Intermedia Review

flag 24/7 J.D. Power certified support
  • Complementary desktop & mobile app

  • Robust & advanced features

  • Financially backed 99.999% uptime SLA

  • Online backup and storage

Pros & Cons

  • 24/7 support that is J.D. Power certified
  • Quick setup even for users new to VoIP technology
  • Supported across multiple devices such as mobile, desktop & phone
  • Video conference calls
  • Some users have complained of call quality
  • Since it is internet based, there may be issues if your internet connection is weak
  • Complaints of inconsistent sound quality

Plans & Pricing

Intermedia has a number of products under its umbrella. The VoIP product is called Intermedia Unite® and is divided into two pricing plans which are billed based on the number of users under your plan.

Unite Pro

Intermedia Unite® features a full-featured business phone, web conferencing, file sharing and backup, and team chat. It comes with unlimited calling in the United States, Canada, and Puerto Rico. It also includes desktop and mobile apps, video conferencing for up to 100 attendees, 10GB of storage and file sharing and contact center features per user.

Unite Enterprise

This is the highest plan and is billed at $32.99 per user per month. It comes with the same features as the Unite plan but includes an Exchange mailbox, a larger conference call capacity (200 attendees), and advanced integrations with popular applications.

Intermedia also has additional plans for businesses that have standardized on Microsoft Teams starting at $15.99.

The pricing for their plans are aligned with many other unified communications providers in the market but they also provide the following features:

  • Free phones or headsets for every user
  • 99.999% financially backed uptime SLA
  • 24/7 J.D. Power certified support

Unite Pro
$27.99/month
Unite Enterprise
$32.99/month

Overview

Intermedia is a cloud communications company that helps over 120,000 businesses connect better – through voice, video conferencing, business email and productivity, file sharing and backup, security, archiving and more. The unified communications product is called Intermedia Unite® which comes in a variety of pricing plans which are billed monthly per user.

Rating

  • "Ease of Use"
    7 /10
  • "Value For Money"
    9 /10
  • "Features"
    8 /10
  • "Help & Support"
    9 /10

Popular Hardware Options

Polycom VVX 250 Business IP Phone

Get reliable performance and a high sound quality with this Polycom phone. There are many features ideal for business workers, in addition to a 2.8″ color display, two Ethernet ports, and a USB port.

Yealink DECT IP Phone W60P

Best for small to medium businesses, this wireless phone system offers convenience along with many great VoIP features. Pair up to 8 phones to this system for up to 8 concurrent calls. In addition, there is a 2.4″ interactive color screen, headset connection, wall mount, and 30 hours of talk time on a single charge.

Polycom Soundstation IP 5000

Enjoy crystal clear calls on this conference phones. Featuring Polycom HD Voice™ technology, this phone is ideal for small conference rooms of up to 6 participants. Features include advanced call handling, security, and more.

Features and Functionality

Intermedia Unite® is a cloud-based unified communications and collaboration platform that comes with a strong feature set that will help almost any business unlock productivity gains in its daily operations. It enables users to be more mobile, more productive, and share ideas and content through a single system.

Business Phone

Stay connected no matter where your office is. 90+ features, including HD voice & unlimited domestic calling (Canada, US and PR).

Video Conferencing

Securely engage with your customers from wherever with 720p HD audio/ video, screen sharing, and interactive presentation tools.

Team Chat

Breakaway from your inbox. Communicate with coworkers in real-time with individual and team chat.

File Management

Share and collaborate on files securely from any location. Full file management including real-time backup and restore.

Auto Attendant

Connect customers to the right person right away. Automatic greetings along with fast and efficient call routing based on your business hours.

Hunt Groups

Ensure customers reach your people quickly and efficiently. Route incoming calls to specific teams who share responsibility for answering them.

Presence

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

Integrations

Build greater efficiency into customer interactions. Integrate voice, video, messaging and contact center functionalities.

Administration

Sophisticated tools to onboard, customize, and manage users, services, and devices from a single easy-to-use portal.

Analytics

Actionable insights to inform administrator decisions. Gain insights on employee and system quality performance in real-time.

Exchange email

Intermedia offers Microsoft business exchange email as an add-on service to their customers. You’re able to get unlimited storage, free migrations, and 24/7 support.

Ease of Use

Before you install Intermedia Unite®, they will first ask you to run VoIP Scout on your network. It is a simple, free downloadable piece of software that lets you know if your network is ready for Unite. Not only does it make sure that you have the proper amount of bandwidth, but it tests your network for 3 days to detect any possible bottlenecks you are experiencing that might interfere with their high-quality VoIP audio.

Once it’s up and running, the product is simple to manage and make changes to. Many users have commented about the advanced features in the control panel being difficult to understand at first. This is to be expected when you’re trying to learn new software. Over time, it’ll become familiar to you.

Taken together, Intermedia Unite® isn’t any more difficult to set up than its competitors. In short, you can set it up yourself within a few minutes but if you need help there are tech support experts on call 24/7.

Customer Support

This is an area where Intermedia shines. Customers consistently praise the responsiveness and expertise of the support staff as well as their genuine willingness to help solve their problems. They also provide an online tool called the QoS dashboard, which allows you to see all the calls you’ve made and to see which ones might have had less-than-desirable audio or video. You can start to look for times of the day or even particular users who might be responsible for those issues. It will even tell you if the poor audio was actually the fault of the person on the other side of the call.

  • 24/7 Help & Support
    The company offers 24/7 help and support via phone and email.
  • Phone Support
    Phone support is available 24/7 for customers.
  • Live Online Chat
    Live chat is available but it’s for general inquiries. If you have a technical challenge you’ll be referred to the phone support team.
  • Email
    Email support is available to all customers 24/7.
  • Video Tutorials
    Video tutorials are available through the official support portal as well as YouTube.
  • FAQ
    It maintains a general FAQ as well as a comprehensive knowledgebase.
  • Blog
    Intermedia has a blog where they focus on company news, awards they’ve won, and general business and leadership tips.

Final Word

Intermedia Unite® is a fully featured unified communications and collaboration platform that serves the needs of small and medium businesses without a problem. They’ve been around for over two decades and in that time have set themselves apart with stellar customer support and a solid product. Setup is straightforward and once you’re done it’s possible to learn the inner workings of the app quickly. It comes right out the gate with all of the features you’d expect in a unified communications provider such as call forwarding, call waiting, and multi-device support. In addition to that, they allow you to send faxes, set up video conferences with up to 200 attendees, and transcribe voicemails directly to email. Taken together, it’s a solid solution that’s only slightly more expensive than its closest competition. If the added features are important to you then the price difference is negligible and you should take it for a spin and see for yourself.

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Daniel Ndukwu>
Daniel Ndukwu
author

Daniel is a small business owner at large helping his peers navigate the challenges they experience on a day to day basis. His philosophy is simple, if it isn’t broken you can still make it better.

We make the best effort to present up-to-date information; however, the terms of each offer can be revised according to the service provider’s discretion. The above shall not be considered as an expert or professional advice for any matter.

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