INTERMEDIA CONNECT SECURITY and FEATURES

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REGULATORY COMPLIANCE

Intermedia ensures a commitment to security by meeting stringent industry standards, such as HIPAA for medical records, CPNI to protect user information, PCI-DSS to protect credit card information and SOC II audit to demonstrate our controls and processes are effective in minimizing risk and exposure to cloud stored data.

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PHYSICAL SECURITY- DATA CENTER

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Intermedia is hosted in geographically dispersed, highly secure and monitored datacenters by top tier certified providers. Each data center is SSAE 16 Type II compliant with verified levels of physical security.

Each of NEC world-class datacenters adheres to strict standards in physical security. Each datacenter is closely monitored and guarded 24/7/365 with sophisticated pan/tilt closed-circuit TVs. Secure access is strictly enforced using the latest technology, including electronic man-trap devices between lobby and datacenter, motion sensors and controlled ID keycards. Security guards are stationed at the entrance to each site.

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ENCRYPTION

Confidential conversations and shared proprietary presentations remain safe as Intermedia collaborative cloud solutions operate on highly secure cloud platforms backed by AES industry standard encryption.

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COLLABORATION SECURITY

Voice, Presence & UC offers a flexible, multi-tenant, feature rich, encrypted approach to communicating and collaborating, backed by around the clock customer support and system monitoring.

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CUSTOMIZED RECOVERY POINTS

Data retention and archiving based on customized recovery points and preset recovery times make use of two highly secure, compliant and energy efficient datacenters to store and protect hosted data and assets.

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TWO-FACTOR AUTHENTICATION FOR INTERMEDIA APPS

The Mobile App from Intermedia allows users to use their Unite business phone system while working remotely or while on the go. These apps require a login and password and also require 2-factor authentication for access.

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CALL CENTER FEATURES

Just a single unpleasant call experience can cause a customer to take their business elsewhere – and worse yet – post details about that experience online. Intermedia Unite Pro and Enterprise subscriptions make a direct and lasting impact on customer satisfaction by helping businesses to cut hold times, increasing call effectiveness, and improving your employees’ ability to resolve issues quickly.

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Plus, the Call Analytics and Reporting included with Unite gives your business the insights to make better staffing and coaching decisions for your employees - using real-time data to track employee and customer engagement activities.

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AUTOMATED ATTENDANT

Immediately answers and routes incoming customer calls to the right group, or to a specific agent.

• Answers and routes calls 24 hours per day, 7 days a week.

• Customized calendars for specialized routing according to business hours, holidays, special events, and more.

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​SUPERVISOR IN-CALL ASSISTANCE

Allows supervisors to monitor, assist or join ongoing calls in order to assist in coaching, and to enhance employee effectiveness as well as the customer experience.

• Monitor to listen to a live call

• Whisper to assist an agent without the customer hearing

• Barge to join a live call as a participant.

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TRACKING & ANALYTICS

Get a clear insight into the calling effectiveness and efficiency of individual employees, as well as the entire organization.

• Agent/Group Activity Reporting

• Historical Reporting and Report Scheduling

• Current Agent and Queue Status

• Real-time Call Statistics Dashboard suitable for both desktop and wallboard