Have you ever received a text message about a sale at your favorite shop, a reminder about an upcoming appointment at your clinic, or a verification code to access your bank account and wondered how this information reaches you? MMDSmart is one of the pioneers in the cloud communication industry, helping businesses of all sizes and types engage more efficiently with their customers. Our platform provides a unified dashboard that enables companies to manage all their communications, such promotional messages, time critical notifications and customer support calls.
What countries does MMDSmart operate in?
Our headquarters is in Israel, with other offices located in Ukraine and Bulgaria. Many of our colleagues work remotely from different parts of the world. We are a truly international company and aim to expand further. Our customers are located around the world.
What sets MMDSmart apart from other companies?
Our flexibility – we celebrate work-life balance and provide our employees with opportunities to work from home, at the office, or in a hybrid arrangement..
Our transparency – we appreciate ideas and feedback from our teammates. Open communication matters to us and adds value for the whole team.
Our internal opportunities – we encourage our employees to grow within the company either horizontally or vertically. We provide external and internal training and development opportunities.
Our easy application process – we do not have lengthy application processes, as we appreciate the time of our candidates and strive to provide a positive candidate experience.
What are the plans for the future at MMDSmart?
Since 2022, the number of employees at MMDSmart has almost doubled! We have opened an office in Sofia, Bulgaria, and continue expanding in the global market. Our aim is to hire more talented people in Bulgaria, as well as in other countries. We are penetrating new markets and reaching new clients.
In 2024, we aim to establish ourselves in several countries in Latin America and Asia. Our R&D team is continuously working on new projects, which will result in the introduction of high-end cloud communication solutions in 2024.
Candidate Journey
What are the opportunities for candidates without experience?
Candidates without prior experience are welcome to apply for our entry-level positions, such as Customer Care Specialist, Junior Support Engineer, Tester, Junior Monitoring Specialist, and Back Office Specialist, and build their careers from zero. No knowledge of cloud communications is required – we will provide training from scratch. Take a chance to join our team, and we will help you level up your skills!
What opportunities do you offer in the IT and Telecom sphere?
As we grow, we are looking for senior professionals from either the IT or Telecom industries. Hot positions include: Telecom SIP Engineer, Telecom SMMP Engineer, Full Stack Developer, and Scrum Master. The key technologies we work with are: React.js, MariaDB, MongoDB, Redis, Node.js, TypeScript, Go Lang, Vue.js, and Angular.js.
Can students apply for a job at MMDSmart?
Yes, you can apply for one of our shift-based positions such as Customer Care Specialist, Junior Support Engineer, Tester, or Junior Monitoring Specialist. These roles offer a flexible schedule, including three working shifts followed by three days off.
What does MMDSmart look for in a candidate?
For most positions, we are looking for candidates with an upper-intermediate level of English, proactiveness, a hunger for challenges, and curiosity for new things. Excellent communication and teamwork abilities would be a great advantage. We would love to expand the company with those who share our values and mindsets. We are flexible, always eager to grow, curious, and possess innovative thinking. We encourage teamwork and foster healthy, productive interpersonal relationships. We believe that nurturing high-level professionals is the key to bringing growth and satisfaction to the company.
What does the hiring process look like?
Once you submit your CV, the recruiter will review it, and if there is a match, you will be contacted by an HR representative and invited for an interview. For most entry-level positions, the process consists of three steps: an HR Interview (15 min), a Manager Interview (30 min), and a Director Interview (15 min). For IT, Telecom, and middle to senior positions, the interviews will typically take twice as long. There are no tests or tasks involved in the hiring process.
How can I prepare for the interview?
First of all, don’t worry (recruiters get nervous too! :)) and take your time to think about the position you’re interviewing for: How do you envision your perfect working environment? What does your ideal day look like? Where do you see yourself in one year?
How can I get feedback after the interview?
We appreciate every candidate and understand the importance of receiving feedback. Normally, regardless of the result, you will receive an email or a message about the status of your application. You are welcome to contact the recruiter via messenger (Viber, Telegram or LinkedIn) for more detailed feedback, if necessary.
If I do not get hired for the position, can I apply again in the future for the same or different position?
Definitely, you can reapply for the position you are interested in once you are ready. Moreover, if you agree to have your CV saved in our system, our HR team will contact you if there is a different position that matches your profile.
In which countries do you hire?
Primarily in Bulgaria, but also we encourage candidates to apply from other countries within the European time zone.
Employee Experience
What will my first day look like?
Our Office Manager will welcome you, show you around the office, and introduce you to your colleagues (if you start your first day in the office). You will be asked to sign the necessary documents and then proceed to several onboarding meetings, which include: IT (integration into the MMDSmart ecosystem, including calendars, meetings, corporate messenger, specific sites, etc.), HR (information about the company’s structure and conditions), People Partner (a presentation on company culture), and your manager (discussion about your work plans).
Do you provide training?
Of course! During the adaptation period (which is normally up to 2-3 months), you will receive training from the team leader or team manager. You will meet your colleagues, either offline or online, start communicating with them, and learn more about the company and how processes work at MMDSmart.
