Here’s Why Intermedia Is Acquiring Cloud Contact Center Provider Telax

By Noah Long ● Aug 18, 2019
  • Intermedia — a leading unified communications as a service (UCaaS) software provider announced it acquired Telax. These are the details behind the deal.

Intermedia — a leading unified communications as a service (UCaaS) software provider for managed service providers (MSPs) and the small and medium-sized businesses (SMBs) they serve — recently announced the acquisition of Toronto-based cloud contact center as a service (CCaaS) software provider Telax.

The financial terms of the deal were undisclosed, but Intermedia revealed that this transaction is bringing annualized revenue to approximately $250 million.

The acquisition of Telax advances Intermedia’s position as a cloud communications and collaboration leader through the addition of a powerful omnichannel CCaaS solution. And for partners, it means access to additional and 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 along with 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, this 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.

“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.”

Telax has grown to be a leader in the contact center communications space by developing a pure-play CCaaS solution that is built entirely on a proprietary platform. And with carrier-grade quality and backed by world-class support, Telax’s cloud contact center solution serves businesses of all sizes with enhanced interactive voice response (IVR), dynamic real-time dashboards and reporting, skills-based call routing, agent scheduling, support quality assurance and more — all delivered through an omnichannel solution that improves contact center productivity and customer outcomes. 

“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,” added Koray Parmaksizoglu, the CEO of Telax.

The Telax and Intermedia product and 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. And 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.

“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,” explained Telax founder Mario Perez.

Research firm Frost & Sullivan pointed out that the North American cloud contact center market is expected to grow to $4.2 billion by 2022 and CCaaS adoption is predicted to grow exponentially in the coming years.

“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,” commented Elka Popova, the VP of Information and Communications Technologies at Frost and Sullivan. “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 is going to continue to be based in Toronto. 

For this transaction, Intermedia was represented by Reed Smith LLP (US legal counsel) and Stikeman Elliott LLP (Canadian legal counsel).