Every day, contact centers build up an encyclopedic amount of information on customers based on virtually countless interactions. This information is valuable for future interactions; it provides agents with more context and resources to provide better customer support in the future. To do so, however, the information needs to be readily accessible (regardless of what format it’s stored in). In many cases, businesses are required to preserve contact center interactions due to government regulations.
So, AI-powered collaboration solutions provider Intermedia Cloud Communications recently announced the launch of Intermedia Archiving for its omnichannel (phone, email, chat, SMS, and WhatsApp) cloud contact center solution. The goal is to help companies maintain and preserve their interactions with customers, whether it’s for regulatory purposes, agent training, sales and marketing, or dispute management.
Powered by Intermedia's foundational AI technology — Intermedia SPARK AI — Intermedia Contact Center helps businesses of all sizes to deliver more informed, responsive, and effective customer service, support, and sales - from wherever their team members may be located. The introduction of Intermedia Archiving for Contact Center now provides businesses with historical access to their contact center's omnichannel communications, automatically preserving call recordings, chats, SMS, voicemails, email, screen recordings, transcriptions, sentiment data and more, without requiring any user or administrative intervention once the service is activated.
The Intermedia Archiving solution retrieves communications from across different channels with the help of a contextual search engine. To help ensure security, data within the Archiving service is encrypted in transit and at rest, access management is governed by role-based access control, and businesses can choose the data retention period, with options up to 10 years.
“With the launch of Intermedia Archiving for Contact Center, our UC and CC customers now have more holistic access to a repository of critical business data that can not only spark more informed communication, but also helps identify trends and insights that lead to more thoughtful operational and strategic decisions,” said Irina Shamkova, Chief Product Officer at Intermedia. “And just as we do for our UC solution, we will offer 30 days of rolling retention for contact center data at no extra charge."
Edited by
Alex Passett