What are the company’s policies regarding remote work and flexibility?
For most positions, you are welcome to choose your working format – whether remote, office-based, or hybrid. All IT positions are fully remote. The start of the day is flexible, and if you need an extra day off for personal errands, we are happy to provide it.
How can I meet my colleagues if the position is remote?
We communicate via corporate messenger and video calls on a daily basis, and share information on social media and communication channels. You can also attend webinars and remote social events. If you would like to meet your colleagues in person, you are welcome to visit our corporate events and team building activities (with transport and accommodation provided), as well as come to our office in Sofia (Megapark).
What learning and development opportunities do you offer?
If you would like to upgrade your English skills, we offer free English classes, as well as a native speaker club to help level up your vocabulary. If you’re interested in improving your technical or soft skills, acquiring additional knowledge, or earning a certificate, MMDSmart can be your sponsor, subject to your manager’s prior approval. Don’t miss out on the corporate webinars and offline educational events, and seize the chance to share your knowledge with colleagues!
How does the company handle feedback from employees?
We encourage you to share your feedback with your line manager, as well as with your dedicated People Partner. We listen and we act. MMDSmart celebrates open communication and cares deeply about the opinions of its employees.
How does MMDSmart treat initiative and ideas of the employees?
We love innovative and creative ideas! No matter what position you hold, don’t hesitate to share your thoughts and ideas with your manager. Discuss them, brainstorm, and create an action plan together. While you learn from us, we also learn from you!
How can I grow within the company?
MMDSmart takes pride in seeing its people grow, both vertically and horizontally. You can build your career within the same department you started in, or choose a different path and excel in a different team after acquiring the necessary skills. Feel free to discuss your career opportunities with your manager and choose what’s right for both you and the company.
How can I share my questions and concerns with HR as an employee?
Your dedicated People Partner is always there for you if you need to talk about your concerns or if you have questions. Drop a message or book a meeting with a People Partner to discuss what matters to you, feeling confident that you will be heard.
How do you support the wellness of your employees?
The wellness of our team members is precious to us! We care for the physical well-being of our employees by providing medical insurance and support mental health through corporate psychologist sessions for individuals and groups. To stay fit, our colleagues utilize sports cards and enjoy access to the gym, spa, and group classes. *Insurance and sport cards are only available for employees located in Bulgaria.
To learn more about our culture, please visit our Instagram and TikTok channels. Check our career opportunities and dive into the future of cloud communication solutions with MMDSmart.
In the fast-paced world of business, organic growth is often seen as a sign of success. At MMDSmart, we’ve experienced rapid expansion that has been both exciting and challenging. As our company has grown, we’ve learned that maintaining a healthy and thriving company culture is paramount. Throughout our journey of fast growth, we have faced a number of challenges, and drew on our culture of innovation to come up with solutions. As a result, we’ve found a way to preserve and enhance our company culture.
Embracing Transformation
The growth of MMDSmart has been nothing short of remarkable. In just a short period, we witnessed our team expand significantly. In 2020 we had 115 employees. Three years later, we’ve almost doubled to a dynamic team of 249 individuals and still growing. With this tremendous growth came a host of opportunities and challenges.
Challenges Along the Way
Resistance to Change
Fast growth can be met with resistance from employees accustomed to a smaller, more familiar environment.
Transformation of Communication Politics
As our team grew, we realized the need for a more structured and efficient communication system.
Diversity
Our growing team became increasingly diverse, which required us to embrace and celebrate differences.
Alignment of Company Values
Ensuring that our core values remained at the heart of everything we do became more complex as we expanded.
Interactions and Stress Management
Fast growth can lead to increased stress and changes in team dynamics, which needed to be addressed.
How We Overcame the Challenges
Our journey was filled with obstacles, but our commitment to nurturing our company culture remained unwavering. We tackled the challenges head-on with a multifaceted approach:
HR Support
We expanded our Human Resources team to provide additional support and resources to our growing staff. This helped us address individual concerns and facilitate a smooth transition for everyone.
Adaptation
We encouraged our team to embrace change and adapt to new structures and processes. This includes training programs and workshops to equip employees with the skills they need for their evolving roles.
Values Alignment
We revisited our core values, ensuring that they were inclusive, relatable, and clearly understood by every member of our team. This alignment brought us closer together and provided a common purpose.
Communication Enhancement
We implemented advanced communication tools and strategies to enhance transparency and accessibility, ensuring that every team member felt heard and informed.
Stress Management
Acknowledging the impact of fast growth on stress levels, we introduced well-being programs, including yoga sessions, mindfulness workshops, and flexible work options, to support our employees’ mental and emotional well-being.
Building a Strong Culture
Over the last three years, our commitment to our core values has never wavered. We believe in a culture that celebrates trust, fairness, well-being, innovation, and listening. These principles have guided our actions and decisions, ensuring that our culture remains strong, even as we welcome more people into our trusted circle.
