# Intermedia
*Also known as Intermedia*

- Website: https://www.intermedia.com
- Agent profile: https://directory.haycion.ai/agents/intermedia-com

> Intermedia provides cloud-based unified communications, collaboration, and productivity solutions for small businesses and partner ecosystems.

Intermedia is a cloud-first provider delivering integrated, secure communications and collaboration solutions for small businesses and their partners. The company offers a unified platform that combines voice and video communications, messaging, file management, data protection, and workflow automation with productivity tools. It supports small businesses, managed service providers, value-added resellers, and service providers, helping organizations streamline communications, simplify IT, protect information, and grow through accessible technology and robust support. With a broad partner network and ongoing emphasis on security, reliability, onboarding, and customer success, Intermedia focuses on delivering a complete, scalable solution for modern business communications.

**Mission:** To empower small businesses and their partners with comprehensive, easy-to-use, and secure cloud communications and collaboration tools that improve efficiency, protect data, and enable growth.

## Products & Services

### [Intermedia Unite](https://www.intermedia.com/products/unite)
*Platform*
Unified Communications Platform Integrating Voice, Video, and Collaboration Tools.

- **PBX phone system** — Consolidate Communication Channels
- **SIP trunking** — Enable Cost-Effective Voice Solutions
- **Unite AI** — Leverage AI for Enhanced Services
- **Company messaging** — Enhance Team Communication
- **File management** — Securely Share Files
- **Team chat and messaging** — Facilitate Real-Time Collaboration
- **Video conferencing** — Enhance Remote Collaboration
- **Toll-free calling** — Improve Customer Engagement

### [Intermedia Contact Center](https://www.intermedia.com/products/contact-center)
*Solution*
Enhance customer interactions with AI-driven insights and efficient omni-channel communication.

- **Intelligent routing** — Handle Interactions Efficiently
- **AI agent assist** — Support Agents During Interactions
- **AI interaction insights** — Provide Interaction Analysis
- **Omni-channel communications** — Route Interactions Across Channels
- **Reporting and analytics** — Track Performance Metrics
- **AI agent evaluator** — Evaluate Agent Performance
- **AI supervisor assist** — Guide Supervisors In Real-Time

### [SecuriSync](https://www.intermedia.com/products/securisync)
*Product*
Securely Manage, Share, And Collaborate On Files Across Teams.

- **Secure File Storage** — Protect Sensitive Data
- **File Sharing** — Easily Share Files
- **Comprehensive Backup** — Ensure Data Safety
- **Collaboration Tools** — Collaborate In Real-Time
- **Version Control** — Track Changes Effectively

### [Toll-Free Calling](https://www.intermedia.com/products/toll-free)
*Product*
Enhance customer satisfaction with accessible toll-free numbers.

- **No Cost to Customers** — Offer Free Calls to Customers
- **Advanced Call Management** — Manage Calls Effectively
- **Easy Setup** — Establish Toll-Free Numbers Easily
- **Comprehensive Reporting** — Gain Insights Through Reports
- **Professional Appearance** — Enhance Business Credibility

### [SIP Trunking](https://www.intermedia.com/products/sip-trunking)
*Product*
Streamline voice communications and reduce costs with Intermedia's SIP trunking service.

- **Reduced Costs** — Reduces Call Costs
- **Scalability** — Enables Flexible Scaling
- **Enhanced Reliability** — Delivers Reliable Connectivity
- **Simple Integration** — Seamlessly Integrates
- **Advanced Features** — Offers Advanced Calling Features

### [Microsoft 365](https://www.intermedia.com/products/microsoft365)
*Product*
Empowers businesses with essential productivity tools for collaboration and efficiency.

- **Productivity Apps** — Enhance Team Collaboration
- **Cloud Storage** — Access Files Anywhere
- **Email Hosting** — Secure Email Communication
- **Regular Updates** — Stay Up-to-Date
- **Integration with Other Tools** — Streamline Workflows
- **Customer Support** — Get Help When Needed

### [Copilot](https://www.intermedia.com/products/copilot)
*Product*
Enhance productivity with AI-driven insights and assistance.

- **AI-Powered Insights** — Utilize AI Insights
- **Seamless Integration** — Integrate With Existing Tools
- **Task Automation** — Automate Tasks
- **Document Management** — Manage Documents Efficiently

### [Backup for Microsoft 365](https://www.intermedia.com/products/microsoft365-backup)
*Product*
Safeguard your Microsoft 365 data with reliable backup and recovery solutions.

- **Comprehensive Data Backup** — Ensure Total Data Security
- **Effortless Recovery Process** — Streamline Data Restoration
- **Compliance Assurance** — Achieve Regulatory Compliance
- **User-Friendly Interface** — Simplify Backup Management

### [Exchange Email](https://www.intermedia.com/products/exchange-hosting)
*Product*
Secure and reliable email hosting for seamless business communications.

