
Challenges Customers Ask Us To Solve

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Competitive
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Automation
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Operations
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Insights
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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
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
Featured Insights
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.
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