At MMDSmart, we’ve come to understand that fast growth, though challenging, can also be a catalyst for positive transformation. By fostering a culture of inclusion, support, and constant innovation, we are prepared to embrace the future with open arms. Our story is a testament to the power of company culture in times of growth, and we are excited to continue this journey with our amazing team.
In the fast-paced and ever-evolving customer service landscape, businesses are constantly seeking innovative solutions to enhance their contact centers. Customer expectations are higher than ever, demanding seamless communication and personalized interactions. Cloud Communications Platform as a Service (CPaaS), such as the CPaaS offering from MMDSmart, combines voice, messaging, video, and popular chat apps. These cloud tools and solutions are emerging as a game-changer for contact centers, supplying essential tools they need to adapt, scale, and excel in the digital age.
The Foundation of Flexibility
One of the primary advantages CPaaS brings to contact centers is flexibility. Traditional communication systems often involve complex and rigid infrastructures, making it challenging to adapt to changing customer preferences and emerging technologies. CPaaS, on the other hand, operates in the cloud, providing a scalable and dynamic environment.
With CPaaS, contact centers can easily integrate various communication channels, including voice, SMS, chat, and video, into a unified platform. This flexibility allows businesses to meet customers on their preferred channels, creating a seamless and omnichannel communication experience. Whether a customer prefers to communicate via text, voice call, or chat, CPaaS solutions ensure that contact centers can accommodate diverse preferences.
Enhanced Customer Engagement
CPaaS enables contact centers to elevate their customer engagement strategies. Through real-time analytics and data-driven insights, agents can gain a deeper understanding of customer behavior and preferences. This information empowers agents to provide personalized and context-aware interactions, leading to a more satisfying customer experience.
The integration of Artificial Intelligence (AI) and Natural Language Processing (NLP) within CPaaS further enhances customer engagement. Chatbots powered by AI can handle routine queries, freeing up human agents to focus on more complex issues. This not only improves efficiency but also ensures that customers receive prompt and accurate responses, enhancing overall satisfaction.
Effortless Scaling
Traditional contact center solutions often struggle to scale efficiently, especially during peak periods. CPaaS addresses this challenge by providing a scalable and on-demand infrastructure. Businesses can easily adjust their communication platform capabilities based on fluctuating call volumes, ensuring that they can meet customer demand without compromising performance.
Whether scaling up during a product launch or scaling down during quieter periods, CPaaS allows contact centers to optimize resources and costs. This scalability is particularly crucial in today’s business landscape, where unpredictability is the only constant.
Empowering Remote Work
The rise of remote work has become a defining trend in recent times, and contact centers are no exception. CPaaS facilitates remote work by providing a cloud-based call center platform accessible from anywhere. Agents can work from the comfort of their homes without compromising on the quality of customer interactions using CPaaS’ contact center cloud solutions.
This flexibility not only enhances the work-life balance for agents but also allows contact centers to tap into a global talent pool. Businesses can build a diverse and skilled team of agents, fostering a more inclusive and adaptive customer service environment.
Future-Proofing Contact Centers
In an era of rapid technological advancements, future-proofing contact centers is imperative. CPaaS not only keeps contact centers up-to-date with the latest communication technologies but also allows for seamless integration with emerging tools and services. This adaptability ensures that contact centers can evolve alongside customer expectations and industry trends.
CPaaS, like that offered by MMDSmart, is a transformative force for contact center communications, offering the flexibility, enhanced engagement, scalability, and remote work capabilities needed to thrive in the digital age. As businesses continue to prioritize customer satisfaction, CPaaS emerges as a strategic investment to deliver exceptional and future-proofed customer experiences. Embracing the power of CPaaS is not just a choice; it’s a necessity for contact centers aspiring to lead in the era of customer-centricity.
Ready to learn more about CPaaS. Schedule your meeting with our MMDSMart CPaaS experts at Call Centre Expo in London. You won’t be disappointed!
The holiday season is fast approaching, and for e-commerce businesses and retailers, it can be the most wonderful time of the year. But with great opportunity comes great competition. How can you make sure your brand stands out, drives sales, increases traffic, and keeps customers engaged during this festive season? Messaging, a simple tool with a powerful impact, is one way to give your brand the edge during the holiday sales season.
Connect with Customers in Real-Time
The holidays are a whirlwind of shopping, gift-giving, and celebration. Shoppers are on the hunt for the perfect gifts, deals, and experiences. It’s the time when they’re most receptive to messages and offers. Leveraging messaging allows you to engage with your customers in real-time, reaching them where they are – on their smartphones.
Whether it’s through SMS, WhatsApp, or other messaging platforms, you have the means to deliver personalized messages, exclusive offers, and important updates directly to their pockets. This real-time connection is your opportunity to be top-of-mind and offer solutions to their holiday shopping needs.
One of the most significant advantages of messaging during the holiday season is the ability to send special offers and promotions directly to your customers. Create a sense of urgency with limited-time deals and flash sales. Use messaging to deliver unique discount codes or provide early access to your holiday catalog.
The instant nature of messaging ensures that your offers reach your audience promptly, enticing them to take immediate action. This not only drives sales but also encourages impulse purchases—a common occurrence during the festive season.
