Mida

The Mida Unified Communications Suite is a solution designed to optimize workplace efficiency, enhance customer experience, and streamline communication processes. This suite of services and voice applications caters to both small businesses and enterprises, offering flexible and scalable solutions to meet the needs of companies of various sizes. According to Mida Solutions, the suite is utilized by IT Managers, System Integrators, Service Providers, as well as professionals in the finance industry and public administration.

Key Features

Attendant Console Pro: According to the vendor, the Attendant Console Pro allows for efficient management of incoming calls with a user-friendly UI for reception operators. The web-based console can be accessed by remote workers and is certified for visually impaired operators. It offers smart reporting for historical and real-time statistics, quick set-up, and full integration with corporate directory and Microsoft Active Directory.

IVR & Automated Attendant: The IVR & Automated Attendant feature enables the implementation of a flexible automated attendant integrated with back-end and business logic. According to the vendor, it allows for real-time control of voice interactions, messaging, and night service. It can automate order processes, manage in-field resources with automatic availability tracking, and provide value-added services to customers through the voice channel.

Queue Manager: According to the vendor, the Queue Manager allows for efficient call distribution by reaching skilled operators quickly. It supports multiple queues and offers configurable audio messages to enhance the customer experience. The Queue Manager is integrated with main CRMs for seamless integration and can automate the order process with a voice channel. It also provides value-added services to customers through the voice channel.

Supervisor Console: The web-based Supervisor Console enables easy management and control of contact center operations. Real-time and historical statistics and reports provide valuable insights, and integration with Excel and Power BI supports advanced reporting. The Supervisor Console allows for monitoring of agent status, force login/logout from services, and supports mixed agent clients.

Voice & Video Recorder: According to the vendor, the Voice & Video Recorder allows for the logging and recording of voice and video communications for training and security purposes. It offers technical support for legacy TDM up to SIPREC on a single seamless installation. The feature supports both cloud and hybrid deployment, complies with privacy regulations, and provides centralized and secure call archiving with storage optimization.

Call Analytics: The Call Analytics feature, available for Microsoft Teams, provides data access and ready-to-use templates for customizable reports. According to the vendor, it helps improve business performance with actionable analytics and ensures compliance with privacy-related regulations. The feature offers maximum security with encryption and integrates with blockchain and APIs for business processing integration.

Phone Services: The Phone Services feature enhances communication with seatless accessibility and click-to-dial functionality. According to the vendor, it simplifies the calling process with an integrated directory for IP phones and offers privacy and fraud control with phone lock. The feature is available for both on-Prem and cloud deployment, supports most VOIP vendors, and requires no extra work for IT Managers.

Fax Server: The Fax Server is a turnkey solution for centralized storage and efficient communication. According to the vendor, it serves as a cost-saving alternative to traditional fax machines and is available for both on-Prem and cloud deployment. The Fax Server includes storage for a total of 2,500 faxes and provides a fully digitalized solution.

Contact Center for Microsoft Teams: According to the vendor, the Contact Center feature allows for the implementation of a professional contact center in just a few days. It offers multiple call management features for efficient customer service and integrates with main CRMs for seamless integration. Real-time and historical statistics and reports are available, and the feature supports multichannel message management and advanced skill-based algorithms.