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MCI

MCI helps customers take on their CX and DX challenges differently, creating industry leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

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MCI scalable call centers are prepared and ready for your call spikes 24/7/365

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services to mid-market, Federal & enterprise partners. MCI now employs 5,000+ talented individuals with 100+ diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).

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INSPIRING A CULTURE OF EXCELLENCE - JOIN OUR TEAM!

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Award-Winning Approach to Customer Experience

In 2019 MCI was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine’s List of Fastest Growing Companies 16 times respectively.

MCI is headquartered in Iowa City, IA, and has 16 customer contact management centers, IT services, and business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Massachusetts, New Hampshire, New Mexico, Nova Scotia, South Dakota, Texas, and Wichita, KS.

Why Choose MCI?
Tech-Enabled
Contact Center Solutions

Our automation solutions drive service costs down by empowering customer self-service and by augmenting the associate experience.

Our extensive experience in technology is a key reason that MCI will make a strong partner. Our in-house development team’s real-world knowledge when it comes to connecting many individual systems to form a cohesive whole is unparalleled. From using API technology to connect email and chat platforms to custom-built reporting, analytics, and software design, our team is ready to consult with our partners to build the most effective possible platform.

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Imagine if you could improve first call resolution and average handle time by properly routing Tier 0 and Tier 1 interactions, while enabling human intervention for more complex interactions. MCI automates AI and RPA solutions making it possible. Traditional contact centers can be very expensive. With rising labor rates and proliferating digital channels, leveraging automation technology, machine learning, and bots can be a cost-effective way to improve your customer and employee experience. Our Artificial Intelligence as a Service drives service costs down by empowering customer self-service and enhancing the associate experience through intelligent virtual assistants that help them learn and serve customers better.

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Our Business Process Outsourcing as a Service (BPOaaS) provides your company the contact center associates, training, facilities, technologies, and operational expertise to create exceptional customer experiences across all touchpoints. Delivered onshore, nearshore, or an via at-home workforce, our tech-enabled omnichannel contact centers support all customer channels, including SMS, voice, chat, social, video, and email.

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Contact Center as a Service (CCaaS) is a software deployment model that enables companies to only purchase the technology they need and is commonly operated by a vendor to reduce IT, integration, and support costs. We equip clients with the facilities, people, processes, and modern omnichannel technologies that build value across every interaction on all channels.

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From political organizations to Fortune 500 & start-ups, growing enterprises improve customer service & sales by engaging your most valued assets with high-volume dialing & enhanced IVR platforms. IVR technology helps reduce staffing costs by allowing calls to be made and/or handled automatically. Whether you need an enhanced national interactive voice response (IVR) system to route calls or your are making voice broadcasting robo calls gathering polling numbers for your local congressman, our IVR is flexible and nimble to affect the solutions your customer need.

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MCI Contact tracing slows the spread of COVID-19. Contact tracing helps protect you, your family, and your community by: Letting people know they may have been exposed to COVID-19 and should monitor their health for signs and symptoms of COVID-19. Helping people who may have been exposed to COVID-19 get tested.

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MCI is growing, again!

10,000 EMPLOYEES AND GROWING!

COAST-TO-COAST U.S.A. LOCATIONS

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WHY WE WIN

Drive Business Results With Omnichannel CX Technology

We equip clients with the facilities, people, processes, and modern omnichanneltechnologies that build value across every interaction on all channels.

Contact Center Software

MCI has its own proprietary contact center software and we are more than capable of integrating with existing systems.

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Live Agents Anywhere

Create lasting profitable customer relationships in every interaction and across every channel with our contact center customer service teams.

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SMS/Text Messaging

One of the most effective ways to “chat” with prospects and customers is to meet them in a channel they most prefer (Desktop, Tablet and Mobile).

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Live Chat and Email

Leveraging our advanced agents with cutting-edge technology, we are able to integrate most chat platforms on the market today with our contact center software suite.

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Systems Integration

MCI can support diverse connectivity methods to enable access to systems – IPSEC point to point VPN, physical VPN device, virtual connectivity through a locally installed VPN.

