Intermedia today announced it has acquired Telax as part of an effort to extend its reach into contact center software delivered as a cloud service.
While Intermedia has established a significant presence in the channel as a provider of unified communications-as-a-service (UCaaS) offerings delivered via the cloud, the acquisition of Telax marks the first time Intermedia is extending the scope of those offerings to now include a contact center-as-a-service (CCaaS) offerings, says Intermedia CEO Michael Gold.
Intermedia has been looking at extending its reach into CCaaS for some time. Because building an omni-channel CCaaS platform that spans multiple communications mediums would require a major investment, the choice for Intermedia came down to whether to partner with a CCaaS provider or acquire one, says Gold.
The decision was made in part to acquire Telax because the CCaaS provider already relies heavily on the channel.
“Both companies drive most of their revenue through the channel,” says Gold.
In fact, both Intermedia and Telax allow partners to white-label their respective cloud services, notes Gold.
Overall, Gold says Intermedia now has about 6,500 to 7,000 partners that enable Intermedia to drive about $250 million in annual revenue. The addition of Telax will provide those partners with an opportunity to expand the scope of the services they provide into a rapidly growing complementary sector, says Gold.
Interest in CCaaS offerings has been growing as organizations of all sizes wrestle with engaging customers across multiple mediums that include everything from traditional phone calls to social media messages. The Telax platform provides a means for customers to engage and support customers across all those mediums, says Gold.
It’s not clear what percentage of the channel is squarely focused on contact center opportunities. However, as more organizations focus on digital business transformation initiatives, it’s only a matter of time before they look for a more efficient way to engage and support the customers that make use of those services.
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