CUSTOMER CARE CONFERENCE & EXPO
At the Customer Care Conference & Expo, we spent an incredible two days filled with insightful discussions, cutting-edge solutions, and a powerful reminder of the importance of the human touch in this ever-evolving technological landscape. Events like this always inspire us to push the boundaries of innovation and excellence.
💡 AI in Action
We proudly showcased our latest AI-powered solutions and their transformative impact on the customer care industry. Our live demonstration about real-time assistance highlighted how AI helps agents, empowers supervisors, streamlines operations, and provides unparalleled support.
👥 People in Action
The event was a fantastic platform for connecting with our valued partners and industry leaders. We engaged in insightful discussions, exchanged innovative ideas, and forged exciting new opportunities. The collaborative energy was truly inspiring!
Here are some of the keys from our live presentation:
✅ Real-Time Virtual Assistance
Provides agents with intuitive tools and real-time insights, allowing them to deliver personalized and efficient service.
✅ Speech Analytics
Offer comprehensive insights into customer interactions and enhance overall service quality.
✅ Conversational AI
Allows customers to engage in dynamic conversations with AI that understands and responds to their needs in real time.
Following the Romanian Contact Center Awards 2024, we received three prestigious awards in the AI-powered CX, External Impactful Collaboration, and Tech Innovator categories.
Implemented for Regina Maria, Reteaua de Sanatate, one of the biggest medical clinics in Romania, Mediatel Voice Assistant, an AI solution, has transformed the patient experience. Here's how:
✔️ Streamlined Interactions
The Voice Assistant empowers patients with self-service options, leading to faster and more efficient interactions.
✔️ Increased Productivity
Average Handle Time (AHT) has been slashed by 25-40 seconds, allowing agents to handle more inquiries and provide quicker support.
✔️ Boosted Efficiency
Overall operational efficiency has been supercharged, with agent productivity increasing by approximately 10%.
Mediatel Voice Assistant creates a more contextual, personalized, and ultimately more positive patient experience, leading to higher satisfaction scores and a stronger patient-provider relationship.
Special thanks to Carmen Cucu, Director of Patient Experience at Regina Maria clinic, for her invaluable contributions to the project.
Mediatel Data has implemented a web-based contact center solution for Autonet. This solution transforms their operations by offering an omnichannel experience for agents and customers.
For Autonet, the Mediatel Web solution addressed their challenges with the following primary objectives:
✔️ Empower Agents to Work from Anywhere
The web-based design allows agents to work from any device with an internet connection, fostering a more adaptable work environment and simplifying IT management.
✔️ Provide a Unified Platform
Mediatel Web Agent integrates all communication channels into a user-friendly interface. Agents can manage calls, emails, chats, social media interactions, and tickets from a centralized platform, gaining a holistic view of each customer interaction.
✔️ Streamline Agent Workflows
The unified platform eliminates switching between multiple applications. This simplifies workflows, reduces errors, and allows agents to focus more efficiently on resolving customer issues.
✔️ Reduce Resolution Times
By centralizing customer data and communication history, agents can access all relevant information in one place. This enables faster and more informed responses, leading to quicker issue resolution.
Other thanks go to Attila Gabor, Customer Service Support Manager at Autonet, for his trust and unwavering belief in the power of innovation.
Our collaboration with Orange Business began several years ago with a common goal: to provide a seamless and efficient customer experience across multiple channels. Here's how the partnership unfolded:
✔️ Ticketing Solution Implementation
Recognizing the growing importance of omnichannel communication, Orange Business approached Mediatel Data to implement our ticketing solution. This platform successfully integrated their email and WhatsApp channels, allowing centralized management and streamlined customer inquiries.
✔️ Expanding to Omnichannel Support
Orange Business expanded its customer service offerings by adding a call center. Mediatel, as a trusted partner, provided and installed a comprehensive telephony solution that seamlessly integrated with the existing ticketing platform.
Many thanks to Mihaela Gondosch, Head of Orange B2B Customer Service, and Cristina Colceru, B2B Customer Service Digital Operations Manager, for this fantastic partnership and their involvement in our projects.
We're incredibly proud of every partnership and the collaborative spirit that fuels innovation in the Contact Center industry and customer experience landscape. Your success is our mission; winning these awards is a testament to our dedication to empowering you.
Stay tuned for what's next!
📩 info@mediatel.ro
