MDS Global IT: Elevating Collaborative Excellence

Collaboration Services

At MDS Global IT, we bring a transformative edge to the realm of communication with our comprehensive suite of Professional and Managed Services. Our expertise extends across Voice, Video, Collaboration, and Contact Centers, whether on-premises, within your private infrastructure, public cloud, or through a trusted provider.

Distinguished by our prowess in Design, Architecture, and Operational finesse, we pave the way for your solution's success. Our dedicated team orchestrates a seamless fusion of cutting-edge technology and strategic vision, propelling your organization towards enhanced productivity, synergy, and return on investment.

Key Attributes:

Holistic Management: We don the role of custodians for your communication landscape, offering an end-to-end solution that transcends conventional boundaries. From voice clarity to immersive video conferencing, and from collaborative workspaces to dynamic contact centers, our managed services encompass it all.
Strategic Design and Architecture: Our forte lies in architecting solutions that harmonize with your unique requirements. We intricately weave your operational needs into the framework, ensuring that every element is meticulously aligned to your business goals.
Operational Excellence: MDS Global IT stands as your unwavering partner in the journey to operational efficiency. Our skilled professionals monitor, optimize, and fine-tune your environment, proactively resolving challenges to maintain uninterrupted communication.
Cloud Versatility: Whether within your private cloud, the expansive realm of a public cloud, or through a trusted provider, our expertise seamlessly adapts to your preferred cloud infrastructure, ensuring the same level of excellence and security.
ROI Amplification: Your investment in state-of-the-art solutions deserves a substantial return. With our Managed Services, you unlock the full potential of your technology, driving heightened efficiency, collaboration, and innovation across your organization.

Experience communication redefined through MDS Global IT's Professional and Managed Services. Elevate your collaboration and communication capabilities, igniting a new era of success.

Voice , Video & Collaboration On Premise and Cloud Based

Unified communications provides a way to bring everyone together and improve collaboration and communication among co-workers, partners, vendors, and customers.Unified communications is the integration of real-time communication services such as instant messaging, presence information, telephony, video conferencing, call control (IP endpoint as well as soft phone/desktop) and speech recognition with non-real-time communication services such as unified messaging (integrated voicemail, e-mail, SMS and fax). Unified communications is not a single product, but a set of solutions that provides a consistent unified user interface and user experience across multiple devices and media types. MDS Global IT provides Unified Communications & Collaboration technology consulting and integration services on-premises and in cloud.

MDS Global IT offers innovative solutions around Webex Teams & Cloud Meeting Rooms (CMR). We can enable your enterprise with Hybrid or Cloud Calling with Webex Teams.

Contact Center On Premise and Cloud Based

Improving the customer experience is a high priority for companies with significant customer-facing operations. Our expertise includes systems integration and consulting services to develop customer experience solutions, and managed services to ensure your solution runs effectively and provides your desired business capabilities.

MDS Global IT offers a wide range of services designed to provide contact center solutions through a framework that enables outstanding customer service and transformational business improvements in productivity, efficiency and customer satisfaction.

Listening to our customers and fully understanding their business challenges has always been a practice of ours. When a solution doesn’t quite meet the needs of our customers, we take it upon ourselves to develop custom applications and call center service offerings that will.
MDS Global IT is experienced in designing and deploying industry leading Contact Center technology solutions..

Experience

Our 50 years of collective experience in Collaboration and Contact Center Space is unmatched.

MDS is your Expert with the below Cloud Solutions

Webex Calling

Webex Contact Center

We are a leading IT company that specializes in web development and design. Our team of experts has years of experience in creating high-quality websites that are user-friendly and visually appeali

Discover Seamless Communication with Webex Calling: Your Cloud-Based Business Solution

Elevate your organization's communication prowess with W

We are a leading IT company that specializes in web development and design. Our team of experts has years of experience in creating high-quality websites that are user-friendly and visually appeali

Discover Seamless Communication with Webex Calling: Your Cloud-Based Business Solution

Elevate your organization's communication prowess with Webex Calling, a cutting-edge cloud-based solution that revolutionizes the way you connect. Say goodbye to traditional phone systems and embrace a versatile, feature-rich platform designed to empower modern businesses.

