Mindful
Samuel Mayaka is an experienced professional with a robust background in telecommunications and systems engineering, currently serving as a Senior System Engineer at Medallia and a Senior Telecommunications Engineer at VHT since June 2009. In these roles, Samuel oversees VHT's voice infrastructure, including various technologies such as Avaya PBX, Genesys PureEngage, and Cisco UCCE. Responsibilities encompass supporting telephony requirements, system upgrades, and implementing both premise and cloud-based contact center solutions. Prior to these positions, Samuel held various roles including Solutions Architect and Integration Engineer, focusing on integrating Virtual Hold solutions into major contact center environments throughout North America. Samuel's academic credentials include a Bachelor of Business Administration in Information Systems Technology from Cleveland State University and an ITMP in Information Technology from Cuyahoga Community College.
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Mindful
Mindful is a best-in-class customer experience solution for the world’s biggest brands. For us, customer-centricity is key—so we bridge the gap between experiences, bringing customers the help they need at a time that’s best for them. Mindful adds emotional intelligence to every interaction by transitioning customers across channels like voice,digital, text, and in-person to provide a premier experience for customers, an empowered experience for agents, and peak efficiency for brands.Winning the customer journey is critical to a thriving brand, and Mindful bridges the gaps between disconnected experiences.- Digital dead ends are replaced by no-code call schedulers, carrying context over for the customer while creating predictable queue volume.- Traditional hold times are a thing of the past by providing premier callback in the IVR.- Customers expectations are managed with status updates and options to reconnect via SMS- Negative experiences are addressed before they snowball with real-time voice of customer feedback.The biggest Fortune 500 brands have been using Mindful to improve contact center metrics like AHT, ASA, Abandonment, and agent happiness. Satisfaction metrics like CSAT, NPS, CES are also improved thanks to seamless transitions and agent preparedness. It all comes together for the very best customer experience that drives revenue and loyalty.