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Intermedia is adding omnichannel cloud contact center as a service (CCaaS) to its UCaaS portfolio with the acquisition of Toronto-based Telax.
Financial terms of the deal were not disclosed, but Intermedia said this transaction brings its annualized revenue to about $250 million.
Intermedia said its acquisition of Telax advances its position as a cloud communications and collaboration leader through the addition of a “world-class omnichannel CCaaS solution.” For partners, it means access to additional, significant recurring revenue streams through an integrated UCaaS/CCaaS solution or standalone CCaaS, according to Intermedia.
Intermedia’s Michael Gold
Michael Gold, Intermedia‘s CEO, tells Channel Partners that UCaaS and contact center providers for the most part are separate and distinct, and the list of companies that offer both is short. And for those that have them together in one technology stack with one source for support and control, the list is even shorter, he said.
“Intermedia is offering that to partners,” he said. “In addition, Intermedia is a partner-first company with a reseller model, allowing partners to sell the product as their own to the point that they can even put their own brand on it. With Intermedia, partners get the platform at a wholesale price, and can package and price it however they want … and are responsible for marketing, sales, support and billing.”
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According to Frost & Sullivan’s recent analysis, the North American cloud contact center market is expected to reach $4.2 billion by 2022, with CCaaS adoption predicted to grow exponentially in the coming years.
Telax’s cloud contact center solution serves businesses of all sizes with enhanced interactive voice response (IVR), real-time dashboards and reporting, skills-based call routing, agent scheduling, support quality assurance and more. Like Intermedia, Telax said it takes a partner-first approach, and includes CallTower, Telesystem, and NHC as part of its partner roster.
“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,” said Koray Parmaks, Telax’s CEO.
The Telax and Intermedia product and development teams already are at work integrating the CCaaS product so customers and partners can access it through Intermedia’s single customer and partner control panels. Intermedia will also be investing in helping Telax accelerate its CCaaS roadmap to more quickly deliver new capabilities to meet the evolving needs of customers and partners. Telax’s current services will continue to be available with no interruption.