Intermedia today announced it has tightened its integration with the professional services automation (PSA) platform from Datto Autotask. The provider of a unified communications-as-a-service (UCaaS) platform, dubbed Unite Envision, has integrated the PSA platform from Datto Autotask within the Intermedia partner portal.
The primary focus of the effort is to make it simpler for managed service providers (MSPs) that rely on Datto Autotask to manage their everything from service assignments to billing to now also integrate the Intermedia UCaaS platform, says Mark Sher, vice president of UC product and marketing. In the case of Intermedia, that level of billing integration extends out even to the collection of taxes for communications services, says Sher,
That level of integration extends to service levels as well. Whenever a service incident is detected within Unite Envision, a ticket is automatically created within the Autotask PSA platform to expedite resolution.
As the number of MSPs that rely on PSA platforms to manage their operations continues to increase, more MSPs are spending more of their time interacting with these platforms.
“We just want to be where they are,” says Sher.
Intermedia also makes available integration for the PSA platform from ConnectWise.
UCaaS in form of Unite Envision represents a significant opportunity for MSPs because it provides partners with a platform they can resell, versus merely act as an agent passing a transaction back to a cloud service provider, says Sher. The Unite Envision platform also expose a series of application programming interfaces (APIs) that makes it simpler to integrate the UCaaS platform with other applications. While today most UCaaS platforms continue to be accessed via a graphical user interface by end users, it’s now only a matter of time before unified communications becomes a feature of every application. Channel partners, of course, have a significant opportunity to add value by proving those integrations in both new and existing applications.
In the meantime, it should be apparent by now to partners that should be moving well past the days of delivering basic telephony services via the cloud as new generation of end users that are equally facile at communicating across multiple mediums continue to enter the workforce.
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