MIDIAVOX
Redefining Customer Interactions for Service Excellence

The contact center industry is rapidly evolving to meet more diverse market demands while prioritizing customer experiences. To create seamless omnichannel interactions, organizations increasingly seek advanced and customizable contact center software that can integrate with legacy systems and meet their requirements, eliminating the need for a complete overhaul.

MIDIAVOX has remained a constant pioneering force at the helm of this journey, guiding contact centers toward becoming experience centers through tailored, integrated solutions that seamlessly unite information systems and corporate communication platforms across distinct code languages and diverse operational systems. These solutions encompass a spectrum of mediums, including voice, chat, email, and social networks. This is what Avaya, a global leader in customer experience solutions and a MIDIAVOX partner, has called “innovation without disruption.”

“Our capabilities extend from proposing solution architectures to seamless implementation, adapting to the communication demands and evolving corporate needs of clients,” says Alcides Pires, Founder, CEO.

When beginning a new project, it leverages established information-gathering tools and techniques to collect client requirements before formulating a comprehensive solution architecture. This involves establishing versatile communication channels connecting its clientele with their customer base.

In cases where clients opt for off-the-shelf solutions, MIDIAVOX shines in its ability to tailor them to their requirements. Consider the example of a credit card company adopting an off-the-shelf IVR system desiring functionalities like balance inquiries, statement generation, transaction processing, and account unlocking. MIDIAVOX can customize the software according to the requirements, rendering the solution commercially viable while aligning it with the user’s distinct demands.

It also serves as a facilitator when a client needs to convey information between different operating systems, for example, sending data from a Linux interface to a call center agent operating within a Windows environment. The process entails service and transaction orchestration and data interchange across diverse platforms, allowing agents to access the information via an intuitive graphical interface. This hands-on method mitigates the need for costly platform and system migrations while ensuring proficient implementations.

MIDIAVOX’s implementation has had impacts beyond enhancing customer experiences or streamlining operations. Previously, a power company confronted the challenge of prioritizing residential customers who, due to medical reasons, rely on electrical life support equipment. MIDIAVOX collaborated with a leading tech company and leveraged its telephony platform to address the dire situation. Together, they devised a solution that empowered the client to discern calls from individuals dependent on life-sustaining electrical equipment. This enabled similar calls to receive high priority even amid peak call volumes without interrupting ongoing services, potentially saving lives.

The partnership MIDIAVOX formed with Avaya continues, yielding significant business opportunities while serving as a fertile ground for pioneering innovation. Their synergy facilitated the execution of multifaceted projects spanning more than 40 countries for two decades.

Our capabilities extend from proposing solution architectures to seamless implementation, adapting to clients' communication demands and evolving corporate needs

It remains unwavering in its commitment to staying abreast of industry trends and corporate imperatives while working to secure the long-term viability of its solutions. Beyond its current focus on telephony, MIDIAVOX is actively pursuing opportunities in related contact center markets by leveraging the strategic partnership. This effort involves harnessing advanced AI and ML technologies, including Generative Pre Trained Transformer platforms, to elevate agent environments and enhance customer service.

Underpinning its track record of successful global projects across languages and cultures is a diverse team that melds expertise and innovation.

“This is a very big challenge for us but, we are constantly training people to be ready to work on the most diverse kind of projects,” says Garibaldi Rocha, Founder, CTO of MIDIAVOX.

Armed with the team’s invaluable skills, MIDIAVOX addresses the distinct needs in these markets through its customizable integrated applications and stands as the premier choice for contact centers seeking to elevate customer experiences to the next level.