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Intermedia Achieves Ninth J.D. Power Certification

Intermedia Intelligent Communications, a leader in AI-driven cloud communication, has once again set a benchmark in the industry by securing its ninth J.D. Power certification for outstanding assisted technical support, a notable achievement that underscores its commitment to delivering top-notch service to its customers and partners.

Since it first earned this certification in 2016, Intermedia has consistently demonstrated high performance in customer care, and this recognition further confirms its dedication to providing knowledgeable and dependable support across various business sizes. The latest certification not only reflects the company’s enduring determination to enhance its support operations but also showcases its resilience and adaptability over nearly a decade.

Understanding the Certification Process

The 2025 certification evaluation encompassed two key phases: an operational evaluation and a customer satisfaction research phase. During the operational evaluation, experts meticulously audited Intermedia's support processes, tools, and customer care practices. This involved reviewing documentation, conducting interviews, and engaging in focus groups to confirm that Intermedia implements best practices consistently.

Simultaneously, the customer satisfaction research used J.D. Power's renowned Voice of the Customer survey to gauge client perceptions about their interaction and experience with Intermedia. By benchmarking against industry standards and top performers, Intermedia's performance consistently ranks high, particularly in customer satisfaction metrics.

Furthermore, Intermedia's Net Promoter Score (NPS), a widely used standard for measuring customer loyalty, consistently exceeds 80, placing it far above the SaaS industry average of 36. This score illustrates Intermedia’s ongoing efforts to deliver a straightforward and reliable customer support experience.

Comprehensive Solutions for Businesses

Intermedia provides a wide range of AI-enhanced services including voice calls, video conferencing, chat/SMS, contact centers, and archiving solutions, all integrated seamlessly to improve operational efficiency. Their signature offering, the Worry-Free Experience™, assures customers of uninterrupted service with a remarkable uptime commitment of 99.999%. This level of service empowers clients and channel partners, enabling better collaboration and improved customer engagement while easing the challenges of IT management.

Urvashi Sheth, the Chief Customer Officer at Intermedia, remarked, "This ninth certification signifies the exceptional dedication and skill of our support teams. As our platform evolves with new AI capabilities, our commitment to providing reliable service remains unwavering."

Mark Miller, J.D. Power’s Practice Leader in Customer Service Advisory, noted, "Intermedia's continuous adherence to the standards set by the J.D. Power Certified Assisted Technical Support Program highlights its commitment to operational excellence, distinguishing it among competitors in cloud communications."

Intermedia's success doesn't just lie in its certifications; it also operates a partner-first approach, supporting over 7,500 channel partners with various programs designed to foster business growth. Their Customer Ownership Reseller (CORE™) model allows partners to package and sell their solutions, maintaining ownership of customer relationships while benefitting from favorable economic terms.

By streamlining communication services into one robust and secure platform, Intermedia is positioned to meet the diverse needs of over 150,000 business customers, showing a commitment to innovation and customer satisfaction that is integral to its identity.

For further information on their offerings or to explore the services available, visit Intermedia's website. Learn more about J.D. Power’s certification process at J.D. Power Awards.