Name: Intermedia Business Communications
Brand: Intermedia

Question 1

What is Intermedia Unite and what does the platform include?

Accepted Answer

Intermedia Unite is a cloud unified communications platform that delivers phone, video conferencing, chat, SMS, file sharing, file backup, and screen sharing under a single flat per-user monthly rate — with no hardware to buy, manage, install, or replace. The platform includes 90+ enterprise-grade calling features: call queues, auto attendants, ring groups, call recording, voicemail transcription, visual voicemail, advanced call handling, and a mobile app that delivers the full phone system experience from any device. Unite integrates natively with Google Workspace, Microsoft 365, Salesforce, and a broad range of business applications. Intermedia backs Unite with a financially-backed 99.999% uptime SLA — one of the only UCaaS vendors to attach financial penalties to its uptime commitment rather than service credits alone. A free desk phone or headset is included with each license, eliminating the hardware procurement process. No long-term contracts are required, though multi-year terms are available. Intermedia reports customers save up to 50% on monthly phone bills compared to traditional phone services when consolidating to Unite.

Question 2

How does Intermedia Contact Center work and what makes Dynamic Notifications different?

Accepted Answer

Intermedia Contact Center is an omnichannel CCaaS add-on to Unite — delivering voice, chat, SMS, and email queues with intelligent routing, self-service IVR, real-time dashboards, QA features, and reporting. Low or no implementation fees differentiate Intermedia Contact Center from enterprise CCaaS platforms that require multi-month professional services engagements before going live. Dynamic Notifications is a standout outbound capability: organizations can send automated outbound voice calls, SMS messages, and emails to customers at scale — appointment reminders, payment notifications, prescription refill alerts, service updates, or marketing campaigns — from the same platform used for inbound contact center operations. For automotive dealerships, Dynamic Notifications drives service appointment scheduling and follow-up without a separate marketing automation tool. For healthcare practices, it handles appointment reminders, bill payment prompts, and prescription pickup notices. The unified inbound/outbound platform means agents, supervisors, and administrators operate in a single interface rather than managing separate systems for inbound ACD and outbound campaigns.

Question 3

What healthcare-specific capabilities does Intermedia offer?

Accepted Answer

Intermedia's healthcare capabilities go beyond HIPAA compliance into active EHR workflow integration. Patient Assist automatically pops the relevant patient record from the EHR when an inbound call arrives — identifying the patient by Caller ID and surfacing their chart in Epic, Cerner, MEDITECH, Allscripts, Athenahealth, eClinicalWorks, or NextGen Healthcare before the call is answered. This eliminates the manual lookup step and reduces average handle time for clinical front desk staff. Patient Notify delivers automated reminders for appointments, outstanding bills, and prescription pickups via outbound voice, SMS, or email through Dynamic Notifications. Patient Engage provides a self-service IVR layer allowing patients to confirm or reschedule appointments, pay bills, and request prescription refills without reaching a live agent — reducing inbound call volume for routine transactions. All of these capabilities operate within Intermedia's HIPAA-compliant environment with Business Associate Agreement (BAA) support. The combination of EHR integration, automated outreach, and HIPAA-compliant communications infrastructure makes Intermedia one of the more operationally complete UCaaS/CCaaS options for medical practices, hospital systems, and specialty care organizations.

Question 4

How does Intermedia integrate with Microsoft Teams and what happens if Teams goes down?

Accepted Answer

Intermedia's Communications Within Microsoft Teams integration embeds the full Unite phone system — calling, SMS, advanced call handling — directly inside the Teams interface, delivering a one-app experience without switching between applications. Unlike Microsoft's native Calling Plans or Direct Routing configurations that make Teams the only voice path, Intermedia's integration maintains an independent voice infrastructure: if Teams experiences an outage, the Intermedia UC mobile app automatically serves as a fallback, ensuring employees can continue making and receiving business calls. This architectural separation is material for organizations in regulated industries where communications continuity is an operational requirement. The integration is available without requiring additional Microsoft Calling Plan licenses, which is a cost consideration for large deployments. For K-12 school districts and higher education institutions, the Teams integration aligns with existing Microsoft 365 campus deployments while adding enterprise telephony capabilities that Microsoft's education licenses do not include. Intermedia is also available through TIPS-USA and NY OGS purchasing cooperatives — enabling public school districts to procure through existing cooperative purchasing contracts without a separate RFP process.

Question 5

What compliance certifications and archiving capabilities does Intermedia provide?

