At Mediu, we pride ourselves on our dedicated employees, as they are the backbone of our organization. We want to give our customers and partners an opportunity to learn a little more about our employees. This month, we would like to put the spotlight on Genesys Consultant, Kossi Noameshie! Q: When did you join the Mediu team? A: I joined the Mediu team in February 2015. Q: How did you first learn about Mediu? A: I learned about Mediu from a coworker who joined the team and enjoyed the culture. After my first interview, I learned Mediu is a small company with highly dedicated and very smart employees and I was looking to further my knowledge of the field as well as get real life exposure of multiple Genesys deployment. Q: What do you enjoy most about your work? A: I get to work with a team of skilled and smart engineers. Even though we are a small group we are able to accomplish a lot and we know we can depend on each other. Q: How has the contact center industry evolved since you first began working at Mediu? A: Contact Center in the Cloud has grown considerably. Q: What […]
With Millennials making up a large consumer demographic, businesses need to review how to approach these customers. Millennials will take their business to a competitor if a company does not meet their expectations and will stop doing business with a brand even over a single bad experience with customer service.
They do not want to wait on hold even if they have an issue, question, or complaint. Millennials are more comfortable doing things on their own and are very comfortable with non-verbal communications.
The infographic below shows 9 facts about your Millennial customers to offer a truly millennial-friendly customer service.
In order to operate the most productive, cost efficient and customer focused contact center, you need to have the best technologies in place. Mediu is an Advanced Tier partner of Genesys, the world’s leading provider of customer service and contact center software and services. Genesys powers more than 25 billion of the world’s best customer experiences each year, and is the only company recognized by top industry analysts as a cloud and on-premise customer engagement solutions leader. To better serve our clients and provide seamless customer support, Mediu is an Value Added Reseller (VAR) of Genesys and all of its products and technologies. What is a Genesys VAR? Genesys VARs have the training and expertise to architect, build, deliver and support the full suite portfolio of Genesys products and services. They know the Genesys products inside and out, and have the ability to enhance the functionality of the Genesys platform. Why Work with Mediu? We’ve identified five reasons why you should consider working with Mediu as a Genesys VAR: We are Genesys experts. As an advanced tier Genesys partner, we have the hands-on knowledge and experience to navigate this powerful platform. We’ve led hundreds of successful Genesys […]
By Ion Mae of VoipReview.org With the customer experience quickly overtaking price and products as a key brand differentiator, companies are paying closer attention to their customer service programs, and in particular both the level and quality of service delivered by their contact centers. To maintain a high standard of service, many companies use a number of performance metrics such as calls offered, calls handled, duration, and average queue length. And although these details are helpful, they often offer limited customer insight. The ability to understand customer preferences (as well as why, when, and how they are interacting with a brand) is also crucial to truly drive success in the contact center. And one of the best ways to achieve this is by leveraging contact center analytics. In this article, Michael DeFrances, Technical Project Manager at Mediu, a leading software and professional services company for the contact center industry and an Advanced Tier Genesys partner, shares what contact centers need today in order to grow. DeFrances also discusses with VoIPReview.org how Mediu is helping contact centers achieve peak performance with their range of solutions. Building Efficiency in Contact Centers Customer service has always been vital to the success of any organization, but with […]
Mediu was proud to be part of Genesys’ first ever CX17 Conference in Indianapolis on May 22 – May 25. This premier customer experience conference is the first conference since Genesys’ acquisition of Interactive Intelligence. It brought great minds, visionary leaders, satisfied customers and trusted partners together around technology. We had the honor of presenting MERF to this year’s conference attendees. The four-day conference introduced industry trends and best practices through keynote speakers, networking opportunities, breakout sessions, and an education day. If you were unable to attend, we’ve compiled a list of seven key messages that were presented at the conference: #1: Genesys renamed its product suite. Genesys’ Customer Experience Platform Portfolio renamed its three products PureCloud, PureConnect and PureEngage. The “Pure” nomenclature from Interactive Intelligence builds consistency across the platforms. Each offers its own level of support to its customers, but they all allow customers the ability to design exceptional customer relationships, empower staff and run the business in smarter ways. #2: Genesys was named Gartner Worldwide Leader in Contact Center Infrastructure For the ninth year, Gartner placed Genesys highest amongst all vendors in ability to execute and completeness of vision. They were recognized as the 2017 Gartner Magic […]
