Intermedia Cloud Communications has announced that Gagan Pabla has joined the company as its executive vice president of operations. In this role, Pabla will leverage his extensive cloud and telecommunications background to work collaboratively across numerous teams, including engineering, product, information security and client services, to help ensure that Intermedia's cloud communications platform is delivered with the reliability, availability, security and scalability to meet the growing needs of its customers and partners.

As businesses continue to shift to more permanent hybrid and remote work models, the ability to communicate and collaborate with team members, customers and vendors from anywhere becomes more critical and, with that, the confidence to know that the cloud communications tools that enable "anywhere work" to happen are available as expected. The appointment of Pabla to this new role to oversee operations and service availability of Intermedia's cloud solutions demonstrates the company's heightened commitment to delivering on its financially backed 99.999% uptime service level agreement (SLA) promise.

"I couldn't be more excited to join this incredible team at a time of accelerated growth," Pabla said. "Intermedia has everything it needs — the brilliant minds, the innovative spirit, the world-class products, service and support — to further elevate its path of success. As the company expands its presence around North America and the world, I look forward to working with the team here to make sure our partners and customers have the very best experience possible utilizing our solutions."

Pabla has 20-plus years of technical operating experience in both the telecommunications and cloud communications industries. Before joining Intermedia, he was the vice president of cloud operations at RingCentral, where he led a global team of nearly 200 individuals responsible for the 24/7 operation of the company's global UCaaS product. He also managed carrier services, fraud monitoring, tooling development and data analytics. Prior to that, Pabla spent six years at Cisco Webex, where he led a global team of several hundred individuals responsible for the operations and service delivery of the global Webex platform. Pabla also previously held technical operations leadership roles for Comcast and AT&T, where he led large teams responsible for monitoring, incident response, repair and remediation of multiple critical production and customer network services. Pabla earned his bachelor's degree from the University of Southern California and his master's degree from Barry University.

"We are thrilled to welcome Gagan to our team," said Michael Gold, CEO, Intermedia. "His extensive technical operations experience and leadership skills make him an ideal fit for this role. As more and more partners and customers turn to Intermedia for their voice, video, chat, contact center, email, file management and business productivity needs, we feel fortunate to have Gagan on the team to help make sure the availability and performance of our solutions are delivered at the highest levels."

In other news,  Intermedia has announced the launch of Intermedia Artificial Intelligence (AI) Interaction Summary, its latest solution to incorporate transformative AI technology. Developed for Intermedia's Intelligent Contact Center, AI Interaction Summary leverages generative AI and large language models (LLMs) to automatically create an accurate summary of each transcribed contact center call which is designed to speed up the close of each call, enable a representative to move to the next call more quickly, and provide supervisors with concise call synopses for coaching and training purposes. AI Interaction Summary is the most recent addition to Intermedia AI Interaction Analytics, a suite of solutions that leverage AI technology to automatically transcribe customer calls, caption calls, flag key words and phrases, and provide instant sentiment analysis of each call.

As businesses look to continually improve the customer experience, an essential element of that process is to identify areas of friction in the customer journey. AI Interaction Summary is designed specifically to address and alleviate common customer service pain points by delivering:

• Improved and accurate call notes — Contact center representatives are typically required to type up call notes at the end of each interaction. However, representatives may forget to prepare call notes or notes may contain errors or reflect the author's bias. With AI Interaction Summary, the summary of each transcribed call is automatically generated, creating a timely, accurate and impartial account of the interaction.
• Increased efficiency — Call notes take time to prepare, especially for customer interactions that are long and/or complex. AI Interaction Summary writes the summary of the transcribed call immediately so the representative can move on to assisting the next customer more quickly.
• Better coaching and training — Accurate, timely and summarized call notes from AI Interaction Summary allow supervisors more time for coaching, because they spend less time sifting through long call recordings or call transcriptions. Summaries are also more readily referenceable for future real-life scenario training.
• Happier customers — The customer's overall experience is made better when the representative readily knows what was discussed the last time the customer called. AI Interaction Summary does this by presenting the most recent prior interaction (subject to certain defined parameters) to the representative as the incoming call arrives, providing a historical summary that is easy to scan and understand, for more informed and responsive customer interactions.

Intermedia's AI Interaction Summary works seamlessly in the background of Intermedia Intelligent Contact Center to transcribe inbound and outbound calls, and then sends the transcriptions to a generative AI engine specifically trained to summarize contact center calls. Depending on service configuration, the summary is then delivered either to the supervisor only or to the supervisor and representative.

"Intermedia has a history of embedding AI into its solutions and is moving quickly to harness even more benefits from the latest advancements in generative AI," said Jim Lundy, founder, CEO and lead analyst, Aragon Research. "AI Interaction Summary is a perfect example of how AI can be used to create new efficiencies and productivity gains for any business while employing new technologies to further delight their customers."

"Generative AI is one of the most transformative technologies to appear in decades. At Intermedia, we believe the purpose of AI is not to replace people, but to help them be more productive, make more informed decisions, see new and useful insights, and ultimately help businesses achieve their goals more efficiently," Gold said. "Adding AI Interaction Summary to our existing suite of AI-powered services is another example of how Intermedia identifies opportunities for business improvement, and then develops and delivers the technologies that provide the solution. More are on the way."

Intermedia AI Interaction Summary is available directly to customers and through Intermedia's partner ecosystem as an add-on service for Intermedia Intelligent Contact Center.