Mediatel Data
At the Cutting-edge of Contact Centre Technologies

The COVID-19 pandemic has caught enterprises across all industries off guard. Most of them were underprepared for a catastrophe of this scale and magnitude. Though the enterprises found themselves in unchartered waters amidst the crisis, it also presented them with an opportunity. Many organisations utilised this time to showcase a sense of solidarity and concern for their customers. In fact, the companies that showered more support for their customers received a more positive response and brand loyalty from their customers. And, in the thick of all these trends, every organisation unanimously understood the importance of a strong and flexible contact centre. Unsurprisingly, contact centres are becoming even more pivotal tool today to ensure business continuity and help companies continue serving customers.

However, it would be wrong to state that contact centres were not significant before. For decades, contact centres have helped businesses in shaping the customer experience as we know it. On that front, the technological advancements and trends in each era have also had a reverberating effect on the contact centre technologies—be it the invention of the automatic call distributors (ACD) in the ’60s, the creation of toll-free numbers (0800) in the ’80s, the dot com boom in the ’90s, or the advent of social media channels in the early 2000s. And, according to experts in the sector, recent strategies like the omnichannel customer engagement and the increasing integration of advanced technologies, including artificial intelligence (AI), are the result of this continued progression. “The market and customer expectations have evolved swiftly over generations. And today, the onus is on the contact centres to stay at the cutting-edge of the technology and develop innovative solutions that can comprehensively meet the customers’ needs,” says Dan Mazilu, founder and CEO of Mediatel Data.

In fact, it is this understanding that has kept Dan and his firm Mediatel Data at the forefront of the contact centre advancements for over two decades. Based in Romania, Mediatel Data has successively stood out different phases of the contact centre evolution and have established an extensive client base over the years in Europe, Asia, and North and South Americas. From implementing a basic call centre software to developing AI engineered chatbots and virtual assistants, today, the company has come a long way based on its ability to astutely recognise and understand customer behaviour.

In an era where superior customer experience is steadily becoming a de facto attribute for any organisation seeking competitive differentiation, Mediatel’s customer-centric contact centre solution approach is becoming prominent than ever. Dan emphasises that they have kept customer satisfaction at the core of their developmental strategy while not undermining the technological and business needs of the clients. “We work closely with our clients to develop tailor-made solutions that focus on their business and their most valuable asset – customers,” adds Dan.

In that regard, Mediatel solutions extensively leverage AI to recognise a client’s customers, understand their behaviour, and gather their intentions. Based on that, Mediatel’s solutions can automatically parse emails and resolve the tickets without human intervention by either offering or defying automatic discounts. The solutions are also easy to integrate with other internal platforms and databases, adding another reason as to why the company has stayed viable in the market for decades.

Leaning on such cutting-edge technologies, Mediatel has built an impressive portfolio of services and solutions. For instance, they also have a web-based ticketing platform that allows the monitoring and manipulation of the entire journey of customer interaction. It centralises and handles multi-channel inbound requests and outbound answers on a single system, thereby facilitating the clients to have the complete history of interactions with a particular customer. To cite an example, Mediatel has a client in the automotive industry that has to manage tickets on different ends. While the company opens a ticket with its customer, it simultaneously opens another one with the manufacturers. With tickets on both ways, Mediatel’s ticketing system allows the company to manage the interactions very effectively by enabling the administrators to view the entire journey of the tickets and address them.

Another noteworthy inclusion in Mediatel’s solutions is its workforce management module that can assign the right employees with the right skill set to the right job at the right time, thereby enhancing the cost-effectiveness of the workforce. Based on monitoring and analysis, it can strike the optimal balance between workload and staffing.

That’s not all! In the wake of the pandemic, Mediatel solutions, with their diverse functionalities, have seamlessly streamlined and enhanced the remote operations of their clients. A case in point is their video inspector module that has proven to be a boon during this crisis for its clients in the insurance industry. The module allows contact centre agents to aid customers on insurance service via video calls. And remarkably, Mediatel has also been offering platforms to different health organisations free-of-charge during the crisis. They have also introduced AI engineered chatbots to aid in the round-the-clock appointment of medical services.

With its proven ability to optimally combine digital technology, skilled resources, and efficient business processes, Mediatel has carved a niche for itself today. Dan highlights that they have never had a commercial sales department, and their marketing strategy has always been the positive word of mouth from their clients. “We have grown in the sector organically by continually evolving our goals, services, and technologies. That has enabled us today to go neck and neck with some of the global leaders in the contact centre industry,” concludes Dan.