Mida Solutions has launched a new version of its Mida C3 – Cloud Contact Center – that features new integrations, stronger security and a new intuitive tab for chat and email management. UC Today’s George Malim recently caught up with Attilio Licciardello, the Founder and General Manager of Mida Solutions to learn more about the upgraded solution.
George Malim: What’s new in the latest release of Mida Contact Center?
Attilio Licciardello: The biggest addition to Mida C3 is the integrations we have enabled with WhatsApp and email applications to enable customer service teams to provide top quality support across different channels. The expanded functionality means that agents can now address requests that originate from diverse channels such as chat, email and calls in a single, simple user interface.
We have focused on making Mida C3 even easier to use while also adding a higher level of security than ever before, ensuring that user authentication is strengthened.
GM: How do these capabilities help agents provide multi-channel customer service?
AL: We’ve also added greater automation via an automatic welcome message which can be enabled to help streamline the chat handling process. The management of conversations is intuitive, allowing agents to focus their attention on requests and not waste time trying to manage interactions or recover messages. Our distribution algorithms route messages to agents logged into queues and advise them of new incoming conversations which they can simply accept or decline to handle according to their status.
Messages are recorded to allow agents to have the whole conversation available within a unique tab. Employees quickly become familiar with this capability thanks to the fact it offers a similar user experience to Mida’s other applications.
GM: What’s the new version like for users?
AL: The new professional tab has been designed to make the interaction handling process easier. We have drawn on our experience and user feedback to organise activities into three main areas on the screen. On the left, the user can see the conversations list and be immediately aware of the volume of unread messages. In the centre, the agent can read the entire selected conversation and directly provide responses to the latest interaction. Finally, in the top right corner of the interface, a settings menu enables customisation of options, such as preferred shortcuts and the ability to log in and out of the assigned queue and the system itself.
Our goal is to make it easier for agents to support customers. By enabling simplification, we help operators focus on dealing with the queries they receive rather than spending time working out how to manage queues and responses effectively.
GM: Security is always important so what user authentication advances does the latest version offer?
AL: You’re right that security continues to be a priority, especially when sensitive customer data is involved. The contact centre certainly is a focus with customer data routinely being used to help address customer interactions. Authenticating users is therefore a critical aspect of secure contact operations. We have added strengthened authentication security to this latest version of Mida C3 thanks to the LDAPS protocol and the OAuth standard for Zoom.