Increase Website Traffic
While messaging can boost sales directly, it also plays a pivotal role in driving traffic to your e-commerce website. Include links to your product pages, holiday gift guides, and blog posts in your messages. Use messaging to share valuable content, such as how-to guides, holiday recipes, or style tips that resonate with your audience.
By creating engaging and relevant content, you not only provide value to your customers but also encourage them to visit your website for more information and inspiration. This increased traffic can lead to higher sales conversions and improved SEO rankings.
Looking for a better way to reach customers this holiday season? Download our holiday messaging guide for retailers today!
Drive More Sales with Messaging
As the holiday season approaches, remember that messaging is your ally in driving sales, increasing website traffic, and engaging customers. The real-time, personalized nature of messaging makes it a powerful tool for retailers and e-commerce businesses. By incorporating messaging into your holiday marketing strategy and utilizing automation where needed, you can create a memorable and successful holiday season for your brand.
Don’t miss out on the opportunity to connect with your customers and stand out in a crowded market. Download our latest retailer guide, Deck the Halls with Lots of Messages, for everything you need, including message templates, to make this holiday stand out.
As a pioneer in the realm of carrier-grade communications, MMDsmart stands at the forefront of enterprise communication platforms. Our communications platform offers a plethora of services, from A2P development tools to carrier-grade messaging, ensuring businesses have the tools they need to thrive. With our API Voice and APIs for controlled communications, we empower enterprises to streamline their communication processes. The cloud-based call center solutions we offer are complemented by our cloud-based VoIP service, ensuring seamless communication in call centers. Our innovative conversion-based messaging platform, MessageWhiz, is designed to enhance businesses’ ability to communicate with their customers effectively. We also offer wholesale voice and wholesale SMS platform services, catering to a wide range of communication needs. Our commitment to high-quality voice communications and critical communications solutions has made us a trusted partner for numerous enterprises worldwide.
In the ever-evolving landscape of the 21st century, the dynamics of workplace relationships have undergone a remarkable transformation. Gone are the days when a rigid hierarchical structure was the norm, and communication flowed solely from the top down. Today, the focus is on fostering a collaborative, inclusive, and transparent working atmosphere where manager-employee relationships play a pivotal role in an organization’s success.
The Changing Workplace Atmosphere
At the beginning of this century, traditional command-and-control management styles began to give way to a more people-centric approach. The workplace atmosphere shifted from one marked by strict hierarchy and limited communication to one that values employee engagement, feedback, and active participation. This transformation is driven by a growing realization that businesses thrive when employees are not just cogs in the machine but active contributors to its success.
Corporate Culture and Communication
For today’s workplace, corporate culture and communication have taken center stage. They are no longer just buzzwords but critical factors that can make or break a company. A healthy corporate culture values diversity, encourages open dialogue, and promotes shared values and goals. Effective communication, both vertically and horizontally, is key to creating this culture.
At MMDSmart, we recognize the profound impact of manager-employee relationships, corporate culture, and communication on our business. We have made significant strides in creating an environment where every employee feels heard, valued, and empowered.
What MMDSmart Offers to Support Effective Communication
We believe that fostering open, transparent, and productive dialogue is the cornerstone of our success. To ensure this, we offer a range of initiatives, including regular feedback sessions, comprehensive professional training opportunities, and engaging roundtable discussions on the most effective communication strategies. Our commitment is not only to provide tools for effective communication but also to create an environment where every team member’s voice is heard, valued, and contributes to our collective growth and success.
Employee Feedback
We believe that feedback is a two-way street. Regular feedback sessions are a cornerstone of our approach, allowing employees to share their thoughts, concerns, and ideas. Managers actively listen, and this feedback loop fosters continuous improvement and a sense of ownership among employees.
Professional Training
We invest in our employees’ growth by providing access to a wide range of professional training programs. These programs not only enhance skills but also encourage cross-functional collaboration, further strengthening relationships.
Round Tables on Communication Strategies
We organize regular roundtable discussions where employees and managers come together to explore the most effective communicative strategies. This collaborative approach ensures that everyone is aligned, working towards common objectives, and sharing knowledge.
Fully Supporting our Employees
In today’s fast-paced and dynamic business world, manager-employee relationships, corporate culture, and communication are critical for success. At MMDSmart, we are committed to fostering an environment where these elements flourish. We believe that when employees are empowered and communication is open and transparent, the possibilities are limitless. Together, we’re not just building a business; we’re building a community where every voice matters and where success is truly a collective achievement.
Effective line managers play a crucial role in the success of any organization, especially in dynamic high-tech industries. These professionals are the bridge between senior leadership and front-line employees, responsible for translating strategic goals into actionable plans and ensuring their teams are engaged, productive, and aligned with the company’s objectives. However, being a line manager in the CPaaS world comes with its unique set of challenges. In this blog, we’ll explore these challenges and delve into five effective ways that companies can help their line managers improve their performance.
