Intermedia Intelligent Communications has announced that it has earned its ninth J.D. Power Certification for delivering an Outstanding Assisted Technical Support experience for customers in North America.

Intermedia first achieved this certification in 2016, when it became the only cloud communications provider to have met the J.D. Power Certified Assisted Technical Support Program standards. This latest certification reflects nearly a decade of recognized performance and reinforces Intermedia's longstanding commitment to providing responsive, knowledgeable and dependable support to businesses of all sizes.

As part of the 2025 certification process, Intermedia completed both the evaluation phase — an expert audit of its support operations, tools and customer-care practices — and the customer research phase, which measures satisfaction through J.D. Power's Voice of the Customer survey. The evaluation phase covers best practices employed by verified top performers in dozens of categories. It involved the review of hundreds of process documents, dozens of interviews, observations, technology use reviews and focus groups among other assessment techniques to ensure that Intermedia is executing these practices consistently. Meanwhile, the customer research phase measures how customers feel about their experience and also gathers diagnostic information on how organizations operate and interface with customers. The benchmark is made up of dozens of software companies from across a wide variety of industries. Intermedia's customer satisfaction is then compared against the benchmark and against the performance of verified top performers. Meeting these standards of excellence highlight Intermedia's consistent ability to meet customer needs and perform at a level aligned with top service organizations.

Additionally, Intermedia's measured Net Promoter Scores (NPS), which consistently exceed 80 (compared to the SaaS industry average of 361), further reinforces the company's ongoing investment in delivering a reliable and straightforward customer support experience.

With a comprehensive, AI-powered communications, collaboration and customer engagement portfolio that includes voice, video conferencing, chat/SMS, contact center, archiving, email, file sharing and backup, security and more, Intermedia helps businesses and channel partners simplify IT, strengthen collaboration and enhance customer engagement — all backed by its Worry-Free Experience and financially backed 99.999% uptime service level agreements (SLAs).

"Our ninth J.D. Power certification reflects the dedication and deep expertise of our exceptional support teams," said Urvashi Sheth, chief customer officer, Intermedia. "As our platform continues to evolve — including with new AI-powered capabilities — our commitment remains unchanged: to deliver the highly reliable service our customers and partners depend on every day."

"Intermedia's ability to consistently meet the standards of the J.D. Power Certified Assisted Technical Support Program demonstrates an ongoing commitment to operational excellence," said Mark Miller, practice leader, customer service advisory, J.D. Power. "Their consistency over time, and across a growing product set, continues to set them apart among cloud communications providers."