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We’ve just wrapped up an incredible week filled with inspiration, energy, and connection. As a Platinum Partner at the 20th edition of the Customer Care Conference & Expo, Mediatel Data had the privilege of being part of an event that celebrated two decades of vision, innovation, and transformation in customer care.
During our main stage presentation, we explored “Key Technologies for the Next-Gen Contact Center,” revealing how we’re helping contact centers evolve into intelligent hubs for agents, supervisors, and customers. We showcased innovations such as:
✅ Real-Time Agent Assist & Agent Helper: Smart support for agents, exactly when they need it.
✅ Automated Summarization: AI-generated conversation summaries for better visibility.
✅ Omnichannel Integration: Unifying all channels into a single, seamless interface.
✅ AI Evaluation & Real-Time Feedback: Streamlined performance tracking and coaching tools.
These technologies are already reshaping customer interactions — and we didn’t just talk about them, we showed them live.
One of the most exciting moments of the conference was sharing the stage with our special guest from Cargus, where we presented a real-life transformation story — powered by intelligent automation, data, and collaboration.
We implemented a fully customized AI-driven solution, centered around a Dynamic IVR, designed to guide each customer through a personalized journey based on their profile — whether sender or receiver, contract client or not.
The system adapts in real-time, recognizing previous interactions and offering the most relevant information before the agent even intervenes.
This project serves as a strong example of how AI, when thoughtfully implemented, can enhance both the experience and efficiency in the contact center world. The feedback from Cargus was clear: the solution not only streamlined operations but also created smoother, more satisfying customer journeys — all while lifting internal performance metrics.
We also hosted a live demo, showcasing a complete use case on WhatsApp — the most used messaging app by customers today.
Here’s how it worked:
1️⃣ The customer started the conversation on WhatsApp
2️⃣ The agent responded using Real-Time Agent Assist, with AI-generated suggestions
3️⃣ The session ended with an automated summary — no manual notes, just structured insight.
And yes — the assistant worked in multiple languages, offering localized support and smart replies tailored to each customer context. That’s the kind of intelligent, human-centered support we’re building every day — and we were proud to share it with the CX community.
To top it off, we were honored to receive 4 awards at the Romanian Contact Center Awards, a recognition of the trust our clients place in us and the meaningful results we build together.
Here’s what we celebrated:
🏆 AI Insights – For our Interaction Analytics solution implemented with ENGIE Romania. By integrating the Interaction Analytics module, ENGIE has taken a step forward in improving customer satisfaction and reducing operational activities. The module enabled real-time analysis of interactions and automated alert generation, allowing supervisors to intervene promptly and resolve issues more efficiently.
🏆 AI-Powered CX- for the chatbot and full omnichannel that drives real digital transformation at Cargus. Our AI technology significantly reduced response times at Cargus by implementing automated processes and personalized interactions. By optimizing metrics such as average response time, service level, and chat response rate, while implementing a dynamic IVR, our solution has substantially improved customer satisfaction and operational efficiency.
🏆 External Impactful Collaboration – For the outstanding teamwork with Bringo, bringing live chat & contact center innovation to life. The collaboration between Bringo and Mediatel Data began with the goal of transforming Bringo’s customer support capabilities to enhance the customer experience. As Bringo expanded, it became essential to streamline customer interactions and provide real-time support through multiple communication channels. A shared commitment to efficiency, customer satisfaction, and innovation in the online retail space drove the partnership.
🏆 CX Tech Implementation – for the omnichannel transformation with SIGNAL IDUNA Romania. After implementing our platform at SIGNAL IDUNA ROMANIA, significant improvements were observed, including efficiency boosts, increased customer satisfaction, and enhanced agent productivity.
This past week reminded us why technology is only as powerful as the people who use it.
Whether it was through live demos, case studies, or awards, we saw just how far innovation can go when it’s paired with openness, collaboration, and a shared vision for better customer experiences.
We’re proud of what we’ve achieved — but even more excited for what’s next. Let’s keep building together. Let’s keep raising the bar.
To our partners, clients, and everyone we met at the conference — thank you for the conversations, the trust, and the shared excitement.
We're building the future of customer care — and we’re doing it together.
Interested in seeing how Mediatel Data’s solutions can transform your customer operations? We’re just one message away.
SMART CONTACT CENTER SOLUTIONS. REAL IMPACT. HUMAN TOUCH
🌐 www.mediatel.ro 📱+40 722 744 417 📩 info@mediatel.ro