Key Highlights:

Crystal-Clear Conversations: Experience exceptional call quality that bridges distances effortlessly. Webex Calling ensures your conversations are crisp and clear, fostering seamless interactions with colleagues, clients, and partners.
Mobility Redefined: Liberate your team from the confines of the office phone. Webex Calling enables you to make and receive calls from any device, anywhere, ensuring your business is always within reach.
Scalability and Flexibility: Whether you're a small startup or a growing enterprise, Webex Calling grows with you. Scale your communication needs up or down as required, without the complexity of traditional systems.
Collaborative Efficiency: Integrate seamlessly with the broader Webex ecosystem, transforming calls into collaborative sessions. Share screens, documents, and ideas in real-time, enhancing productivity across virtual meetings.
Simplified Management: Bid farewell to intricate hardware management. With Webex Calling, updates and maintenance are handled seamlessly in the cloud, leaving you with more time to focus on what matters.

Experience the future of communication with Webex Calling. Streamline your business connections, boost productivity, and foster collaboration like never before. Make the switch today and unlock a new era of effortless communication.ng.

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Webex Contact Center

Revolutionize Customer Experiences with Webex Contact Center: Your Path to Next-Level Customer Engagement

Welcome to a new era of customer interactions with Webex Contact Center. Elevate your customer service game and transform every interaction into a memorable experience. Harness the power of advanced technology and seamless connectivit

Revolutionize Customer Experiences with Webex Contact Center: Your Path to Next-Level Customer Engagement

Key Features:

Multichannel Excellence: Break free from siloed interactions. Webex Contact Center enables seamless conversations across multiple channels – from calls and emails to chats and social media – ensuring customers connect using their preferred method.
Intelligent Routing: Empower customers to reach the right agent instantly. Our smart routing ensures inquiries land in the hands of the most qualified team member, reducing wait times and boosting satisfaction.
Analytics-Driven Insights: Unlock the potential of your data. Webex Contact Center provides actionable insights into customer behavior, enabling you to refine strategies, enhance processes, and deliver tailored experiences.
Effortless Scalability: Whether you're handling a surge in demand or expanding globally, Webex Contact Center scales with ease. Seamlessly adapt to changing needs without compromising quality.
Agent Empowerment: Equip your agents with the tools they need to excel. Webex Contact Center's intuitive interface, combined with collaboration capabilities, helps agents resolve issues efficiently and collaboratively.
Cloud Advantage: Say goodbye to complex on-premises solutions. With Webex Contact Center, harness the power of the cloud for streamlined updates, reduced maintenance, and uninterrupted service.

Elevate customer satisfaction and loyalty with Webex Contact Center. Reimagine customer interactions, streamline your operations, and stand out in the competitive landscape. Transform your customer service into a strategic advantage. Embrace the future of customer engagement – embrace Webex Contact Center.

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Amazon Connect

Microsoft Teams Phone

Welcome to Amazon Connect, your pathway to revolutionizing customer engagement. Powered by the cloud and backed by Amazon Web Services (AWS), our contact center solution empowers businesses of all sizes to deliver exceptional customer experiences.

Key Features:

Scalable Cloud Advantage: Say goodbye to outdated, on-premises systems. Amazo

Key Features:

Scalable Cloud Advantage: Say goodbye to outdated, on-premises systems. Amazon Connect harnesses the flexibility of the cloud, allowing your contact center to scale seamlessly with demand.
Omnichannel Engagement: Meet customers on their preferred channels. Whether it's voice, chat, or email, Amazon Connect ensures seamless interactions across multiple touchpoints.
Natural Conversations: Embrace the future of interactive customer service. Amazon Connect's AI-driven technology enables natural, human-like conversations, enhancing customer satisfaction.
Intelligent Routing: Guide customers to the right agent with precision. Amazon Connect's intelligent routing ensures speedy issue resolution and personalized support.
Analytics-Driven Insights: Transform data into actionable insights. Leverage real-time analytics to refine strategies, improve agent performance, and enhance the customer journey.
Quick Deployment: Get up and running swiftly. With Amazon Connect, deployment is streamlined, enabling you to focus on delivering exceptional customer service.
Security and Compliance: Trust the robust security of AWS. Amazon Connect adheres to stringent security measures, safeguarding customer data and privacy.