Challenges a Line Manager Faces while Developing CPaaS Services
Navigating the industry’s dynamic landscape requires a unique blend of leadership skills and industry expertise. Line managers in this fast-evolving sector find themselves at the forefront of managing teams, aligning strategies, and driving operational excellence. However, with great responsibilities come great challenges, including the following.
Rapid Technological Advancements: The industry is characterized by rapid technological advancements. Line managers need to stay updated with the latest developments in networking, mobile technologies, and data management to make informed decisions and guide their teams effectively.
Highly Diverse Workforce: High tech companies often have diverse workforces comprising engineers, technicians, customer service representatives, and more. Managing a team with diverse skill sets and backgrounds requires a deep understanding of different roles and effective communication strategies.
Performance Pressure: Our industry is known for its competitive nature, where companies strive to provide seamless services to customers. Line managers are under constant pressure to ensure that their teams meet performance targets while maintaining service quality.
Remote and On-Site Teams: With the advent of remote work, many companies have a mix of on-site and remote teams. Line managers must find ways to effectively manage and communicate with both types of teams while maintaining cohesion and collaboration.
Regulatory Changes: The industry is subject to regulatory changes that impact operations and strategies. Line managers need to quickly adapt to these changes and guide their teams accordingly to remain compliant.
How MMDSmart Helps Improve Line Manager Skills
Internal Education Programs
Investing in internal education programs tailored to the needs of line managers can yield substantial benefits. These programs can cover a range of topics, from leadership skills and effective communication to technical updates in the industry. Workshops, webinars, and online courses can provide managers with the tools they need to navigate their roles successfully.
For instance, a module on “Managing Diverse Teams” could help line managers develop strategies for fostering inclusion and leveraging the strengths of a diverse workforce. Additionally, modules on “Industry Trends and Innovations” could ensure that managers are well-informed about the industry’s latest developments.
Attendance at Conferences and Industry Events
Sending line managers to relevant conferences and industry events can broaden their horizons and expose them to emerging trends and best practices. These events offer opportunities for networking, learning from industry experts, and gaining insights into how other companies handle challenges.
A communication-focused conference might have sessions on topics such as “CPaaS Implementation Strategies” or “Customer-Centric Approaches in CPaaS.” Attending such sessions can equip managers with fresh perspectives and innovative ideas to apply in their roles.
HR Team Support
The Human Resources (HR) team plays a crucial role in supporting line managers. Regular interactions with HR can provide managers with resources to effectively handle employee-related matters. HR can offer guidance on performance management, conflict resolution, and employee development.
Moreover, HR can assist in conducting 360-degree feedback assessments, where managers receive feedback not only from their superiors but also from their subordinates and peers. This comprehensive feedback can help managers identify their strengths and areas for improvement.
Ongoing Feedback Mechanisms
Establishing a culture of continuous feedback is essential for line manager growth. Regular one-on-one meetings between managers and their supervisors can provide a platform for discussing challenges, setting goals, and receiving guidance. Constructive feedback helps managers understand where they excel and where they need to focus their efforts.
Additionally, encouraging peer feedback through tools like anonymous surveys or feedback sessions can create a supportive environment where managers learn from each other’s experiences.
Leadership Development Programs
Companies can design leadership development programs aimed specifically at enhancing line manager skills. These programs can cover topics such as strategic thinking, decision-making under pressure, and conflict resolution. By equipping managers with advanced leadership skills, companies ensure that they can handle complex situations with confidence.
Simulations and case studies can be incorporated into these programs to provide managers with hands-on experience in dealing with real-world challenges. This practical approach allows them to develop problem-solving skills in a controlled environment.
Keep Your Line Managers Ahead of the Industry
In the fast-paced and competitive world of CPaaS, line managers play a pivotal role in ensuring operational excellence and team performance. By recognizing and addressing the challenges these managers face, companies can create an environment that promotes continuous learning and improvement. Through internal education programs, exposure to industry events, HR team support, ongoing feedback mechanisms, and leadership development programs, line managers can enhance their skills and excel in their roles. As the industry continues to evolve, investing in line manager growth is an investment in the overall success of the company.
One-time passwords (OTP) are a business-critical communication tool. They enable customers to safely access accounts, transfer funds, and make purchases without the risk of threat actors and criminals stealing funds or data.
Delivery time is a critical performance issue with OTPs. Delays in account activation processes or purchases can lead to a loss of customer interest. Messages must be delivered within 10 seconds of the customer’s request for an OTP to ensure their continued interest.
Delivery time is even more complex when OTP messages have to cross international borders. To accomplish this, MMDSmart works with Infobip to ensure OTP messages traverse borders over low-latency SMS rates and have high delivery rates.
MMDSmart has direct operator connections in a number of regions, but working with Infobip’s direct operator connections increased our coverage area and allows us to provide reliable OTP services globally. As a result, MMDSmart has expanded into 40 additional countries, where customers receive reliable OTP service. Read more about our collaboration with Infobip on their blog.
Number Verification: Eliminating Wrong Numbers
Capturing customer phone numbers is an inexact science. In opt-in scenarios, customers may give a wrong number, or if they wrote the number by hand, it may have been transcribed incorrectly when entered into the database.