Accepted Answer

Intermedia holds SOC 2 Type II and SSAE 16 Type II independent audit certifications, and the platform supports compliance with HIPAA, GDPR, FINRA, SEC, NASD, PCI-DSS, ECPA, SOX, ABA, and RPC — covering the major regulatory frameworks for healthcare, financial services, legal, and education organizations. The seven-pillar security framework covers encryption and access control, automated backups, endpoint protection, identity protection, infrastructure security, privacy and data control, and security management. Intermedia Unite Archiving captures and retains conversations across chat, SMS, voice, and email — fully searchable and retrievable for compliance review, audit response, or litigation support. The legal hold feature preserves specific communication records and prevents deletion while litigation or regulatory investigation is pending. For financial services firms subject to FINRA, SEC, and NASD recordkeeping requirements, Unite Archiving provides the retention and retrieval infrastructure required for broker-dealer and registered investment advisor compliance. For legal firms, archiving combined with Clio and AbacusNext billing integration (auto-populating billable time from call records) and protection of personal mobile numbers from client visibility creates a practice-specific compliance and productivity stack.

Question 6

What verticals is Intermedia specifically designed for and what are the go-to-market options?

Accepted Answer

Intermedia is designed with deep vertical specialization in five segments: Healthcare (EHR integration with 7 major platforms, Patient Assist/Notify/Engage, HIPAA BAA), Financial Services (FINRA/SEC/NASD/SOX archiving and compliance, PCI-DSS), Legal (billable time auto-capture from Clio and AbacusNext, legal hold, client number privacy), Automotive (Dynamic Notifications for service scheduling and follow-up, mobile sales staff support), and K-12 and Higher Education (Teams integration, cooperative purchasing through TIPS-USA and NY OGS, archiving for school communications). For partners and resellers, Intermedia offers three go-to-market models: Agency (Intermedia bills the customer, partner earns commission), Resell (partner owns the customer relationship and billing), and Billing on Behalf (partner manages billing with Intermedia infrastructure). A Deal Registration program protects registered opportunities. White-label materials with partner co-branding are available across all go-to-market models. The 4X Evergreen Up-front SPIFF (through December 31, 2026) applies to new customers including add-on orders.

Question 7

Does going through Fibi change my Intermedia contract or pricing?

Accepted Answer

No. Your contract is with Intermedia — Fibi is not a party to it. Intermedia maintains the same base pricing whether you engage through a direct Intermedia representative or through an independent advisor like Fibi. In practice, Fibi typically achieves equal or better pricing through volume relationships and by presenting Intermedia alongside competing UCaaS and CCaaS platforms (RingCentral, 8x8, Zoom, Nextiva, GoTo) to create competitive context. Intermedia's advisory is funded by a commission Intermedia pays from their existing sales budget — it does not appear on your invoice. For organizations evaluating UCaaS with specific vertical compliance requirements (healthcare EHR integration, financial services archiving, legal billable time capture), Fibi can structure a side-by-side comparison that accounts for the total cost of compliance — not just per-user licensing.

Aspect	Intermedia Direct	Intermedia Through Fibi
Pricing	Standard list rates	Volume-negotiated — equal or better
Platform comparison	Intermedia portfolio only	Intermedia vs RingCentral, 8x8, Zoom, Nextiva, GoTo side by side
Quote turnaround	3–10 business days	24–48 hours across all relevant platforms
Contract support	Intermedia account executive	Independent advisor representing you
Vertical fit analysis	Intermedia healthcare/legal focus	Cross-vendor compliance stack comparison included
Post-go-live support	Intermedia 24/7 support	Fibi escalation + Intermedia 24/7 support
Advisory fee	N/A	$0 — carrier-funded
Hardware	Free device included per license	Same — free device per license confirmed

Intermedia —
UCaaS, CCaaS & Compliance-First Communications

Intermedia Platform Services

Intermedia Unite — UCaaS · 90+ Features · Free Device · 99.999% SLA

Intermedia Contact Center — Omnichannel CCaaS · Dynamic Notifications

Unite Archiving — Legal Hold · ECPA · SOX · FINRA · ABA Compliance

Communications Within Microsoft Teams — Fallback via Mobile App

Healthcare Suite — Patient Assist · Patient Notify · Patient Engage · 7 EHR Integrations

Legal Suite — Billable Time Capture · Clio · AbacusNext · Legal Hold

SIP Trunking — High Availability · Premises PBX Support

SecuriSync — Secure Cloud File Management · Anti-Malware · Antivirus

AI-Powered Collaboration — Content Creation · Data Insights

Security — SOC 2 · SSAE 16 Type II · Seven Pillars Framework

Vertical-Specific Capabilities

Healthcare

Financial Services

Legal

K-12 & Higher Education

Who Intermedia Serves Best

Healthcare, Veterinary & Life Sciences

Financial Services & Legal

Education, Automotive & Retail SMB

Regulatory Framework Coverage

Intermedia Direct vs. Intermedia Through Fibi

Common Questions About Intermedia

Ready to Explore Intermedia for Your Business?

Intermedia —UCaaS, CCaaS & Compliance-First Communications