How to Build Your Own Intermedia Unite

Instant transcriptions of voicemail, video, and customer call recordings with flexible management options

Connect customers to the right person right away with automatic greetings and fast, efficient call routing based on business hours

Continue active calls on both Intermedia Unite Desktop and Mobile app as well as supported IP desk phones

User-controlled call forwarding to route calls to different devices or numbers

Park calls and allow any authorized user to pick them up from any phone

Synchronize meetings with calendar applications for seamless scheduling

Alternative video meeting view option for reduced screen space usage

International phone numbers allowing participants to join video meetings via traditional phone

High-definition audio for conference calls supporting up to 200 participants

Text-based communication between meeting participants during active video conferences

Securely capture and retrieve organization's calls, meetings, SMS, and chat conversations with easy search functionality

Archiving service seamlessly integrates with Unite and automatically captures chat, SMS, voice and meeting data

Archiving feature that indexes content and metadata allowing users to search millions of files with dozens of property filters

Support for FINRA compliance programs with optional WORM tamper-proof media storage

HIPAA-compliant security with Protected Health Information (PHI) protection and Business Associate Agreement (BAA) support

Contact center agents can log in and out of queues via desktop and mobile apps

Advanced call handling, routing, queuing, and supervisor features (monitor, whisper, barge) deliver better customer experiences

Configure and manage call queues with customizable wrap-up time and agent removal settings

Configure custom greetings for different call routing scenarios and business hours

Supervisor features including monitor, whisper, and barge capabilities for quality management and coaching

Streamlines routine and complex tasks including writing content, summarizing emails, translating text, solving problems, and generating code without leaving the Unite app

Automatically analyzes recorded calls and delivers a complete post-call package including transcription, sentiment, topic breakdown, and summary

AI-powered coaching tool for enterprise users to improve team performance

Automatically transcribes and summarizes meetings, delivering action items, key topics, and transcripts. Saves time, boosts engagement, and ensures clear next steps for every participant.

Surfaces recurring customer issues, sentiment shifts, and conversation patterns across calls. Equips managers to coach effectively, identify blind spots, and make data-driven decisions.

Actionable insights for administrator decisions with real-time employee and system quality performance metrics

Detailed call history and reporting for all communications

Quality of Service dashboard providing system performance metrics and insights

Dashboard tracking user adoption and utilization of Unite services

Configure conference bridges in Always On or Scheduled formats with customizable details like name, extension, and PIN

Secure file backup, sync and share with 50 GB per user in Pro plan and 200 GB per user in Enterprise plan

Know the real-time working status of teammates with real-time notifications such as Available, Unavailable, Busy, and more

Keep remote and in-office workforce connected by extending powerful collaboration capabilities to conference rooms

Enable SMS communication on your business number, allowing customers to communicate with your business through text messages

Real-time communication with direct, private, and public channels for unlimited conversations

Enable SMS and MMS communication from your main business number or toll-free number

Instant messaging without inbox clutter for team collaboration