Intermedia Cloud Communications has been named a Leader in the Aragon Research Globe for the Intelligent Contact Center for SMB, 2025. With AI reshaping customer interactions, Intermedia is making intelligent automation and omnichannel engagement more accessible to SMBs — not just large enterprises.

Aragon Research evaluated 10 major providers, assessing their innovation, execution and ability to help businesses modernize customer engagement. Intermedia secured its Leader placement for its Intermedia SPARK AI suite of features, seamless Microsoft Teams integration and sophisticated cloud PBX and unified communications solutions — helping businesses streamline operations, optimize workflows and leverage AI-driven automation to enhance customer interactions.

"AI is transforming customer engagement, and Intermedia is making these innovations both accessible and impactful for SMBs," said Jim Lundy, founder and CEO, Aragon Research. "With AI-powered capabilities, Microsoft Teams integration and a unified communications experience, Intermedia aims to help businesses modernize how they connect with customers."

More Than a Contact Center — A Smarter Way to Engage Customers

A modern contact center isn't just for large enterprises or high-volume call centers — it's about equipping businesses of all sizes with tools that improve customer engagement, streamline communication and enhance responsiveness. Intermedia's AI-powered platform helps businesses:

• Optimize workflows — Automating notifications, managing inquiries and helping to ensure that no task slips through the cracks.
• Engage customers seamlessly — Across voice, chat, SMS, email and social platforms, all from one system.
• Gain actionable insights — Leveraging AI to track trends, sentiment and service quality for smarter decision-making.

These capabilities help SMBs operate more efficiently, improve customer experiences and uncover insights that drive business growth.

AI-Powered Features That Drive Business Success

Intermedia's transformational — and growing — SPARK AI suite of features brings intelligence to every customer interaction:

• AI Agent Assist — Equips agents with instant summaries of previous customer interactions and relevant company knowledge to speed up issue resolution.
• AI Evaluator — Streamlines quality assurance with grading templates, interaction analytics and collaboration tools to enhance coaching and improve agent performance.
• AI Interaction Summary — Reduces administrative workload by generating real-time conversation summaries for easy reference.
• AI Sentiment Analysis — Tracks customer emotions throughout interactions, providing insights to improve service and responsiveness.
• AI Transaction Redaction — Automatically removes sensitive data from transcripts, to help ensure security and compliance with industry regulations.

Seamless Integration Across Business Tools

Expanded Microsoft Teams integration enables businesses to handle customer interactions directly within Teams, seamlessly connecting with Intermedia’s Unified Communications and Contact Center solutions. With AI-powered insights, sentiment analysis, advanced call routing, and real-time analytics, businesses can improve responsiveness and collaboration across their communications platform.

Seamlessly integrated with business-critical applications, Intermedia's Contact Center and Unified Communications solutions work across Google Workspace, Slack, Salesforce, Zendesk, Zoho, major EHR platforms and payment systems, ensuring businesses can centralize interactions and drive productivity across teams.

Advanced archiving helps businesses securely retain and manage customer communications across voice, chat, and email, ensuring compliance while enabling AI-driven analysis to uncover trends, service opportunities, and deeper customer insights.

Reliability and Support Businesses Can Trust

Intermedia's cloud communications platform is built for reliability and ease of use, backed by:

• 99.999% uptime service level agreements — enabling businesses to stay up and running.
• J.D. Power-certified technical support — delivering best-in-class service.
• A partner-first approach — supporting 7,500-plus resellers, agents and service provider partners with a comprehensive set of sales, training, onboarding and marketing resources.

"Being named a Leader by Aragon Research validates our mission to make AI-powered customer engagement simple, effective, and accessible to SMBs," said Michael Gold, CEO, Intermedia. "Businesses today need smarter ways to communicate and our solutions help them do just that — without added complexity."