Technology Record - Issue 27: Winter 2022

102 I NT E R V I EW Delivering highquality customer communications Attilio Licciardello shares how Mida Solutions’ suite of certified unified communications products help enterprises to seamlessly interact with customers within the Microsoft Teams environment, while ensuring regulatory compliance Executives know that the way in which they handle customer interactions plays a key role in the success of their business. To satisfy customers, they must provide seamless experiences and meet demand for first-contact resolution. However, for their employees to be able to offer this type of service, they must have access to reliable unified communications (UC) solutions. Attilio Licciardello, founder and general manager of Mida Solutions, explains how his firm’s intutitive, affordable and Microsoftcertified UC suite empowers enterprises worldwide to deliver professional communications within Microsoft Teams. What are the biggest challenges businesses face when it comes to managing UC? When moving communications to the cloud, enterprises can struggle to efficiently connect both employees and customers to the new ecosystems. However, now that hybrid working is here to stay, the biggest challenge for many businesses is to integrate multiple innovative UC solutions to successfully manage conversations and offer the best possible customer experience. It’s essential for companies to choose a flexible, intuitive and reliable platform that offers all the functionalities they need and also integrates seamlessly with other information systems and business services, especially those certified for use with Microsoft Teams. What is the Mida C3 Cloud Contact Center and what key features does it offer? Mida C3 enables organisations of any size to efficiently manage all their corporate communications within Microsoft Teams. The application offers core features such as a queueing and routing engine and an automated responder, as well as a couple of companion products – the Attendant Console and Supervisor Console – all of which increase agents’ productivity. The intuitive and customisable solution integrates with both Microsoft Dynamics and Power BI, allowing businesses to track users’ performance and identify ways to significantly enhance it. How does Mida C3 improve both the employee and customer experience? Customers have always demanded that their problems be solved quickly but they’ve become even less patient since the pandemic. Businesses are asking Mida to support their new customer-centric strategies by empowering contact centre agents with the right UC solutions to seamlessly fulfil their daily tasks. Using Mida C3 to streamline agents’ tasks significantly enhances the customer experience, thereby driving business growth. Tell us about Mida Recorder and how can it help businesses. Mida Recorder is an easy-toconfigure virtual appliance that enables enterprises to record conversations in compliance with specific national laws, company policies or security practices. It supports mutliple recording methods and all files (and their associated metadata) are encyrypted, compressed and marked with an anti-tamper signature so they can be archived securely in the customer’s preferred storage platform. Files can be archived in the country where the conversations were recorded and only authorised users can search for, play and download these recordings, which cannot be modified. Due to its high reliability, Mida Recorder is used by organisations BY R E B E CCA G I B SON