price point. I am excited to see what they have planned for the future!
User-friendly Software
Network Administrator
Pros: Good technical support
Cons: Mobile App requires initial syncing of contacts
Overall Experience: The software is user-friendly, and the voicemails can be transcribed and sent through email. Answering calls from a mobile device is difficult. I was unable to receive the call and had to call back.
Implementation is complex, but the product is good.
Marketing Manager
Pros: User Friendly
Cons: Mobile app is required for importing and initial syncing contacts
Overall Experience:
The application has features allowing me to work remotely using mobile devices, connect with people at my office, and stay in touch. Sometimes, it does not work well on mobile data. It would be great if the app could continue to improve to recognize and auto-switch the call from data to a cell phone call.
Auto attendant is good, but not working during travel
Graphic Engineer
Pros: Access Anywhere
Cons: Limited call monitoring features
Overall Experience:
I like the auto attendant feature. The mobile app is suitable for receiving calls, but sometimes, call quality on the app for iPhone versus the phone is way different. So, when traveling, it makes it harder to make and receive calls.
Shortage in call centre capability
Network Administrator
Pros: Easy configuration
Cons: Limited CRM integration capability
Overall Experience:
The ability to run multiple lines is reasonable. It has limited call monitoring features. Also, there is a shortage of call centre capability for call-based or customer-based issues.
Good onboarding process
Associate Development Manager
Pros: The features are suitable for small companies
Cons: Setting up greetings is difficult
Overall Experience:
The onboarding process is good and user-friendly. However, the login screen inserts random user credentials, and frequent password changes are needed.
Easy setup and installation.
Chief Information Security Officer
Pros: Price is competitive.
Cons: No issues till now.
Overall Experience: I was looking for a Cloud Communications service and I am so glad I chose Intermedia. The set up was quick and easy, they have an impressive set of features, and their customer service is also really good. On top of that, the price is competitive.
More precision is needed when providing online assistance
Application Developer
Pros: Accessibility from outside the office
Cons: Does not support Microsoft Edge
Overall Experience: The desk phones have good call quality and standard features. The online assistance could be more precise in moving through some screens to set up auto attendants and voicemails.
Delay in calls
Finance Manager
Pros: Versatility
Cons: Implementation is complex sometimes.
Overall Experience:
The customer service is good. It sometimes has delays and is static in some calls when the weather is bad.
Satisfied with the services.
Division Executive
Pros: Features are impressive.
Cons: Plans are slightly more expensive.
Overall Experience:
I have been using Intermedia for over few months now. The features are impressive and I love the additional hosted and cloud services that are offered. My only complaint is that the plans are slightly more expensive than I would like them to be.
Impressed with how affordable the plans are.
Network Administrator
Pros: Reasonable prices.
Cons: No issues till now.
Overall Experience:
I had no idea that Intermedia offered so many features. I also didn't know they were hosting or providing cloud services to any businesses. I was impressed with how affordable the plans were and how reasonable the prices were for all these extras.
Prolonged porting process
Human Resources Manager
Pros: New Chrome compatibility
Cons: Limited call monitoring features
Overall Experience: The setup and porting process were too long. The phones work well, but the call history is unavailable, so we need to log in to the website to get a call history.
