Intelligent routing
Direct enquiries using queues, skills, availability and business rules so customers reach the right resource.
Customer experience technology
Cloud Contact Centre Solutions
Bring customer calls and digital conversations into one intelligent workspace—with clearer routing, agent tools and live management insight.
Greet Solutions delivers flexible cloud contact-centre technology powered by Intermedia. It can support voice-focused teams or bring voice, email, web chat and SMS together in one agent experience, with configuration shaped around your queues, service levels and customer journeys.
How we can help
Clear options, built around your organisation.
Live insight and reporting
Give supervisors visibility of queues, service levels, wait times, agent availability and customer outcomes in real time and historically.
Flexible working
Support contact-centre teams in the office, remotely or across multiple locations.
Omnichannel conversations
Bring voice, email, web chat and SMS into a consistent workflow so agents can serve customers through their preferred channel.
Real-time operations
See demand and team activity while it is happening.
Live dashboards help supervisors understand how many interactions are active or waiting, which agents are available and whether service targets are under pressure. Historical and custom reports make it easier to identify recurring peaks, staffing gaps and process friction.
Contact-centre capabilities
Tools for better customer service and clearer management.
ACD, IVR and queues
Automatic Call Distribution, interactive menus, business rules and queued callbacks organise demand and reduce unnecessary transfers.
Skills-based routing
Match each interaction to an appropriately skilled and available agent using routing rules designed around your operation.
Unified agent workspace
Agents can manage supported voice and digital interactions from one interface, with customer context available during the conversation.
Supervisor control
Monitor queues and agent status, review live service levels and use suitable monitoring or coaching tools when support is needed.
AI assistance and insight
Available AI tools can provide transcripts, summaries, sentiment, suggested responses, prior-call context and automated quality insight.
CRM and open APIs
Connect supported CRM and productivity applications or use available APIs to improve data flow and reduce repeated data entry.
Outbound engagement
Support proactive customer contact and campaign workflows, with additional multichannel outreach capabilities on suitable plans.
Security built in
The underlying Intermedia platform applies layered controls for user access, applications and cloud infrastructure.
Intermedia contact centre
See intelligent customer engagement in action.
Explore how Intermedia Contact Center uses interaction analytics to help teams understand conversations, improve agent performance and focus attention on the customer interactions that matter most.
What to expect
Practical support from first conversation onwards.
We’ll take time to understand the outcome you need, explain the available routes and help you make a confident decision.
- Voice-focused and omnichannel CCaaS options
- Concurrent licensing aligned to logged-in capacity
- Call recording, quality and AI tools
- Live dashboards and historical reporting
- Remote deployment and flexible agent working
- Migration planning, training and ongoing Greet support
Performance and quality
Turn customer activity into practical decisions.
Track service level, answer rate, waiting time and handling time across teams and queues. Depending on the selected service, AI-powered analysis can help search interactions by topic, keyword or sentiment and focus quality reviews on the conversations that matter.
Platform features are based on current Intermedia product information and vary by licence, channel and configuration.
Common questions
Helpful answers before we talk.
Can a cloud contact centre support remote agents?+
Yes. Cloud platforms are designed to give authorised agents and supervisors access from suitable internet-connected locations.
Can you review our current contact-centre costs?+
Yes. We can compare your present setup, requirements and likely future needs before recommending changes.
Do we need Greet Elevate to use the contact centre?+
Not necessarily. The Intermedia contact-centre platform can operate with Greet Elevate or, subject to design and compatibility, alongside another UCaaS or on-premises phone system.
Which customer channels can it support?+
Depending on the selected plan, supported channels can include voice, email, web chat and SMS. We will confirm the required channels and licence before preparing a proposal.
How does contact-centre licensing work?+
Intermedia offers concurrent licensing based on the maximum number of agents logged in at the same time. This can suit shifts, part-time teams and shared customer-service responsibilities.
What AI tools are available?+
Options can include live agent guidance, suggested responses, transcripts, summaries, sentiment, prior-call context, supervisor assistance and automated interaction evaluation. Availability depends on licence and service configuration.
Talk to Greet
Let’s review what would work for you.
Speak to our team about your current setup, challenges and next steps.