Elevate your customer engagement strategy with Amazon Connect. Deliver exceptional experiences that foster loyalty and drive growth. Transform your contact center into a strategic advantage. Embrace the power of cloud-driven customer engagement today.

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Microsoft Teams Phone

Seamless Communication Redefined: Microsoft Teams Phones - Elevate Collaboration and Connectivity

Introducing Microsoft Teams Phones, the ultimate solution to elevate your business communication. Uniting advanced technology with the familiar interface of Microsoft Teams, our phones empower you to connect, collaborate, and communicate eff

Seamless Communication Redefined: Microsoft Teams Phones - Elevate Collaboration and Connectivity

Key Features:

Native Integration: Microsoft Teams Phones seamlessly integrate with your existing Microsoft Teams environment. Experience the power of unified communication right from your desk phone.
Crystal-Clear Audio: Clarity matters. Our phones deliver exceptional audio quality, ensuring every conversation is crisp and clear, whether in a one-on-one call or a team meeting.
Effortless Collaboration: Instantly transform calls into collaborative sessions. Share screens, documents, and ideas in real time, enhancing teamwork and productivity.
Intuitive Interface: Familiarity meets innovation. The intuitive interface of Microsoft Teams Phones ensures a seamless transition, minimizing training time and maximizing efficiency.
Anywhere Connectivity: Whether in the office, at home, or on the go, stay connected with Microsoft Teams Phones. Enjoy the same features and capabilities regardless of your location.
Security First: Trust the security of Microsoft. Our phones adhere to stringent security protocols, safeguarding your conversations and data at all times.

Elevate your business communication with Microsoft Teams Phones. Unlock a new era of collaboration, connectivity, and efficiency. Embrace the future of seamless communication today.

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MDS is your Expert with the below On Premise Solutions

Cisco Collaboration

Unified Contact Center Enterprise (UCCE)

Unified Contact Center Express

Cisco Collaboration Suite: Unleash Seamless Connectivity and Empower Collaboration

Welcome to the Cisco Collaboration Suite, where innovation meets collaboration to shape the future of connected business. Our comprehensive suite of cutting-edge solutions redefines how teams connect, communicate, and create together, regardless of distance

Cisco Collaboration Suite: Unleash Seamless Connectivity and Empower Collaboration

Key Features:

Unified Connectivity: Seamlessly connect teams, partners, and customers with a unified communication platform that transcends traditional boundaries, ensuring a consistent experience across all interactions.
Intelligent Collaboration: Harness the power of AI and automation to elevate collaboration. Cisco's suite empowers your teams to work smarter, not harder, by enhancing efficiency and fostering creativity.
Enhanced User Experience: Simplify the user journey with intuitive interfaces and consistent experiences across devices. Whether it's voice, video, messaging, or conferencing, Cisco Collaboration Suite ensures effortless interactions.
Scalability and Flexibility: Grow your collaboration capabilities alongside your business. From small teams to large enterprises, Cisco's solutions adapt seamlessly to accommodate your needs.
Enterprise-Grade Security: Trust is paramount in collaboration. Cisco Collaboration Suite integrates industry-leading security features, ensuring your communications and data are safeguarded at all times.

Following are a few of the Enterprise Calls Products MDS Specializes in:

Cisco Unified Communications Manager (CUCM): A robust call control and session management platform that provides voice, video, messaging, and mobility services for businesses.
Cisco Unity Connection (CUC): A voicemail and unified messaging platform that offers features like voicemail, automated attendants, and messaging integration.
Cisco Emergency Responder (CER): A solution that enhances emergency calling services by providing accurate location information for devices in the network.
Cisco Expressway: A gateway solution that provides secure remote access for collaboration services, enabling external users to connect securely to the internal network.
Cisco Jabber: A unified communication application that offers instant messaging, voice and video calls, presence information, and screen sharing.
Cisco Unified Contact Center Express (UCCX): A contact center solution designed for small to medium-sized businesses, offering intelligent call routing, agent management, and reporting features.
Cisco Unified Border Element (CUBE): A versatile gateway solution that provides secure voice and video connectivity between enterprise IP networks and service providers, supporting SIP and other protocols.
Session Initiation Protocol (SIP): A protocol used for initiating, maintaining, modifying, and terminating real-time sessions that involve video, voice, messaging, and other communications applications.