Customers are charged based on the number of messages sent, regardless if they reached their destination. To help eliminate the unnecessary expense of texting wrong numbers, MMDSmart integrated Infobip’s number lookup tool directly into its application. Users can upload their call lists into the MessageWhiz messaging platform and perform a number verification check.
Each number is checked against operator records and lets our customers know which numbers are valid and which are unavailable. Our customers can then remove wrong numbers from their databases before launching campaigns. By partnering with Infobip, MMDSmart now offers number verification in over 100 countries.
You can read more about our collaboration with Infobip in this blog.
Serving Customer’s Messaging Needs
Through collaborations with companies like Infobip, MMDsmart is able to deliver fast, reliable messaging services around the world. These partners, which include campaign automation tools like Customer.io, help our customers continue to enhance their marketing efforts. As a result, our customers are running highly-efficient campaigns that deliver results every day.
At MMDSmart, we believe in the power of three simple yet profound words: Connect, Engage, Smile. These words aren’t just our motto; they’re the driving force behind the incredible workplace we’ve cultivated. Here’s why MMDSmart is an exceptional place to work, where we connect, engage, and smile every day.
Connect
In the world of technology, connections are everything. But at MMDSmart, it’s not just about enterprise communication technology; it’s about connecting with our team, our clients, and our shared vision. Here’s how we emphasize connection:
Transparency: We value open communication. Transparency isn’t just a buzzword here; it’s a way of life. We believe in sharing information, fostering trust, and ensuring everyone is on the same page.
Creativity: We encourage our team to think outside the box. Creativity is the lifeblood of innovation, and at MMDSmart, we’re always seeking fresh ideas to push the boundaries of what’s possible.
Engage
Engagement is the cornerstone of a fulfilling career. At MMDSmart, we’re dedicated to keeping our team engaged, motivated, and passionate about what they do.
Reliability: Our clients trust us to deliver. Reliability is in our DNA, and we take pride in fostering positive engagements with them, consistently meeting and exceeding expectations.
Teamwork: We’re more than just colleagues; we’re a close-knit family. Teamwork is at the heart of everything we do. When challenges arise, we unite our strengths to overcome them, knowing that together, we can achieve the impossible.
Smile
Happiness matters. We believe in creating a workplace where smiles come naturally.
Positive Environment: A positive workplace is a productive one. We foster a supportive, uplifting atmosphere where every team member can thrive.
Work-Life Balance: We understand the importance of a healthy work-life balance. We want our team to not only succeed at MMDSmart but also find fulfillment in their personal lives.
At MMDSmart, we don’t just work together; we thrive together. We are a company that values its people, their ideas, and their happiness. We embrace diversity, promote growth, and celebrate achievements. Because when we connect, engage, and smile, we’re unstoppable.
Are you ready to see the MMDSmart spirit in action? Check out our brand-new corporate video, where you can experience firsthand how we live our motto every day. Watch the video here.
At MMDSmart, we don’t just build connections; we build careers and futures. Join us, and let’s connect, engage, and smile together. Your journey begins here.
Business collaborations are an essential road to success in a dynamic commercial environment. MMDSmart℠ cooperates with many different partners for technology and commercial projects, industry ecosystem and telecom connectivity.
Recently, our Call Center Connect division collaborated with technology provider PortaOne to develop new functionality included in the Call Center Connect platform. This landmark work significantly enhanced the features available in a cloud based contact center solution like Call Center Connect, and perhaps most importantly, those features are available out of the box, and don’t require any additional investment of time or money.
Find out how our vision to provide a full-featured service for smaller enterprises that don’t have the resources but still seek to provide the personalized attention their customers expect, morphed into a working cooperation that benefited both 2 companies, the market, and most importantly our customers. Here is the full article re-posted from the PortaOne site (link to Cloud PBX Success: How to Create a Cloud Call Center Solution ):
Not much more than a year ago, a cloud call center platform that’s perfectly customized for the needs of SMB enterprises wasn’t even on our development roadmap – to that point, it was something we left in the hands of our technology partners. Now, thanks to an exciting collaboration with MMDSmart℠ – an Israeli-based CSP that became a new PortaOne customer last year – a cloud contact center for small businesses is not only a robust feature of PortaSwitch + Cloud PBX, it’s also a major driver for PortaSwitch expansion and an opportunity for every telco to grow into a full-service, self-branded cloud PBX platform for the enterprise market.
Read on for the full story behind this profit-driving innovation: how it came to be, why our customers are our best creative resource, and how MMDSMart – and the entire PortaOne customer community – is benefiting from what we designed together.
From a brainwave to an MVP
In 2022, MMDSmart℠ came to PortaOne for a PortaSwitch demo and asked our team about cloud call center functionality – as a company that mainly serves the enterprise market, they foresaw a demand for such a service among businesses that don’t have the resources to host a large call center but don’t want to give up the personalized attention their customers expect.
