For Zoom users, the platform has become central to their entire communications capability, encompassing videoconferencing, chat, collaboration and Unified Communications. However, for many users, the need to integrate with other apps and services is complex and unappealing. To address this, Mida Solutions has unveiled a new portfolio of capabilities for Zoom.
The new applications can be available on a single virtual machine which makes them very easy to implement as part of the customers’ new UC system based on Zoom. Mida Solutions’ established products are all included in the Zoom-oriented offering.
Mida Attendant Console allows agents to manage calls efficiently regardless of where they are working from, ensuring the same user interface available both in the office and remotely. Users can selectively decide to log in or out of queues they are assigned to. This is an essential function if, for example, an agent needs to perform a call after work to update a customer ticket or perform follow-up tasks. It can also be used to log out for a short break.
Attendant Console uses corporate directories so agents have all their corporate contacts at hand when they need to transfer calls. It is also integrated with Salesforce and Dynamics which means that when a known user calls an agent, the agent sees a new Salesforce or Dynamics pop-up window with the contact records. This helps them access all the information they need in one second – all within Zoom.
Mida Recorder is also part of the portfolio and helps Zoom enterprises be compliant with international privacy regulations such as GDPR and MiFID II. As in a professional legacy recording application, which conversations to record can be decided according to the business’s needs ranging from total recording to recording only on some extensions or services, or on-demand. Mida’s Playback Station provides the platform to search and play recordings and offers Google-like search so keywords can help users find files. Keywords can either be assigned to the user or they can be from the call’s metadata, aiding quick recovery.
Finally, Mida’s C3 Cloud Contact Center solution provides the complete suite for Zoom which makes it possible to manage the queues of a service and decide by which criteria calls should be routed within the service, before reaching the operator. These criteria are routing algorithms that can be set by supervisors and include the most-famous one skill-based algorithm.
Mida C3 Cloud Contact Center is a multi-user/multi-tenant platform so it is ideal for service providers who can activate different customers on the same virtual machine. In addition, the automated attendant (IVR) can be set according to the company’s preferences, and changed periodically if needed, providing much more personalization than the standard ones available in Zoom phones.
“We’re delighted to have launched our UC solutions for Zoom,” said Serena Rigato, Mida Solutions’ Marketing Manager.
“It’s great to enable all the capabilities of our C3 Cloud Contact Center, Recorder and Attendant Console for a new generation of Zoom-based workers. Importantly, we’re now able to bring them familiar office capabilities regardless of their location and via Zoom as the single hub for their entire communications”