These Cisco Collaboration products collectively empower organizations to enhance their communication, collaboration, and connectivity capabilities.

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Unified Contact Center Express

Unified Contact Center Enterprise (UCCE)

Unified Contact Center Express

Welcome to UCCX Excellence: Elevate Customer Engagement with Cisco Unified Contact Center Express

Step into a world where customer interactions are transformed into meaningful relationships. UCCX, powered by Cisco, delivers an unparalleled contact center experience that resonates with modern businesses.

Key Highlights:

Smart Routing: Every

Welcome to UCCX Excellence: Elevate Customer Engagement with Cisco Unified Contact Center Express

Key Highlights:

Smart Routing: Every interaction matters. UCCX employs intelligent routing to connect customers to the right agent swiftly, ensuring personalized support and enhanced satisfaction.
Multichannel Excellence: Embrace seamless communication across various channels. UCCX enables interactions through voice, email, chat, and social media, fostering an omnichannel experience.
Data-Driven Insights: Harness the power of analytics to understand customer behavior and trends. UCCX provides actionable insights that drive informed decisions and refine customer strategies.
Efficient Agent Management: Empower agents with tools for success. UCCX offers comprehensive agent management features, enhancing productivity, training, and collaboration.
Scalability and Flexibility: Grow without limits. UCCX scales effortlessly, adapting to evolving business needs while maintaining exceptional customer experiences.
Seamless Integration: UCCX seamlessly integrates with your existing environment, preserving your investments while amplifying your contact center capabilities.

Experience the future of customer engagement with UCCX. Elevate customer experiences, optimize operational efficiency, and foster loyalty through exceptional service. Empower your contact center to be a strategic asset. Welcome to the era of UCCX excellence.

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Unified Contact Center Enterprise (UCCE)

MDS is a Cisco Authorized Technology Partner for Unified Contact Center Enterprise.

Unleash Exceptional Customer Experiences with Cisco Unified Contact Center Enterprise: Elevate Customer Engagement to New Heights

Introducing Cisco Unified Contact Center Enterprise – the pinnacle of customer engagement solutions. With a legacy of innovatio

MDS is a Cisco Authorized Technology Partner for Unified Contact Center Enterprise.

Unleash Exceptional Customer Experiences with Cisco Unified Contact Center Enterprise: Elevate Customer Engagement to New Heights

Introducing Cisco Unified Contact Center Enterprise – the pinnacle of customer engagement solutions. With a legacy of innovation and a commitment to excellence, we empower businesses to forge powerful connections with their customers. Seamlessly blend cutting-edge technology with unparalleled service for a customer experience that truly stands out.

Key Features:

Omnichannel Excellence: Embrace the future of customer engagement. Cisco Unified Contact Center Enterprise enables fluid interactions across all channels – voice, email, chat, social media, and more – creating a unified and satisfying customer journey.
Intelligent Routing: Elevate efficiency with intelligent call and interaction routing. Direct customers to the right agent with precision, resulting in faster issue resolution and happier customers.
Data-Driven Insights: Transform data into actionable insights. Leverage advanced analytics to understand customer preferences, behaviors, and pain points, empowering you to make informed decisions that drive growth.
Dynamic Scalability: Adapt to your business's evolving needs effortlessly. Cisco's enterprise-grade solution scales seamlessly, accommodating fluctuations in customer demand while maintaining consistent service quality.
Empowerment through Collaboration: Foster collaboration among agents and experts. Cisco Unified Contact Center Enterprise integrates smoothly with collaboration tools, enabling agents to tap into organizational knowledge to provide accurate and efficient support.
Security and Reliability: Trust is at the core of customer relationships. Cisco delivers top-tier security and reliability to ensure your customers' data is safe and their experience is uninterrupted.

Experience the future of customer engagement with Cisco Unified Contact Center Enterprise. Elevate your customer interactions, drive operational efficiency, and create lasting connections. Step into a new era of customer-centric excellence. Embrace the power of Cisco Unified Contact Center Enterprise today.