At that point, we had not been offering such a feature directly, and so our technical team suggested a few outside vendors that MMDSmart℠ could integrate into PortaSwitch to fill that need. That’s when an MMDSmart℠ executive offered a brainwave: Rather than an outside integration, was there a way to adapt PortaOne’s existing cloud PBX web interface so that call center managers could see who was on a call and who was idle?
From that moment, PortaOne project lead Dmytro Lavraniuk could see it all mapped out: by simply adding a single page showing active calls to the self-care interface for a cloud PBX environment, he could create a basic mini contact center management portal within PortaSwitch cloud PBX – an MVP, or “minimum viable product” for a future cloud call center solution.
Even better? His team could build this basic functionality for MMDSmart℠ to “test-drive” in just two weeks. From there, they could use it, find its gaps, and help us expand it into the exact product they envisioned: Call Center Connect – an affordable, robust, and completely cloud-based call center solution that would put customer service back into the hands of small businesses.
“You have the market expertise, and we provide you with the building blocks you need to use that expertise,” explains Lavraniuk. “That way you can customize everything to your own uses and put together those pieces in the way that works best for you. That gives you a real competitive advantage.”
How MMDSmart℠ took our call center product to the next level
Out-of-the-box platform vendors that tell you how to use their products are missing out on one of the best drivers of innovation: the needs, knowledge, and creativity of their customers. Our initial MVP solution consisted simply of a few cloud PBX seats for customer service agents and a portal where team managers could monitor active calls and jump in or “whisper” to agents as needed, but as MMDSmart℠ put the solution to use and offered us their ideas on where it could improve, our team was able to push the edges of the product in the most effective directions for an enterprise-focused CSP.
Each of these back-and-forth conversations took the early versions of Call Center Connect further forward: MMDSmart℠ would bring us a request for an improvement or added functionality, our team would suggest the best integration, and MMDSmart℠ would tell us how we could adjust it to make it even more useful. Along the way, the team at MMDSmart℠ were becoming independent experts at adapting our source code on their own. Within a few months, they were developing their own integrations and improvements, connecting with us for advice when needed.
“We are proud of the architecture of our products because it is quite open,” says Lavraniuk. “We provide the APIs, and the customer can build their own ecosystem.”
The next Call Center Connect puzzle pieces: Seamless dialing and billing
One of the biggest advancements during this collaboration came when MMDSmart℠ decided to take their Call Center Connect solution a step further: they wanted their customers to be able to use their product without having to invest in any IP phones at all. The answer? The addition of PortaPhone: our customizable webRTC softphone app, based on the WebTrit technology stack, that can turn any web browser into a phone dialer.
To make it happen, MMDSmart℠ activated a free trial for PortaPhone via the Add-on Mart, then designed their own custom integration: they combined the PortaPhone click-to-dial functionality with the built-in customer self-care portal in PortaSwitch + Cloud PBX, then connected that to their own in-house CRM. It worked exactly as MMDSmart℠ wanted it to: a new enterprise customer can launch Call Center Connect immediately, with no need to order hardware – and their call center teams can work from home, or from anywhere in the world. The solution also allows managers to monitor traffic and supervise calls via the cloud PBX portal. And, thanks to that click-to-dial integration with the MMDSmart℠ CRM, agents can connect with customers directly from the web interface.
Once those pieces were in place, the next step was to create an autodialer. At the time, PortaOne did not offer an autodialer, but we did – and still do – offer access to our Call Control API. So, our team of engineers developed a customized solution that allowed MMDSmart℠ to embed their own autodialer into the portal. Then, they created an application that triggers the system to make a call and connect it to an agent. Finally, MMDSmart℠ had the idea to connect the dots and embed a link to their in-house payment gateway into their cloud PBX self-care portal. Now, when a Call Center Connect customer makes a payment, the payment gateway registers this transaction against the customer’s record in PortaSwitch.
“Call Center Connect from MMDSmart℠ is designed to provide our customers with a full-featured, off-the-shelf platform for managing a dynamic contact center. Our cloud-based call center solution can be personalized for each customer, providing the highest quality global voice service,” says Ira Cohen, VP, Business Development and Marketing for MMDSmart℠.
“The collaboration with PortaOne is significant because it enables growing companies to access and use advanced contact center tools without investing in expensive, resource-draining integrations. Working with PortaOne, we were able to add new functionality to our platform that was specifically designed for our requirements and for Call Center Connect customer needs, and the feedback from our customers has been fantastic.”
Individual innovation that benefits the entire industry
Many of the innovations that MMDSmart℠ and PortaOne created to launch Call Center Connect are now permanently available via PortaOne + Cloud PBX, our Add-on Mart marketplace for telco apps, and new releases of PortaSwitch – which means they are there for all PortaOne customers who want to expand their services. And as more and more CSPs in our community request new features for their enterprise customers, we will be scheduling even more functionalities into our development roadmap, whether that’s new custom reports, IVR, SIP trunking, enhanced portal environments for senior call center supervisors, or whatever monetizable service or competitive edge our customers think to ask for next.
