Business Challenge
Today’s competitive environment is fierce and differentiating products and services is becoming ever more difficult.
Customer Experience (CX) provides a way to become more relevant to your customers and create a long-term sustainable advantage.
Are you ready to be a CX Leader?
What We Do
Mediu is a CX technology consulting company providing advisory, professional, and managed services for the Genesys Cloud and Amazon Connect platforms and their eco-systems.
Advisory Services:
To assess where you’re at and take you where you want to go. Our team of experts can provide insight on your current environment and provide a roadmap to optimize it.
Professional Services:
To make sure you get there quickly, safely, and efficiently. Whether you need to implement/migrate Genesys Cloud or Amazon Connect, upgrade, add new technologies, or even merge contact centers, we can help.
Managed Services:
To help you stay on top of the technology powering your business. Our proactive remote support and management is focused on making certain your contact center is there for you.
Our Services
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Strategy & Planning
Strategy & Planning
Summary
Mediu offers comprehensive contact center strategy and planning services designed to assess where you are and take you where you want to go.
Services Include:
Contact Center Technical Assessments
Contact Center Health Checks
Business Case Development
Roadmap and Strategy Planning
Vendor Selection
Contact Center Technical / Functional Training
Core Contact Center
Core Contact Center
Summary
Offering exceptional customer service is the primary goal for all contact centers. While your contact center platform comes with many valuable features, Mediu’s experienced team partners with you to combine those features into a CX solution.
Services Include:
Agent Desktop
Inbound / Outbound
CTI
Routing
IVR Development
WFO (recording, qm, coaching, survey, speech/text analytics)
WFM (forecasts and scheduling)
Modernize
Modernize
Summary
Organizations are coming to terms with what is required to compete on the battlefield of customer experience (CX). Mediu is a leader in successfully deploying next-generation contact center technologies to transform organizations.
Services Include:
Omni-Channels (voice, email, sms, chat, web, social, video)
Conversations (combining channels and interactions)
Customer Journey Analytics
Callback and Co-Browse
Gamification
Natural Language & Advanced Speech Analytics
Bots and Digital Assistants
Customer Portals
Backoffice Integration
Robotic Process Automation
CX in the Cloud
CX in the Cloud
Summary
Mediu has the tools and expertise to successfully implement new or migrate existing contact centers to the cloud. Additionally, if you need the benefits of cloud, but the control of on-premise ask about our Contact Center FusionCloud.
Services Include:
Cloud Contact Center Assessments (business case, vendor selection, planning, migration)
Migrate On-Premise to Cloud
Implement New Cloud Platforms
Integrate Cloud Solutions
Contact Center FusionCloud – Hybrid On-Premise/Cloud Offering
Develop & Integrate
Develop & Integrate
Summary
The vision you have to utilize, customize, and automate CX technology is what gives you an edge over the competition. Mediu combines high-level skills in development, contact center, and business to bring that vision to life.
Services Include:
Custom CTI Applications
IVR Development
Automation and RPA
System Integration (ERP, CRM, BPM, QTC)
Cloud API Integration
Reporting & Analytics
Reporting & Analytics
Summary
McKinsey indicates data-driven organizations are 23 times more likely to acquire customers and six times as likely to retain those customers. An invaluable source of data resides in the contact center platform. Whether it’s improving customer experiences, operating the contact center more effectively, or advanced customer analytics, Mediu can unlock these insights and more.
Services Include:
Contact Center KPI(s)
Custom Report Development
Business Intelligence and Dashboarding
Customer Analytics
Predictive Customer Journeys
Secure Contact Center
Secure Contact Center
Summary
No matter the industry, contact centers are prime targets for hackers and fraud. Mediu provides solutions that secure your contact center technology and the sensitive data flowing through it.
Services Include:
PCI De-scoping
Identify Stored PII (personally identifiable information)
Contact Center Vulnerability Assessments
Redsky E911
Monitoring-as-a-Service
Monitoring-as-a-Service
Summary
Great customer experience cannot occur when busy tones, IVR drops, invalid menus options or poor speech recognition occur. Is your organization continuously monitoring for these type of events? The only approach is to simulate actual customer behaviors and expected responses.
Services Include:
As a cloud solution, no software to upgrade or maintain
Develop and maintain a fully customizable test library
Schedule test calls continuously
Monitor 24 x 7 x 365
Design failure reactions
Send alerts to the customer
Provide weekly testing report
Managed Contact Center
Managed Contact Center
Summary
The contact center platform is a critical set of technologies that powers and differentiates your business. IT organizations struggle to reliably operate, monitor, and administer these systems cost-effectively. Mediu offers customized managed services that operate some or all of your contact center with highly skilled specialists.
Services Include:
24×7 Proactive Monitoring
Service Level Agreements
Updates and Patching
Premium Support
Architecture Reviews
Why Mediu
Competitors | Customer Value | Mediu |
---|---|---|
20+ plus years of focusing customer experience and contact centers | ||
Specialize in CX and not a general IT firm | ||
An end-to-end CX technology partner | ||
A scope right upfront approach rather than a low initial price with a ton of change requests | ||
White glove consulting that results in 90% of projects being on time, on budget, on quality |
Featured Insights
You need a trusted team of experts to handle your most valuable asset – your customers. At Mediu, we know that customers are at the heart of any business. That is why we go the extra mile for our customers.
Mediu operates as a company fully owned by its employees via an Employee Stock Ownership Plan (ESOP). Being an ESOP, we have a vested interest in the success of our customers, both as individuals and as a collective. Our shared objectives and shared vision cultivate a culture of accountability and collaboration, which is deeply ingrained in our overall culture.
See for yourself what Mediu’s combination of technical expertise, solutions and services can do to unlock the business potential of every customer interaction.