Cisco Unified Contact Center Enterprise (UCCE):

Cisco Unified Contact Center Enterprise (UCCE): The foundational platform that provides intelligent call routing, contact management, and comprehensive reporting.
Cisco Intelligent Contact Manager (ICM): Part of UCCE, ICM is responsible for the routing and distribution of customer interactions based on business rules and available resources.
Cisco Unified Customer Voice Portal (CVP): A self-service solution that provides IVR (Interactive Voice Response) capabilities, enabling callers to interact with automated systems.
Cisco Unified Intelligence Center: A powerful reporting and analytics tool that provides insights into contact center performance, agent productivity, and customer interactions.
Cisco Outbound Option: A module that enables proactive customer engagement, allowing the contact center to initiate outbound campaigns for surveys, notifications, and promotions.
Cisco Unified Email Interaction Manager: Enables the management and routing of customer interactions via email, ensuring consistent and efficient communication.
Cisco Finesse: A browser-based desktop agent and supervisor interface that provides real-time visibility into customer interactions, enabling better agent performance management.
Cisco SocialMiner: Enables contact centers to monitor social media channels for brand mentions and customer interactions, allowing for timely responses.
Cisco Remote Expert Mobile: A solution that facilitates video-based collaboration between customers and experts, enhancing customer support through visual interactions.
Cisco Packaged Contact Center Enterprise (PCCE): A version of UCCE tailored for mid-market businesses, offering a simplified deployment and management model.

These are some of the core applications within Cisco Unified Contact Center Enterprise (UCCE) that collectively create a robust and feature-rich environment for efficient customer engagement and contact center management.

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Cisco Customer Voice Portal (CVP)

Cisco Unified Intelligence Center (CUIC)

Unified Contact Center Enterprise (UCCE)

Welcome to CVP Innovation: Revolutionizing Customer Experiences with Cisco Customer Voice Portal

Discover a new dimension of customer engagement with Cisco Customer Voice Portal (CVP). Empower your organization to create seamless, personalized interactions that resonate and deliver exceptional customer satisfaction.

Key Highlights:

Dynamic

Welcome to CVP Innovation: Revolutionizing Customer Experiences with Cisco Customer Voice Portal

Key Highlights:

Dynamic Self-Service: Redefine customer self-service. CVP offers interactive voice response (IVR) systems that guide callers through intuitive menus, delivering relevant information effortlessly.
Natural Language Processing: Bridge the gap between technology and human communication. CVP's advanced natural language processing enables callers to interact in a conversational manner.
Intelligent Call Routing: Every call finds its destination. CVP's intelligent routing directs callers to the right agent, maximizing efficiency and ensuring customers connect with the expertise they need.
Personalized Experiences: Tailor interactions to individual preferences. CVP allows you to gather caller information and history, creating personalized experiences that resonate.
Scalability and Reliability: Whether you're a small business or an enterprise, CVP scales seamlessly to meet your needs. With Cisco's trusted reliability, your customer interactions are in safe hands.
Analytics-Driven Insights: Extract value from data. CVP provides actionable insights that help refine strategies, enhance agent training, and optimize customer journeys.

Welcome to the future of customer engagement with CVP. Elevate your organization's interactions, boost efficiency, and create lasting connections through exceptional service. Embrace the power of CVP innovation and transform your customer experience landscape.

CVP provides a comprehensive list of integrations and capabilities.

CTI Integration: Seamlessly connect CVP with CTI systems to enhance call routing, agent availability, and customer information access.
IVR Integration: Integrate CVP with IVR systems for dynamic menu options and efficient self-service capabilities.
CRM Integration: Link CVP with CRM systems to access caller profiles, history, and preferences, delivering personalized interactions.
Database Integration: Connect CVP with databases for real-time data retrieval, ensuring accurate and relevant information for callers.
Web Services Integration: Integrate CVP with web services to gather information from diverse sources, enriching caller interactions.
Multichannel Integration: Seamlessly integrate CVP across communication channels, including voice, email, chat, and social media, for consistent customer engagement.
Speech Recognition Integration: Connect CVP with speech recognition engines for natural language interactions and improved caller input accuracy.
Analytics and Reporting Integration: Integrate CVP with analytics and reporting tools for insights into caller behavior, system performance, and call metrics.
Virtual Assistant Integration: Seamlessly integrate CVP with virtual assistants and chatbots, enabling smooth transitions from automated interactions to live agent support.
Third-Party Application Integration: Extend CVP's capabilities by integrating with third-party applications and services tailored to specific business requirements.
Google Contact Center AI (CCAI) Integration: Leverage Google CCAI to enhance CVP's capabilities with advanced AI-driven features, empowering natural language processing and machine learning for customer interactions.
Google Dialogflow Integration: Integrate CVP with Google Dialogflow to create conversational agents and chatbots that provide dynamic and natural interactions with callers.

