Connect with customers across multiple channels, including voice, live chat, email, SMS, WhatsApp, Facebook Messenger, and more—all from a single interface.
Unified Agent Desktop
Empower agents with a 360° view of customer interactions, reducing response time and improving service efficiency.
AI-Driven Routing
Automatically assign conversations to the most suitable agent based on expertise, availability, and customer history, ensuring personalized interactions.
Gain real-time insights into customer interactions, agent performance, and service quality with powerful analytics and reporting tools.
Unified Customer Experience
Deliver seamless, consistent interactions across all channels, ensuring personalized engagement and effortless customer journeys.
Proactive Communication
Empower agents to proactively communicate with customers regarding ticket status and updates, fostering transparency and trust.
Call Deflection
Reduce call volumes by intelligently redirecting customers to self-service channels or digital interactions, improving efficiency and customer satisfaction.
Empower your agents with a single, intuitive interface that integrates all customer interactions, providing context, history, and AI-driven insights for efficient resolution.
Instagram
Engage customers via Instagram messages and story replies for real-time interactions and brand engagement.
Facebook
Manage customer inquiries through Facebook Messenger, comments, and posts to enhance social engagement.
Google Reviews
Monitor and respond to customer feedback on Google Reviews, improving reputation management and customer satisfaction.
WhatsApp
Provide instant, secure, and personalized communication via WhatsApp Business, supporting rich media and automation.
Email
Manage and automate email support, ensuring structured communication and seamless ticketing integration.
SMS
Send timely notifications, appointment reminders, and customer updates with reliable SMS messaging.
Live Chat & Chatbots
Offer instant website support with AI-powered chatbots and live agent chat for real-time customer assistance.
Viber
Communicate with customers via Viber, supporting text, images, and stickers for engaging interactions.
Zalo
Engage with customers through Zalo, a popular messaging app in Southeast Asia, supporting business communication.
Continue discovering
Browse our curated selection of articles to gain deeper insights into Mediatel's Omnichannel Platform and its impact on your business.
Everything you need to know about our intelligent call center platform.
The most common questions, answered.
What is Mediatel’s Call Center Solution?
Mediatel’s Call Center Solution is an all-in-one platform that integrates advanced technologies like IVR, voice bots, AI-based call routing, and CRM systems to streamline customer support, improve agent performance, and enhance customer satisfaction.
Can Mediatel’s solution handle high call volumes?
Yes, the system is designed to scale with your business. It intelligently manages high call volumes by using IVR systems, voice bots, and automated workflows to handle routine inquiries and distribute calls efficiently.
Is it possible to integrate the Call Center Solution with existing CRM software?
Absolutely. Mediatel’s platform seamlessly integrates with popular CRM systems, providing agents with real-time access to customer data for more personalized and effective service.
How can IVR and voice bots reduce operational costs?
By automating routine inquiries and call routing, IVR and voice bots reduce the need for large support teams. This lowers operational costs while maintaining a high level of customer service.
How does the Call Center Solution improve agent productivity?
Mediatel’s solution automates repetitive tasks like call routing and data entry, enabling agents to focus on resolving complex customer issues. Real-time access to customer data and AI-powered tools further enhance efficiency and decision-making.
How does Smart Call Routing improve customer service?
Smart Call Routing uses AI to analyze caller intent and automatically direct calls to the most qualified agent or department. This reduces wait times, minimizes call transfers, and ensures faster, more efficient resolutions.
How does the AI-Based AMD (Answering Machine Detection) work?
AI-Based AMD accurately detects voicemail and answering machines, allowing your call center to prioritize live interactions. This improves agent productivity by eliminating time wasted on non-productive calls.
What security measures are in place to protect customer data?
Mediatel’s Call Center Solution includes enterprise-grade security features such as data encryption, secure API integrations, and full compliance with industry regulations like GDPR and PCI DSS to safeguard sensitive customer information.
Can the solution support multiple communication channels?
Yes, Mediatel’s Call Center Solution offers omnichannel support, allowing customers to interact through voice calls, live chat, email, and social media for a seamless and consistent experience.
Can the Call Center Solution provide performance analytics?
Yes, the platform includes advanced reporting and analytics tools that track key metrics such as call volume, resolution times, and agent performance. These insights help optimize operations and improve both agent effectiveness and customer satisfaction.
Let’s innovate together!
Can’t find the answer you’re looking for? Please chat to our team.
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