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2019 Top CX Trends & Technologies

challenges customers ask us to solve

  • Competitive
  • Automation
  • Operations
  • Insights
  • Managed
  • Implement SMS, Email, and Callback channels
  • Utilize new speech and natural language technology for better CX and quality management
  • Add Co-Browse so agents can assist customers with forms, website, and the online store
  • Combine all our digital conversations into a single omni-channel conversation
  • Develop a mobile application that is integrated into our CX platform
  • Leverage robotic process automation (RPA) in the contact center
  • Use business process automation to connect my agents with backoffice workers
  • Migrate 40% of the top agent call codes to IVR application
  • Develop chatbots and digital assistants to assist in IVR and self-service
  • Develop a new customer self-service portal
  • Modernize our contact center
  • Move my contact center to the cloud
  • Implement an agent desktop that can interface with multiple contact center platforms
  • Descope PCI requirements from the contact center
  • Integrate the contact center platform with (CRM, ERP, BPM, eCommerce, etc.)
  • Deploy predictive analytics to our website to proactively assist customers when they are having an issue
  • Develop new contact center reports and KPI(s)
  • Add predictive routing to increase positive outcomes
  • Utilize our contact center data to personalize the customer experience
  • Implement Social monitoring
  • Manage the IT operations of the contact center platform
  • Perform annual DR tests of the contact center technology stack
  • Develop, maintain, and test our custom CX applications
  • Monitor the contact center from the customer perspective
  • Augment IT operations to gain best practices, external perspectives, and premium support

Our Services

Strategy & Planning

Core Contact Center

Modernize

CX in the Cloud

Develop & Integrate

Reporting & Analytics

Secure Contact Center

Monitoring-as-a-Service

Managed Contact Center

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About US

You need a trusted team of experts to a 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 provides our clients with premier consultants who deliver creative technology solutions that enable exceptional CX.

See for yourself what Mediu’s combination of technical expertise, solutions and services can do to unlock the business potential of every customer interaction.

Years in Business
Fortune 500
+K
Consulting Hours
+
Contact Centers

technology providers