“The whole cloud call center creation was something very spontaneous – it arose out of an idea, out of brainstorming, rather than from some larger, long-term marketing plan,” says Dmytro Lavraniuk. “And every time we have one of these conversations and put something new into our development roadmap, all of our customers benefit from it.”
Conflicts are an inherent aspect of human interactions, and the workplace is no stranger to this reality. From variances in opinions and communication styles to competing priorities, conflicts can emerge among colleagues, teams, or different departments. Successfully navigating these conflicts is crucial for maintaining a harmonious and productive work environment.
Let’s consider a scenario where two team members, Alex and Sarah, are working on a critical project with tight deadlines. As they collaborate, differences in their approaches and ideas start causing tension between them. The conflict escalates to the point where they are frequently disagreeing and struggling to find common ground.
Recognizing the impact of this conflict on team productivity, the project manager intervenes and schedules a meeting for both parties to openly discuss their concerns. During the meeting, active listening and empathy play vital roles as each person articulates their perspectives while the other listens attentively without interruptions. Through clear communication, they gain a deeper understanding of each other’s viewpoints.
The project manager encourages them to find areas of agreement and to collaborate on a solution that incorporates their diverse ideas. By adopting a collaborative problem-solving approach and employing effective communication techniques, Alex and Sarah successfully resolve their conflict, leading to improved teamwork and better project outcomes.
In this blog, we will delve into the prevalence of conflicts in the workplace, identify various types of conflicts that can arise, and, most significantly, present five highly effective strategies for resolving these conflicts through enhanced communication.
Types of Conflicts at the Workplace:
Understanding the various types of conflicts that can arise in the workplace is essential for effective conflict management. These conflicts can manifest in different ways, each with its unique challenges and implications. We will explore the five main categories of workplace conflicts and delve into their characteristics, root causes, and potential resolutions.
By gaining insights into interpersonal conflicts, task-related conflicts, role conflicts, communication conflicts, and organizational conflicts, we can equip ourselves with valuable tools to address and mitigate these issues proactively, fostering a more harmonious and productive work environment.
Interpersonal Conflicts – These conflicts occur between individuals and are often a result of personality clashes, differing work styles, or misunderstandings.
Task-related Conflicts – Conflict can arise when team members have different approaches or opinions about how to accomplish a particular task or project.
Role Conflicts – Role ambiguity or overlapping responsibilities can lead to conflicts among employees as they struggle to define their roles and contributions.
Communication Conflicts – Poor communication or misinterpretation of messages can lead to conflicts and strained relationships in the workplace.
Organizational Conflicts – Conflicts can also emerge due to issues related to organizational policies, resource allocation, or competition for promotions.
5 Effective Strategies for Conflict Resolution
Active Listening: One of the most crucial aspects of effective communication in conflict resolution is active listening. Encourage open dialogue, give everyone an opportunity to express their concerns, and ensure that all parties feel heard and understood.
Empathy and Understanding: Foster empathy among team members by encouraging them to put themselves in each other’s shoes. Understanding different perspectives can lead to more comprehensive and compassionate solutions.
Clear Communication: Emphasize the importance of clear and respectful communication. Encourage employees to express their thoughts and feelings constructively, avoiding blame or personal attacks.
Collaborative Problem-Solving: Instead of approaching conflicts as win-lose situations, promote a collaborative problem-solving approach. Encourage employees to work together towards finding solutions that benefit everyone involved.
Mediation and Conflict Resolution Training: Consider implementing conflict resolution training or bringing in a professional mediator to help facilitate discussions and guide the resolution process. Mediators can help keep conversations on track and ensure that emotions do not escalate the conflict further.
Conflict in the Office Shouldn’t Be Disruptive
Conflicts at the workplace are a natural occurrence, but they don’t have to be disruptive or damaging. By fostering a culture of open communication, empathy, and collaboration, organizations can effectively address and resolve conflicts, leading to a more harmonious and productive work environment.
Implementing these five effective strategies for conflict resolution will not only promote healthier relationships among employees but also contribute to the overall success and growth of the organization.
Regulating Conflict at MMDSmart
At MMDSmart℠, we wholeheartedly embrace various tools to effectively regulate conflicts in the workplace, fostering a harmonious and productive environment. Our approach revolves around active listening, wherein we encourage open dialogue and ensure that each individual has the opportunity to express their concerns, fostering an atmosphere of understanding and respect.
Empathy is another vital aspect we cultivate among team members, encouraging them to see issues from different perspectives to arrive at compassionate solutions. We emphasize the importance of clear and constructive communication, urging employees to express their thoughts and feelings without resorting to blame or personal attacks. To tackle conflicts head-on, we promote collaborative problem-solving, steering away from win-lose scenarios and guiding employees to work together to find mutually beneficial resolutions.
To further enhance conflict resolution skills, we provide mediation and conflict resolution training, and if needed, involve professional mediators to facilitate discussions and maintain a calm atmosphere, ensuring emotions don’t escalate conflicts. By embracing these tools, we empower our team to address conflicts proactively and harmoniously, resulting in a more cohesive and thriving work environment.