- **Email Hosting** — Facilitates Easy Collaboration
- **Email Protection Services** — Safeguards Against Threats
- **Data Protection** — Protects Sensitive Information
- **Outlook Integration** — Streamlines Email Management
- **Backup Solutions** — Ensures Data Recovery

### [Outlook Backup](https://www.intermedia.com/products/outlook-backup)
*Product*
Protect your email data seamlessly and ensure business continuity with Outlook Backup.

- **Mailbox Data Protection** — Protects Your Email Data
- **Easy Restoration** — Restores Quickly
- **Cloud-Based Solution** — Access from Anywhere
- **Automated Backups** — Automates Data Protection

### [Email Protection](https://www.intermedia.com/products/intermedia-email-protection)
*Product*
Defend Against Email-Borne Threats Effectively.

- **Threat Detection** — Detects And Mitigates Threats
- **Data Loss Prevention** — Prevents Information Leaks
- **Email Encryption** — Encrypts Sensitive Emails
- **Customizable Security Policies** — Customizes Security Measures
- **User-Friendly Interface** — Simplifies Management

### [Email Encryption](https://www.intermedia.com/products/email-encryption)
*Product*
Secure Your Emails With Robust Encryption.

- **Message Security** — Safeguard Sensitive Data
- **Enforced Encryption Policies** — Automate Encryption
- **Compliance Support** — Ensure Legal Compliance
- **User-Friendly Integration** — Easy Implementation

### [Intermedia AI](https://www.intermedia.com/products/ai)
*Product*
Empower Your Communication With Integrated AI Solutions.

- **AI Interaction Insights** — Enhance Customer Understanding
- **AI Agent Assist** — Improve Agent Efficiency
- **AI Supervisor Assist** — Facilitate Performance Management
- **AI Agent Evaluator** — Streamline Performance Reviews

### [AI Agent | Receptionist](https://www.intermedia.com/products/ai-agent-receptionist)
*Product*
Enhance efficiency and customer experience with an AI-driven receptionist.

- **Front-Desk Interaction Management** — Streamlines Call Handling
- **24/7 Availability** — Ensures Constant Accessibility
- **Inquiry Triage** — Prioritizes Important Inquiries
- **Integration with Unified Communications** — Facilitates Cohesive Workflows
- **Customizable Responses** — Delivers Personalized Interactions

### [Intermedia for Teams](https://www.intermedia.com/products/teams)
*Product*
Integrates Microsoft Teams with Intermedia's solutions for enhanced collaboration.

- **Seamless Microsoft Teams Integration** — Enhances Collaboration
- **Unified Communications Support** — Centralizes Communication
- **Enhanced Security Features** — Protects Data
- **Robust Support and Onboarding** — Facilitates Easy Adoption

### [Intermedia Archiving](https://www.intermedia.com/products/intermedia-archiving)
*Product*
Ensures secure data retention and eDiscovery compliance for businesses.

- **Regulatory Compliance** — Achieves Compliance Standards
- **eDiscovery Support** — Streamlines Data Retrieval
- **Secure Data Management** — Secures Sensitive Information
- **Scalable Solution** — Adapts to Business Growth

### [Integrations](https://www.intermedia.com/integrations)
*Product*
Enhance productivity by connecting different applications seamlessly.

- **Third-Party App Integrations** — Streamlines Business Operations
- **APIs for Custom Integrations** — Facilitates Custom Development
- **User-Friendly Interface** — Simplifies Management
- **Cross-Platform Compatibility** — Enhances Accessibility

### [APIs](https://www.intermedia.com/integrations/apis)
*Product*
Enable custom integrations with a comprehensive API platform.

- **Custom Integrations** — Build Custom Solutions
- **Robust Security** — Secure Data Handling
- **Comprehensive Documentation** — Easy Implementation
- **Scalability** — Supports Growing Businesses

## Market Segments

- **Unified Communications as a Service (UCaaS)**: Capabilities that provide cloud-hosted voice, video, team chat, and collaboration with PBX, SIP trunking, toll-free calling, and platform integrations for small and distributed businesses.
- **Contact center as a service (CCaaS)**: Omni-channel customer engagement and agent enablement that include intelligent routing, real-time AI assistance, interaction analytics, and supervisor tools to improve contact center performance.
- **Cloud backup and recovery**: Backup, archival, and restore capabilities for SaaS and mailbox data that ensure business continuity, fast recovery, and scalable retention for compliance and operational resilience.
- **Email security and compliance**: Email-focused defenses and compliance functions including threat detection, enforced encryption, data loss prevention, eDiscovery, and retention to protect sensitive communications.
- **Communications APIs and integrations**: APIs and integration capabilities that enable developers and partners to extend communications, embed workflows, and connect Intermedia services with third-party apps and automation platforms.

## Ideal Customer Profiles

### Growth Oriented Small Businesses
Small businesses seeking a secure, integrated cloud communications platform.
- Industry: Technology, Professional services, Retail, Healthcare
- Geography: Global
- Pain points: In-house IT complexity; multiple vendors; data protection and compliance; remote work enablement; rising costs
- Business goals: Streamline communications; reduce IT overhead; improve security; enable scalable growth
- Positioning: A secure, cloud-based unified communications platform with AI-assisted productivity and integrated data protection for small businesses seeking simplicity and growth.

