Why Intermedia Acquired Cloud Contact Center Provider Telax

Exactly one month ago we reported how Mark Sher, Vice President UC Product and Marketing at Intermedia explained how his company provides white-label UC service to MSPs. They allow MSPs to own the UCaaS relationship as opposed to giving it up to a third-party company who could change terms at any time.

Mark Sher, Vice President UC Product and Marketing at Intermedia

Intermedia helps MSPs with taxation, billing, increased margins and has month-to-month contracts. In this way, Mark says, the MSP gets full value for these relationships in the case of acquisition and are protected from a change in terms from the provider.

He told us big news was coming soon and did not disappoint.

Intermedia just announced the acquisition of Telax, a Toronto-based cloud contact center as a service (CCaaS) software provider. Financial terms of the deal were not disclosed; however, Intermedia has shared that this transaction brings annualized revenue to ~$250 million.

For partners, it means access to additional, significant recurring revenue streams through an integrated UCaaS/CCaaS solution or CCaaS standalone; solutions that share the same intuitive administrative point of control, 99.999% uptime SLA, full sales, marketing, training, billing, and taxation support, and J.D. Power-certified 24/7 technical assistance that Intermedia’s partners value today. And for customers, the acquisition delivers a single platform that better addresses the needs of frontline, knowledge, and contact center workers through a common set of communications and collaboration tools that help drive greater efficiency and productivity.

Elka Popova, Vice President, Information and Communications Technologies at Frost and Sullivan

“This is a very savvy move for Intermedia. Businesses continue moving their communications, customer care, and other software workloads to the cloud at a rapid pace, and they look for providers that can offer a one-stop-shop for a broader scope of their needs. Intermedia’s acquisition and integration of Telax’s Cloud Contact Center into its communications cloud will do just that,” said Elka Popova, Vice President, Information and Communications Technologies at Frost and Sullivan.

Intermedia CEO, Michael Gold

“We are extremely pleased to welcome Telax into the Intermedia family,” said Intermedia CEO, Michael Gold. “As Intermedia continues to accelerate its intent of being a single provider of highly-reliable, highly-supported, and exceptional cloud-based Unified Communications, Collaboration, and Contact Center solutions, Telax is a natural next step to advance that service model. Customers and partners will now have all of their business communication needs provided through one common, highly-reliable UCaaS and CCaaS platform. That means one provider, one intuitive point of control, one bill, and one support team…but not the unnecessary high-cost and performance hassle that frequently comes from having two separate cloud solutions.”

Koray Parmaks, CEO of Telax

“As our contact center solution has become a strategic asset at the heart of so many businesses, the thought of joining Intermedia to bring world-class customer engagement solutions to business customers and the partners that serve them is thrilling,” said Koray Parmaks, CEO of Telax.

Added Telax Founder, Mario Perez, “Our team brings deep contact center expertise with a proven track record of offering innovative, rock-solid products delivered with passionate support. We look forward to delivering a fully integrated UCaaS and CCaaS solution that drives value for both customers and partners alike.”

The Telax and Intermedia product & development teams are already at work integrating the CCaaS product so customers and partners can access it through Intermedia’s single customer and partner control panels. Intermedia will also be investing heavily in helping Telax accelerate its CCaaS roadmap to even more quickly deliver new, important capabilities to meet the evolving needs of customers and partners. Telax’s current services will continue to be available with no interruption.

Telax Founder, Mario Perez

Said Frost & Sullivan’s Popova, “An integrated set of cloud communications and contact center solutions from a single provider helps businesses realize tremendous operational efficiencies, greater usability, and more rapid and informed decisions when resolving customer issues. And for channel partners looking to add another revenue-rich cloud solution to their portfolio, this creates an excellent opportunity given Intermedia’s channel focus.”  Telax’s 40 employees have joined Intermedia and will continue to be based in Toronto. 

Intermedia now allows partners to white-label advanced contact center as a service solution to customers. MSPs will own these relationships and get full value and benefit as a result.

So many companies have informal or formal contact centers and without the ability to provide a cohesive solution, their UCaaS service is disadvantaged.

This move is fantastic for resellers as they now can own the contact center relationship as well as customers who can tie their Intermedia UCaaS and CCaaS solutions together.

Attention MSPs…

Learn about the latest in everything you need! UCaaS, the Channel, IT, IOT, Edge, Cybersecurity, AI, SD-WAN, and the Future of Work at the world’s only SD-WAN Expo and MSP Expo, part of the ITEXPO #TechSuperShow, Feb 12-14, 2020 Fort Lauderdale, FL.


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