customer

CustomerZone360 NEWS

CustomerZone360 Home

Mediu Practice Helps Businesses Get Strategic With Customer Service

By Paula Bernier July 05, 2016

Mediu was in Las Vegas this week talking about its new CX Enablement practice. It delivers professional services that go beyond just installing call center software to also help customers at the strategy level, explained Wade Wiant, Mediu’s vice president of sales and the channel.


The company has developed a great reputation as a think tank, according to Wiant, especially for Genesys software. So, it wanted to take that a step further and engage more with businesses. CX Enablement allows customers with contact centers based on any vendors’ technology to understand what gaps exist related to their customer service and how those gaps are impacting their business goals.

“We do a lot of listening,” said Wiant. “We give [customers] a recipe to get to their goals.”

Those recipes include suggestions on what technology solutions are best positioned to help customers meet their goals, and forecasts on how and when they are likely to meet them.

“Consumers’ expectations of the contact center experience are changing,” Wiant said. “We’ve leveraged our knowledge, technology, and methodologies to create a strategic, yet comprehensive, offering for contact centers to facilitate outstanding interactions and keep customers loyal to the brand through improved CX.”

In other recent news from Mediu, the company has a new partnership with Australia-based CentraCX. Mediu is a reseller of the CentraCX customer feedback platform and provides support for that solution. It’s similar to what Medallia offers, said Wiant, but CentraCX is a cloud-based voice of the customer solution and is heavy on real-time analytics.

Mediu, which was founded in 2003, has just under 40 employees, and it’s been used in more than 150 contact centers. The company has been working to develop its own intellectual property, Wiant said. Over the years it’s developed products during the course of its engagement, he added, and now it’s starting work on productizing some of those solutions.




Edited by Alicia Young

Executive Editor, TMC

SHARE THIS ARTICLE
Related Articles

CUSTOMER Magazine Announces Winners of the 2018 CRM Excellence Award

By: TMCnet News    8/13/2018

TMC announced the winners of their 19th Annual CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.

Read More

4 Reasons Your Amazon Affiliate Store Isn't Making Money

By: Special Guest    8/10/2018

If you have an affiliate store with Amazon and you aren't making any money, we understand the frustration. You've put in hours of work building your s…

Read More

7 Tips for Outsourcing Your Human Resources Department

By: Special Guest    8/7/2018

When your business starts growing and you need to hire additional talent, this is an exciting time. With more people working in your company, there is…

Read More

How To Use Clever Campaign Reporting And Preference Centers To Help Your Business Thrive

By: Special Guest    8/2/2018

When running a marketing campaign, it's indeed important to deliver your message the right way. That way, you will not only be sure of a future conver…

Read More

Why Customer Service Should Matter in Your Life

By: Special Guest    7/19/2018

There are a lot of things out there that matter for businesses, but it's also important to think about what matters for us as consumers. When we go sh…

Read More