IT and Business Insights for SMB Solution Providers

Intermedia Acquires Cloud Contact Center Provider Telax

By bringing together UCaaS and CCaaS, Intermedia aims to offer businesses a more reliable, comprehensive customer engagement solution while giving channel pros a new revenue opportunity to pursue. By ChannelPro

Intermedia has acquired Telax, a Toronto-based cloud contact center as a service (CCaaS) software provider.

Financial terms of the deal were not disclosed, however, Intermedia has shared that this transaction brings annualized revenue to roughly $250 million.

Putvhasing Telax is designed to advance Intermedia’s position as a cloud communications and collaboration provider through the addition of an omni-channel CCaaS solution. For partners, it means access to additional recurring revenue streams through an integrated UCaaS/CCaaS solution or CCaaS standalone. There’s also access to the solutions that share the same administrative point of control; 99.999% uptime SLA; sales, marketing, training, billing, and taxation support; and J.D. Power-certified 24/7 technical assistance that come with Intermedia’s other offerings.

For end users, meanwhile, the acquisition provides access to a single platform that better addresses the needs of frontline, knowledge, and contact center workers through a common set of communications and collaboration tools that help drive greater efficiency and productivity.

The North American cloud contact center market is expected to grow to $4.2B by 2022, according to Frost & Sullivan.

“This is a very savvy move for Intermedia. Businesses continue moving their communications, customer care, and other software workloads to the cloud at a rapid pace, and they look for providers that can offer a one-stop shop for a broader scope of their needs. Intermedia’s acquisition and integration of Telax’s Cloud Contact Center into its communications cloud will do just that,” said Elka Popova, vice president of information and communications technologies at Frost & Sullivan, in a press statement.

Telax has grown in the contact center communications space by developing a pure-play CCaaS solution that is built entirely on a proprietary platform. Telax’s cloud contact center solution serves businesses of all sizes with enhanced interactive voice response (IVR), dynamic real-time dashboards and reporting, skills-based call routing, agent scheduling, support quality assurance, and more, all delivered through an omni-channel solution that improves contact center productivity and customer outcomes. Like Intermedia, Telax takes a partner-first approach, and includes CallTower, Telesystem, and NHC as part of its partner roster.

“We are extremely pleased to welcome Telax into the Intermedia family,” said Intermedia CEO Michael Gold, in prepared remarks. “As Intermedia continues to accelerate its intent of being a single provider of highly-reliable, highly-supported, and exceptional cloud-based Unified Communications, Collaboration, and Contact Center solutions, Telax is a natural next step to advance that service model. Customers and partners will now have all of their business communication needs provided through one common, highly-reliable UCaaS and CCaaS platform. That means one provider, one intuitive point of control, one bill, and one support team…but not the unnecessary high cost and performance hassle that frequently comes from having two separate cloud solutions.”

The assets that businesses need to maintain a competitive edge are continually changing, according to Telax CEO Koray Parmaks.

“As our contact center solution has become a strategic asset at the heart of so many businesses, the thought of joining Intermedia to bring world-class customer engagement solutions to business customers and the partners that serve them is thrilling,” he said in a media statement.

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