enterprisenetworkingmag

Intermedia: A Worry-Free VoIP Experience

CIO VendorMark Sher, VP of Product & Marketing for Cloud Voice
Today’s VoIP space is transforming dramatically, with the integration of major technology trends like cloud, IoT, and mobility. However, CIOs still care about core factors like cost, security, quality, and reliability, despite these innovations and advances. As an integrator of cloud IT applications from a single control panel, Intermedia provides businesses of all sizes with IT outsourcing in an efficient and economical manner. “From a VoIP perspective, we aim to address issues related to cost, security, quality, and reliability,” says Mark Sher, VP of Product and Marketing for Cloud Voice at Intermedia.

Intermedia’s customers are able to deploy one instance of a hosted PBX across their entire enterprise. Intermedia’s Cloud Voice environment is hosted in geographically dispersed, highly secure and monitored datacenters by top tier providers. Intermedia continually checks for vulnerabilities and open ports in the voice network, in addition to doing penetration testing semi-annually where they try and get into the systems themselves. During testing, Intermedia attempts to infiltrate its systems and check for vulnerabilities and open ports in the network. Intermedia meets industry compliance standards including PCI, CPNI and HIPAA. “We employ a third-party firm to perform a security audit for specific processes related to HIPAA requirements. We use such results to help ensure our Cloud Voice environment facilitates compliance in an ever-changing standards landscape,” explains Sher.

Intermedia’s VoIP platform includes unified communications, its Cloud PBX solution, and SIP Trunking products. In addition, they offer services from security to email to backup, unlike many of their competitors. “We are very unique in our space in that we have a full-featured voice offering plus a broad suite of tightly-integrated business applications.

From a VoIP perspective, we aim to address issues related to cost, security, quality, and reliability


When we talk to CIOs, they like the fact that they can go to one provider and get not only their voice service, but a lot of their other IT applications,” points out Sher.

Quality has to be at the top of a CIO’s list, but quality isn’t just about the amount of bandwidth a customer has, it’s also about the quality of the bandwidth. Often latency, packet loss, jitter, and delay can all cause poor call quality, and Intermedia spends a lot of time and effort developing tools that allow partners to assess the quality of a customer’s network before they deploy.

Intermedia also offers their customers very high levels of reliability. With an SLA of 99.999 percent, they stand ahead of the competition. Customer-centric and supportive organizations simply cannot risk experiencing downtime. Maker Studios chose Intermedia to handle their cloud voice needs because of Intermedia’s solid reliability.

Intermedia takes a partner-friendly approach while designing their solutions. Intermedia’s cloud management platform allows their partners to be the face their customer sees. They can put their own brand on Intermedia’s services and price and package them however they want. Intermedia also offers around-the-clock, award-winning customer support as certified externally by J.D. Power and the TSIA, with agents that strive to provide first-call resolution.

Moving forward, Intermedia plans to grow and thrive under their new ownership by leading private equity firm Madison Dearborn Partners. They may also attain potential additional acquisitions, through which they will be able to expand their product offerings, customer base, and geographic presence. And with 40 percent of their more than 700 employees working in product development, Intermedia is working to make their products better and more powerful in addressing the needs of their customers.