At Mediu, we pride ourselves on our dedicated employees, as they are the backbone of our organization. We want to give our customers and partners an opportunity to learn a little more about our employees. This month, we would like to put the spotlight on PMO Director, Steve Sattler! Q: When did you join the Mediu team? A: September of 2015. Q: How did you first learn about Mediu? And why did you want to work here? A: A good friend and mentor had recently started working at Mediu, and suggested that I join the team. It looked like an interesting place to work; to grow my skillset, work for an exciting small company, and apply my project management experience. Q: What do you enjoy most about your work? A: Getting to work with such a great group of committed, smart, & talented people. It’s great to be able to see the fruits of your labor and feel like you’re contributing to the success of the organization every day. Q: How has the contact center industry evolved since you first began working at Mediu? A: My first job out of college was working for and eventually managing a contact center. Probably […]
Mediu’s CEO Mike Berichon and CTO Mark Basinger were recently interviewed on Telecom Reseller’s podcast. The podcast aired on June 10, 2017, and introduced Mediu’s new product called MERF, Mediu Extensible Routing Framework. During the nine-minute conversation facilitated by Doug Green, Telecom Reseller’s publisher, Mike and Mark discussed the services that Mediu offers to its customers, and explained how Mediu’s years of experience developing routing solutions resulted in MERF. MERF supports any Genesys routing call flow, including auto-attendant menus and prompts, skill-based routing, web service integration, and many other features. The interview highlighted the benefits MERF offers a company’s different departments, such as IT and operations, and how it can reduce implementation time by as much as 70 percent. Mark explained that although MERF was introduced and showcased at the Genesys CX17 Conference on May 22 – 25 in Indianapolis, Indiana, it has been in production with several of Mediu’s clients over the last 18 months. The reactions from clients have been positive, stating that MERF allows their businesses to have control so their IT departments can focus on more complex systems. The interview concluded with MERF’s availability and how listeners can get more information about Mediu and MERF. If […]
Mediu’s CEO, Mike Berichon, was recently showcased in After 5, an advertising feature in the April 28 edition of Columbus Business First. The article, entitled, “The ‘Bear’ Behind Project Blues,” describes a personal story of how Mike’s passion for Blues music and his later-in-life interest in learning guitar resulted in the formation of his own band and a not-for-profit agency benefitting those with cancer. After losing his sister Shelly to breast cancer just three months after her diagnosis, the cause is a personal one for Mike. Nicknamed ‘Bear’ by his friends, Mike founded Project Blues in 2011, a philanthropic organization that coordinates Blues music concerts and events to raise awareness and funds for people impacted by cancer. Proceeds from the concerts benefit the Columbus Cancer Clinic and LifeCare Alliance. Mike and two of his Mediu employees, Boris Livchits on bass and Mark Basinger on organ and keys, formed a band called Drivin’ Home. It began as a few guys playing music for fun after work and they are now opening for this year’s Project Blues headliner, Ronnie Earl & the Broadcasters. Project Blues has been featured in other blog articles on our website as well as in Columbus Business First when Mediu […]
If you’ve ever tried to staff your contact center with the right people at the right time, you know how challenging it can be. Fortunately, it doesn’t have to be a guessing game. With workforce management (WFM) tools, you can plan for the unplanned, resulting in optimized contact center performance and happy customers. More and more contact centers are starting to figure this out. According to a recent study published by Research and Markets, the use of WFM tools in the contact center industry is increasing. It grew 8.8% in 2016, and is expected to grow by another 8% in 2017 and 2018; and by 9% in 2019, 2020 and 2021. WFM tools allow contact centers to analyze and structure the workload of the contact center, enabling WFM consumers to accurately forecast, plan, and schedule their resources. Users can meet critical SLA’s and ensure staffing is aligned based on historical trends identified within the contact center. The result is improved customer satisfaction, efficiencies, employee performance, and cost reduction. Outcomes we all want to have! The Omnichannel Customer Experience Strategy The omnichannel customer experience strategy allows contact centers to interact with customers the way they prefer to do business with […]
Genesys provides the broadest set of cloud customer experience solutions designed to exceed customer expectations and drive new revenue. Its Customer Experience Platform Portfolio was created to connect experiences across journeys and channels, and allows you to optimize your workforce and processes. No matter what level of support your contact center needs, Genesys’ Customer Experience Platform Portfolio has an option for you. Adopting the “Pure” naming nomenclature from Interactive Intelligence builds consistency across the platform, and the offer names also have meaning behind them, described below. As a certified Genesys partner, Mediu is proud to be able to offer the following portfolio products to your call center: PureCloud PureCloud is a unified, all-in-one cloud customer engagement and employee collaboration solution. With a cutting edge platform built for rapid innovation, it’s a simple and open solution for businesses that don’t have the IT expertise and resources to maintain a complex customer service technology. The dynamic, interactive dashboards provide real-time insights, helping businesses make quick and informed decisions. Businesses who use PureCloud will have immediate access to the latest features, as it takes only days to implement, not months. The intuitive interface reduces training time, and empowers agents to work from […]