MDH brings deep telecom domain expertise to AWS cloud modernization, Amazon Connect contact center transformation, and AI-driven customer experience — purpose-built for the operational scale and complexity of communications service providers.
Legacy on-premise contact center platforms (Avaya, Cisco) with per-seat licensing, rigid capacity constraints, and six-figure maintenance contracts that can't scale with demand.
Long IVR menus, high transfer rates, and agents without real-time customer context — contributing to low CSAT scores and elevated churn in hyper-competitive markets.
Monolithic billing, provisioning, and network management systems that are expensive to maintain, slow to change, and blocking digital service launch timelines.
Manual NOC processes, slow incident detection, and siloed monitoring tools creating costly MTTR cycles — particularly during network events that spike contact center volume simultaneously.
Customer account, billing, service usage, and interaction data siloed across BSS, CRM, and network systems — preventing personalized CX and real-time agent context.
Legacy infrastructure preventing rapid launch of new digital products — OTT services, IoT offerings, and self-service capabilities that customers now expect as table stakes.
Migrate your Avaya, Cisco, or Genesys contact center to Amazon Connect — purpose-built for telecom scale with AI self-service, real-time network outage integration, and deep CRM/BSS connectivity. MDH has delivered telecom contact center transformations for operators handling millions of interactions annually.
Decompose monolithic billing, provisioning, and fulfillment systems into API-first microservices on AWS — reducing time-to-market for new services from months to days. MDH understands telecom domain models (TMForum TM Forum standards, service catalog, order management) and maps them to modern cloud architecture.
Generative AI on AWS Bedrock that delivers real-time agent assist, next-best-action recommendations, churn risk scoring at point of interaction, and proactive outreach automation — reducing churn and improving agent efficiency simultaneously.
AWS-native NOC automation with real-time telemetry ingestion, AI-driven anomaly detection, automated runbooks via Lambda, and bi-directional contact center integration — so when network events occur, your contact center responds automatically before agents get the call.
MDH's team brings direct telecom operator experience — not just general cloud knowledge. We speak your domain, understand your systems, and deliver at carrier scale.