Intermedia, a leading UCaaS and business cloud email provider, recently announced the acquisition of the Telax brand. Telax is a cloud-based contact centre company based in Canada, which offers Contact Centre as a Service as its primary solution. Although the financial terms of the deal haven’t been disclosed, Intermedia believes that this acquisition is a crucial step forward in their growth. Additionally, the Intermedia company claim that the acquisition brings its annualised revenue up to $250 million.
The acquisition of Telax expands Intermedia’s position as a leader in cloud communications and collaboration solutions through the purchase of an immersive omni-channel CCaaS solution. For partners, it also means that there will be additional access to significant recurring revenue streams available through a combined UCaaS and CCaaS solution, or a CCaaS standalone offering.
Creating a New Combined Environment
The CCaaS and UCaaS solutions from Intermedia following the Telax acquisition will ensure that businesses can access the tools that they need with the same intuitive administrative hub, a full sales, and training strategy, and 99.999% (five nines) uptime guarantee. Additionally, the connected solutions come with access to J.D. Power-certified 24/7 tech assistance for Intermedia partners.
For end customers, the acquisition of Telax delivers an incredible all-in-one platform to better address the common needs of knowledge, contact centre, and frontline workers through a shared set of collaboration and communication tools for enhanced productivity and efficiency.
This combined offering is a powerful step forward for Intermedia at a time when Frost & Sullivan believe that the North American cloud contact centre environment is set to grow by $4.2 billion by 2022. CCaaS growth is expected to continue at an exponential rate in the years to come. The VP of Information and Communications Technologies at Frost and Sullivan, Elka Popova, said that the strategy is a “savvy move” for Intermedia as businesses continue to move their customer care, communications, and other workloads into the cloud at a brisk pace.
Companies today are increasingly looking for providers that can offer a fantastic one-stop-shop for all of their needs. Intermedia’s new acquisition and the integration of the Telax Contact Centre into its cloud portfolio will make the brand stand out in the current environment.
Welcoming Telax to the Intermedia Family
Over the years, Telax has emerged as an impressive competitor in the contact centre communications space, developing an exceptional pure-play solution for CCaaS, built on a proprietary platform. With world-class support, carrier-grade quality and more, the Telax cloud contact centre can serve companies from all industries and background with things like enhanced IVR, dynamic real-time reporting and dashboards, agent scheduling, skills-based routing and more.
Everything is available through an omni-channel environment that’s intended to improve contact centre productivity and enhance customer outcomes. Similar to Intermedia, Telax is highly invested in its partnerships, which strengthen the offering. Intermedia CEO, Michael Gold, said that the company is very excited to be welcoming Telax into the Intermedia family. As the company continues to accelerate its position of being a high-quality solution for cloud-based collaboration, communication, and contact centre services, the Telax acquisition adds another string to their bow.
For Intermedia, the acquisition is a natural next step in their growth strategy, providing an all-in-one reliable solution for CCaaS and UCaaS in the same place. Partners and customers will have access to one single provider, one bill, and one point of control, with no unnecessarily large costs or performance issues.
CEO of Telax, Koray Parmaks, noted that the idea of joining Intermedia to deliver world-class customer engagement offerings to businesses around the world is thrilling. Mario Perez, the founder of Telax, also added that the team would be bringing deep contact centre support with a proven track record of innovative technology into the Intermedia family. Telax is excited to deliver a fully-integrated CCaaS and UCaaS solutions to partners and customers alike.
What’s Next for Telax and Intermedia?
The combined product and development teams for Intermedia and Telax are currently working on integrating the CCaaS product so that partners and customers will be able to access it through a single control panel. Intermedia is also investing in helping Telax to enhance its CCaaS roadmap and deliver more exciting new capabilities to partners and customers.
According to Frost & Sullivan, an integrated environment of contact centre and cloud communications solutions from a single provider will help businesses to achieve greater agility and usability in the current climate. For channel partners looking to enhance their portfolio, this also creates a fantastic opportunity for growth.
