Medusmo

MEDUSMO is an enterprise customer experience and BPO provider operating from Poland since 2021. We run inbound service, outbound sales and back-office operations for organisations where customer contact is a revenue and retention channel, not a cost line.

WHAT WE DO
Voice, email, chat, messaging, social and bots - handled in 24 EU languages, 24:7:365, by native and near-native speakers recruited against each project's scope. Programmes range from single-market pilots to multi-language operations running across several time zones.

HOW WE DELIVER
We operate a HUB & SPOT structure: a central operations hub supported by a satellite site, with capacity added without breaking process continuity. Every client is served by a dedicated, named team. Agents are assigned to one project and are not rotated across accounts, so product knowledge compounds instead of resetting each time volume grows.

TECHNOLOGY
The entire operation runs on Genesys Cloud - omnichannel routing, real-time dashboards, full interaction recording, quality management and workforce management, without clients investing in contact centre infrastructure or licences of their own. The platform holds ISO/IEC 27001:2022, SOC 2 Type II, PCI DSS and HIPAA certifications. Our procedures are built on that stack and structured around GDPR, including Article 28 processor arrangements and role mapping in multi-party campaigns.

WHERE WE FIT
Regulated and quality-sensitive sectors - financial services, insurance, healthcare, e-commerce and retail - where audit trails, scripting discipline and data handling weigh as much as CSAT.

HOW WE WORK
Reporting scope and SLA structure are agreed against your business metrics before go-live, not retrofitted afterwards. Decision paths are short: clients deal directly with the people running their operation. Most engagements start as a pilot on live traffic, so the model is validated on real data before scale is committed.