Intermedia Business Phone System Review

#3 in Business Phone Systems

Overview

Founded in 1995, Intermedia markets itself as a one stop shop for cloud business applications. The company employs more than 700 people and has offices located in California, New York, Seattle, London, Sydney, and St. Petersburg, Russia. Intermedia offers extensive cloud-based IT services including email, voice, instant messaging, conferencing, file syncing and sharing, etc. 

Intermedia also offers a wide variety of business phone system plans based on hosted PBX (private branch exchange). A hosted PBX differs from a traditional phone system as the hardware that handles routing and switching of calls is operated and maintained by the provider rather than housed on the business' premises. And, the phone system functionality is bundled with the phone service so businesses only have one entity to work with. Intermedia allows clients to cut their phone bills almost by half while providing better quality and dependable business phone systems.

Value

Intermedia offers attractive 0% financing on the hosted PBX phones. They also frequently run promotions to get free phones with purchase of your hosted PBX service. However, if you already have phones that work with the system, then you may opt to use your existing phones instead.

Standalone PBX Service - $30.99/month
Intermedia offers it's hosted PBX $30.99 per user per month. There is no set up fee and no contract or cancellation fee. Each user gets 1 direct dial number and extension, voicemail, follow-me as well as WebFax capability and unlimited calling within the US. Users receive a toll free conferencing bridge with 200 minutes and an automated attendant with menu options, hunt groups and call queuing included (many competitors charge extra for hunting and queuing). Customers can choose to add certain add-ons like additional phone numbers/fax lines, toll free numbers, and lobby phone.

"Office in the Cloud" Bundled Plans (PBX Service + additional features) 

If you're only in need of hosted PBX, then Intermedia's industry leading standalone PBX service offering will be your best bet. For consumers looking for additional functionality, Intermedia's combined services are worth considering. Their "Office in the Clouds" bundles  hosted PBX with 30 other business applications all accessible from a single control panel.

Intermedia's Everything ($54.99) and  Everything+ ($99.99) Office in the Clouds packages lets you integrate a host of essential business services into a single provider. This makes your network easier to manage and administrate, and increases productivity by providing a more seamless user experience for employees. Both plans include:

Email services: Microsoft Exchange and Pop Business Email
Back Up and File Sharing Services: SecuriSync and Outlook backup
Office 365
Skype for Business
Sharepoint
Email Archiving
Identity and Access Management
Private Cloud
SIP Trunking
Cloud Server
Web Hosting
Conferencing
Advanced Security
Mobile Apps for smart devices

For both Everything & Everything+ plans you must have a minimum of three mailboxes and can expand up to 50. For more than 50 mailboxes, contact the company for a custom quote.

Features

Intermedia's hosted PBX plan comes with all the industry standard features including voicemail, caller ID, call forwarding, music on hold, etc. The company also provides the following features as well:

Call Recording

Yes

eFax

Yes

Softphone

Yes (additional)

Voicemail to email

Yes

Toll free numbers

Yes (additional)

Call reports

Yes

Auto attendant

Yes

All page/Intercom

Yes

Custom messages

Yes

Custom hold music

Yes

Conference calling

200 toll-free minutes per month
Find me/follow me

Yes

Mobility

Intermedia's PBX plans offer desktop, mobile and web access. Users of the hosted PBX get access to a personal online portal. The company offers forwarding of desktop phones to mobile devices, as well as a softphone app that allows employees to use their company line through their smartphones.

Reliability

Intermedia is unsurpassed in the area of reliability as the company offers a "99.999% financially-backed service level agreement (SLA)." This means that the company stands behind it's ability to provide its enterprise customers with an extremely high uptime percentage. Intermedia guarantees that if you experience more than six minutes of downtime over the course of a year they will compensate you for it.

Customer Service

Intermedia scores higher than any business phone systems company on both reliability & support. Their 99.999% service level agreement coupled with 24/7 tech support ensures the system does the most important thing of all... it works. The company is consistently reviewed highly for its personal touch, concern of representatives, and ability to solve problems quickly.

Support/Customer Service

Phone Support Hours

24/7 with most plans*

US-based support

Company certifies all support staff are direct employees and speak English

Access to higher-level support

Upon request

Live chat

Yes

Email

Yes

*If your particular Intermedia plan does not offer 24/7 support you must call weekdays between 6am-8pm to talk to a live person.

In addition Intermedia offers an extensive online knowledge base, the ability to open support tickets through their website, and a 90-DAY review report to identify recurring problems. 

Integration

Intermedia is able to integrate with some of a given company's existing business software through its CallSpace app. In addition, the CallSpace dashboard for PC or Mac enables a user to see team availability and control their phone with their computer. Some of the programs CallSpace can communicate with include:

eAgent
Salesforce
Other CRM systems
Microsoft Outlook
Skype for Business

Conclusion

Intermedia's standalone hosted PBX plan is comparable in price to other quality providers in the industry & is an excellent choice for consumers.  

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