These integration capabilities collectively empower Cisco Customer Voice Portal to offer a comprehensive, personalized, and efficient customer experience while seamlessly integrating with various systems and technologies, including those from Google such as CCAI and Dialogflow.

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Cisco Finesse

Cisco Unified Intelligence Center (CUIC)

Cisco Finesse: Elevate Customer Engagement with Intelligent Contact Center Desktop

Welcome to the world of Cisco Finesse – where intuitive design meets cutting-edge technology to transform your contact center experience. With a focus on agent empowerment and customer satisfaction, Finesse redefines how your teams engage, collaborate, and

Cisco Finesse: Elevate Customer Engagement with Intelligent Contact Center Desktop

Key Highlights:

Agent-Centric Design: Finesse places agents at the heart of customer interactions. Its user-friendly interface streamlines workflows, making every interaction efficient and meaningful.
Multichannel Mastery: Seamlessly handle various communication channels – from calls and emails to chats and social media – within a single, unified platform.
Real-Time Insights: Finesse equips agents with real-time information, enabling informed decisions and personalized interactions that enhance customer satisfaction.
Customization Capabilities: Tailor Finesse to fit your unique needs. Whether it's custom layouts, integrations, or workflows, Finesse adapts to your business requirements.
Collaborative Excellence: Foster teamwork and agent collaboration through dynamic features like agent consults and supervisor assistance, all within the Finesse interface.
Remote Flexibility: Empower agents to excel from any location. Finesse's web-based interface ensures seamless performance whether in the office or remote.

MDS Specialization in CTI Integrations and Custom Gadgets:

MDS Global IT stands as a pioneering force in custom development for CTI integrations. Our expertise extends beyond the ordinary, crafting tailor-made solutions that enable screen pops and custom gadgets within Finesse. Elevate your contact center's capabilities with our proficiency in crafting unique, impactful tools that align with your operational needs.

Unlock the true potential of Cisco Finesse with MDS Global IT. Elevate your contact center, empower your agents, and create customer experiences that set you apart. Explore the power of intelligent engagement today.

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Cisco Unified Intelligence Center (CUIC)

Welcome to the realm of data-driven decision-making with Cisco Unified Intelligence Center (CUIC). Elevate your contact center's performance by harnessing the power of actionable insights, comprehensive reporting, and intuitive visualization.

Key Highlights:

Visual Insights: CUIC transforms raw data into visual narratives, enabling you to

Key Highlights:

Visual Insights: CUIC transforms raw data into visual narratives, enabling you to quickly grasp trends, patterns, and opportunities for operational improvement.
Customizable Reporting: Craft reports that align with your specific business needs. CUIC empowers you to design reports that provide a deep dive into performance metrics.
Real-Time Monitoring: Stay ahead of the curve with real-time monitoring of key metrics. CUIC ensures you're always informed about your contact center's pulse.
Historical Analysis: Delve into historical data to uncover long-term trends, enabling strategic planning and evidence-based decision-making.
Predictive Analytics: CUIC's capabilities go beyond hindsight. Leverage predictive analytics to anticipate future trends and optimize resource allocation.
Cross-Platform Integration: Seamlessly integrate CUIC with various Cisco contact center platforms to unify data and insights across your entire customer engagement ecosystem.

MDS Specialization in Custom Reporting Across Databases:

At MDS Global IT, we transcend traditional reporting. Our expertise extends to crafting custom reporting solutions across UCCE, UCCX, and other database sources. Whether it's performance metrics, customer behavior, or operational efficiency, we specialize in tailoring reporting tools that provide actionable intelligence.

Elevate your contact center's efficiency, strategic planning, and customer satisfaction with Cisco CUIC. Explore the world of intelligent insights with MDS Global IT today.

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