#### Persona: IT Administrator
- Needs: Single pane of management, security controls, reliable backups
- Goals: Reduce IT complexity, maintain uptime
- Challenges: Managing multiple vendors, limited staff
- Pain points: Siloed tools, manual maintenance
- Solution: Consolidated UC, security, and archive tools with automated tasks and APIs to simplify administration

#### Persona: Operations Manager
- Needs: Workflow automation, reliable collaboration
- Goals: Improve productivity, faster onboarding
- Challenges: Siloed tools; user adoption
- Pain points: Inconsistent processes; training overhead
- Solution: AI-assisted insights and automation, integrated file sharing and communication tools

#### Persona: Small Business Owner
- Needs: Cost control, dependable vendor support
- Goals: Grow business, simplify IT
- Challenges: Limited IT resources; vendor management
- Pain points: High IT overhead and security concerns
- Solution: All-in-one platform with security and reliable support to simplify IT

### Technology Channel Partners
Technology partners delivering IT solutions to SMBs needing integration and security.
- Industry: IT services, MSPs, VARs
- Geography: Global
- Pain points: Need for scalable APIs; multi-tenant support; partner enablement; differentiation
- Business goals: Expand partner ecosystem; increase recurring revenue; deliver integrated solutions
- Positioning: Partners can extend unified communications with scalable APIs and AI tools, delivering secure, integrated SMB solutions.

#### Persona: Channel Partner Manager
- Needs: Co-branding resources, partner enablement, training materials
- Goals: Grow partner program and pipeline
- Challenges: Getting partners to adopt APIs; training
- Pain points: Limited marketing assets; inconsistent onboarding
- Solution: APIs and Integrations enable rapid solution development for SMBs; AI insights to optimize partner performance

#### Persona: Solutions Architect
- Needs: Comprehensive documentation, scalable architecture
- Goals: Deliver robust integrations for clients
- Challenges: Learning curve with APIs; complex ecosystems
- Pain points: Fragmented tooling; integration gaps
- Solution: APIs and Integrations for custom builds; Copilot for design insights

#### Persona: Procurement Lead
- Needs: Licensing options, total cost of ownership
- Goals: Maximize margins; ensure reliable vendors
- Challenges: Pricing complexity; vendor consolidation
- Pain points: Unclear ROI; vendor risk
- Solution: Unified platform with scalable APIs and predictable licensing

### Compliance And Security Focused SMBs
SMBs in regulated industries needing data protection and eDiscovery.
- Industry: Legal, Healthcare, Financial Services, Public Sector
- Geography: North America and Europe
- Pain points: Regulatory compliance requirements; data retention; risk of data loss
- Business goals: Ensure compliance; minimize risk; quick access to archived data
- Positioning: Secure data protection, encryption, and compliant archiving solutions that simplify regulatory obligations for regulated SMBs.

#### Persona: Compliance Officer
- Needs: Regulatory guidance, audit trails
- Goals: Maintain compliance, reduce penalties
- Challenges: Keeping up with changing regulations
- Pain points: Manual processes; complex controls
- Solution: Email encryption and protection, archiving with governance and eDiscovery features

#### Persona: IT Security Manager
- Needs: Threat prevention, data loss prevention, secure backups
- Goals: Protect data; detect threats
- Challenges: Managing regulatory mapping
- Pain points: False positives; complexity
- Solution: Email protection, email encryption, backup and archiving with governance

#### Persona: Legal Counsel
- Needs: Data retention policies, quick eDiscovery
- Goals: Legal compliance; timely retrieval
- Challenges: Access controls; data privacy
- Pain points: Delayed data access; audit trails
- Solution: Intermedia Archiving and eDiscovery support (via archiving and governance features)

### Contact Center And Customer Experience Leaders
SMBs aiming to optimize customer interactions across channels.
- Industry: Retail, Healthcare, Financial Services, Hospitality
- Geography: North America
- Pain points: Omni-channel routing inefficiencies; long wait times; agent coaching gaps
- Business goals: Improve CSAT; reduce handle time; increase throughput
- Positioning: A cross-channel contact center platform with AI powered insights and seamless integration to elevate customer experiences.

#### Persona: Contact Center Manager
- Needs: Routing controls, performance dashboards, coaching tools
- Goals: Improve CSAT, reduce costs
- Challenges: Channel fragmentation, uneven agent performance
- Pain points: Inconsistent experiences across channels
- Solution: Intermedia Contact Center with intelligent routing and analytics; Unite for unified communications

#### Persona: Agent Supervisor
- Needs: Real-time guidance, performance metrics
- Goals: Improve agent performance
- Challenges: Monitoring across channels
- Pain points: Limited visibility into interactions
- Solution: AI agent assist, AI interaction insights, reporting and analytics

#### Persona: Operations Manager
- Needs: Unified tools for customer journeys
- Goals: Improve customer journey; reduce handoffs
- Challenges: Siloed data; inconsistent workflows
- Pain points: Slow response times; poor routing
- Solution: Omni-channel routing, AI insights, and integrated communications