Mida UC portfolio is getting more and more enriched with new solutions: we are happy to announce that recently we have included in our offering contact center, attendant console, and compliance recorder for Zoom. 

Since the second half of this year, we have seen a fast-growing interest in UC applications for Zoom, so we decided to work with Zoom engineers to integrate our technology with this platform, to provide Zoom business users with professional Unified Communications applications. Let’s go deeper into this news!

 

Zoom growing adoption 

Thanks to its reliability and its intuitive user interface, Zoom adoption has grown exponentially in the last couple of years. It was the preferred communications and collaboration tool chosen especially by certain industries, like private enterprises, public sectors, and education, to overcome the problem of social distance during the Pandemic. Companies and schools quickly reimagined their daily tasks and moved all their interactions in the digital environment to easily connect people. 

 

This year Zoom commissioned the Boston Consulting Group (BCG) to conduct a survey, which highlighted some key data regarding the future of business communications:

  • 84% of the technology businesses interviewed say that “video conferencing solutions will continue to be essential for business operations beyond the pandemic” 
  • Among all the businesses surveyed, they expect over a third of employees to work remotely beyond the pandemic.

 

Mida new UC suite for Zoom

In spring 2021, also on the basis of inbound requests, we started scouting the technology approaches that could allow us to create a complete suite of UC solutions for Zoom… We are now happy to publicly say that we have enabled the usage of our contact center, attendant console, and recorder to enterprises using Zoom Phone as a communication platform. These new products are now available on a single virtual machine to ensure high-quality communication management. Mida C3 Cloud Contact Center was created to be a multi-user and multi-tenant platform ideal for service providers. 

 

“Our mission is to provide enterprises with professional and complete UC applications, no matter the environment they are based in. Therefore the inclusion of Zoom suite in our portfolio is the natural consequence of the changes that have taken place in the communications industry over the last two years. This is certainly a project that we will continue in 2022, in direct collaboration with Zoom, so I look forward to sharing the next steps”, said Serena Rigato, Marketing Manager at Mida Solutions.

 

What can you rely on?

Getting better business productivity and enhancing customer service by having all your interactions, such as chat, virtual meetings, and call management, in Zoom is now possible!. Thanks to our new UC suite you can get the most from your UC by adding to Zoom basic call treatment capabilities Mida professional features, such as:

  • customizable routing algorithms (e.g. skill-based, round-robin, idle-time),
  • customizable IVR systems, advanced real-time and historical reports integrated with Excel and Power BI,
  • integration with the main CRM platform (Salesforce, Dynamics),
  • compression and encryption of recorded conversations, 
  • the intuitive Playback station, from which you can instantly retrieve, play or download files

 

Mida suite for Zoom will add greater flexibility to the customer service managed via Zoom Phone, allowing supervisors to:

  • configure different services and for each queue
  • assign agents to multiple queues 
  • define the most appropriate call treatment messages, 
  • easily change holidays messages, working hours, 
  • instantly and selectively define after call work for each queue or agent

 

and gaining more freedom for operators to be effective in managing their workflow, thanks to the possibility – for example- to selectively login and log out from the queues they are assigned to, or to set manually their availability status. 

 

This is all for now, but if you want to discover more about these products please visit our Zoom dedicated page, or contact us directly by filling this form. 

Related Terms: