Mediu, Inc. is a customer experience (CX technology consulting firm dedicated to transforming businesses into CX leaders. Specializing in the Genesys Cloud and Amazon Connect platforms, Mediu offers a comprehensive suite of services, including advisory, professional, and managed services. With over 20 years of expertise, Mediu focuses on optimizing client value by enhancing customer interaction management, ensuring businesses deliver exceptional customer experiences.
Key Features and Functionality:
- Advisory Services: Conducts technical assessments, health checks, business case development, and strategic planning to optimize contact center operations.
- Professional Services: Assists in implementing or migrating to Genesys Cloud or Amazon Connect, upgrading systems, integrating new technologies, and merging contact centers efficiently.
- Managed Services: Provides proactive remote support and management to ensure continuous and reliable contact center performance.
- Core Contact Center Solutions: Offers agent desktop configurations, inbound/outbound communication management, computer telephony integration (CTI, intelligent routing, interactive voice response (IVR development, workforce optimization (WFO, and workforce management (WFM.
- Modernization Services: Deploys next-generation contact center technologies, including omnichannel support (voice, email, SMS, chat, web, social, video, customer journey analytics, gamification, advanced speech analytics, bots, digital assistants, and robotic process automation (RPA.
- Cloud Solutions: Facilitates cloud contact center assessments, migrations from on-premise to cloud platforms, new cloud platform implementations, and hybrid on-premise/cloud solutions.
- Development and Integration: Creates custom CTI applications, IVR systems, automation solutions, system integrations (ERP), CRM, BPM, QTC, and cloud API integrations.
- Reporting and Analytics: Develops custom reports, business intelligence dashboards, customer analytics, and predictive customer journey analyses.
- Security Services: Conducts PCI de-scoping, identifies stored personally identifiable information (PII, performs contact center vulnerability assessments, and implements E911 solutions.
- Monitoring-as-a-Service: Provides continuous monitoring of contact center operations, simulating customer behaviors to detect and address issues proactively.
Primary Value and Solutions:
Mediu empowers businesses to differentiate themselves in a competitive market by enhancing their customer experience capabilities. By offering end-to-end CX technology solutions, Mediu helps organizations become more relevant to their customers, creating long-term sustainable advantages. Their services address challenges such as inefficient contact center operations, outdated technologies, and the need for seamless customer interactions across multiple channels. Through strategic planning, modernization, and continuous support, Mediu ensures that businesses can deliver exceptional customer experiences, leading to increased customer satisfaction, retention, and growth.
