At the Netherlands Pavilion during MWC Barcelona 2026, Intermedia outlined its vision for the “Digital workplace 2030”, where AI-driven workflows, human interaction and business outcomes increasingly converge.
Speaking during an NL Talks session moderated by Anke Kuipers, Allister Quinteros, senior director service provider sales, and Wilco van Dijk, channel development director EMEA, discussed how intelligent communications platforms are evolving beyond traditional contact centre functions.
From communication tools to workflow orchestration
Intermedia positions its platform as an “intelligent communications” solution, designed to manage and route interactions between organisations and their customers, employees or stakeholders.
The platform aggregates communication channels, including voice, messaging and email and applies analytics and automation to ensure interactions are handled efficiently and directed to the appropriate resource.
According to Quinteros, this approach supports a wide range of use cases, from healthcare communication to customer service and internal collaboration.
AI handling peak demand and repetitive tasks
A key application area is the use of AI to manage high volumes of routine interactions. Van Dijk cited healthcare environments as an example, where AI can handle appointment scheduling and triage during peak demand periods.
In such scenarios, AI-driven assistants can take over initial interactions, gather relevant information and reduce pressure on staff, particularly during busy periods.
The same approach can be applied across sectors, including customer contact centres and service desks, where automation can streamline repetitive workflows.
Open platform enables ecosystem integration
Intermedia emphasised the importance of an open platform strategy, allowing integration with external systems such as CRM platforms, enterprise applications and specialised solutions.
This enables organisations to embed communication workflows directly into broader business processes, rather than treating them as standalone functions.
The company sees collaboration with partners and startups as a key driver of innovation, particularly in areas such as AI, eSIM and vertical-specific applications.
Expanding global footprint and partnerships
Intermedia operates across multiple regions, including Europe, North America and Asia-Pacific, and is looking to expand further in markets such as Germany and Switzerland.
At MWC Barcelona 2026, the company focused on strengthening its ecosystem by engaging with partners and identifying new integration opportunities.
Van Dijk highlighted the importance of aligning with broader market developments, particularly the rapid growth of AI-focused solutions across the telecom and enterprise landscape.
Towards AI-managed workflows
Looking ahead, Intermedia expects AI to move beyond assistive roles towards managing complete workflows.
This includes handling end-to-end processes such as customer onboarding, appointment scheduling and service delivery, with human oversight focused on monitoring outcomes and refining processes.
The speakers noted that while automation will reduce manual workload, human roles will shift towards oversight, decision-making and relationship management.
Human interaction remains central
Despite increasing automation, Intermedia emphasised that human interaction will remain a critical component of the digital workplace.
The company expects that as routine tasks are automated, the value of human-to-human engagement will increase, particularly in areas requiring empathy, creativity and strategic thinking.
This shift may also influence organisational structures and workforce expectations, including greater emphasis on flexibility and work-life balance.
Industry engagement and ecosystem building
Intermedia used its first participation at the Netherlands Pavilion to better understand the broader telecom ecosystem and explore partnership opportunities.
The company highlighted the importance of industry events in connecting with customers, partners and emerging technology providers, as well as gaining insights into future market directions.
According to the speakers, the convergence of AI, communications and workflow automation is set to reshape enterprise operations over the coming years, with collaboration across the ecosystem playing a key role in that transition.
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