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Back Office Support

Much more than a call center, MCI provides back office support services at an extremely affordable rate, while increasing efficiency, service levels and sharing best practices.

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Gravis Apps

GravisApps is a provider of contact-center-as-a-service (CCaaS), software-as-a-service (SaaS), automated market research software, hosted advanced interactive voice response (IVR), and database management processing services.

  • Software-as-a-Service (SaaS)
  • Custom Telephony
  • Rapid Application Deployment
  • CRM & API Integration
  • Quality Assurance Integration
  • Analytics & Insights
  • Managed & Self-Services
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Mass Markets

Mass Markets is an industry leader in tech-enabled B2B and B2C contact center telesales, customer care and omni-channel digital services. With a culture built on delivering superior levels of performance, we are committed to praiseworthy customer interactions that create value for our clients.

  • Enterprise Contact Centers
  • Business Process Outsourcing
  • Telesales & Lead Generation
  • Complex Customer Care
  • Omnichannel Solutions
  • Digital Transformation
  • Workflow Optimization
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MCI Federal Services

MCI believes the federal IT Services and BPO landscape is well-positioned to bridge legacy services with agile providers, like MCI. The latter can help optimize and leverage data and technology, adapt to change, automate processes (including redesigning), improve competitive advantage, and identify sustainable growth opportunities among federal customers.

  • Over 1000 Remote At-Home Workforce
  • Rapid Program Ramp Up
  • Premise Based Locations Throughout the US
  • Multi-Channel Technology
  • Digital Self-Services
  • Customer Service/Care Experts
  • Business Process Outsourcing
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OnBrand24

OnBrand24 is a leading domestic contact center outsourcer with over 30 years of inbound and digital experience. Our site-based ambassadors passionately and professionally maintain your brand messaging across all content channels: phone, email, live chat and social media.

  • Contact-Center-as-a-Service
  • CX Management
  • Lead Generation
  • E-Commerce Support
  • Digital Self-Services
  • Digital Omnichannel Agents
  • Digital Experience Platform (DXP)
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Sydney Call Centre

The Sydney Call Centre Inc. is a leading Canadian tech-enabled business process outsourcing (BPO) and information and communications technology (ICT) firm located in Nova Scotia, Canada. The Sydney Call Centre. has clients throughout North America. We deliver exceptional contact centre services, analytics and technology to large organizations.

  • Customer Service
  • Inbound Customer Care
  • Outbound Sales
  • Full Customer Lifecycle
  • Intelligent Automation
  • Process Optimization
  • 24/7/365 Tech Support
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Valor VIP

Valor Intelligent Processing, LLC, also known as “VIP,” founded September 2018, is a digital, tech-enabled and cutting edge Accounts Receivable Management (ARM) company with headquarters in Jacksonville, Florida and locations in Tampa, FL and Dallas, TX. Valor provides enterprise level first and third party solutions for every stage of the customer account life-cycle.

  • Compliant Debt Recovery
  • Business Process Management
  • Digital Financial Services
  • CX Management
  • Customer Experience Strategy
  • Accounts Receivable Management
  • Special Projects
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SAM NAICS Codes

MCI's technology suite of products and services work seamlessly together to enable our clients to focus on their business, while we expertly focus on their customers experiences.

511210Software Publishers
518210Data Processing, Hosting, and Related Services
519190All Other Information Services
524291Claims Adjusting
524292Third Party Administration of Insurance and Pension Funds
541511Custom Computer Programming Services
541512Computer Systems Design Services
541519Information Technology Value Added Resellers
541519Other Computer Related Services
541611Administrative Management
541613Marketing Consulting Services
541690Other Scientific Services
541690Technical Consulting Services
541990All Other Professional, Scientific, and Technical Services
561110Office Administrative Services
561320Temporary Help Services
561420Telephone Call Centers
561421Telephone Answering Services
561422Telemarketing Bureaus and Other Contact Centers
561431Private Mail Centers
561440Collection Agencies
561499All Other Business Support Services
561990All Other Support Services
611430Professional and Management Development Training

*Services MCI specializes in are indicated in orange. 

MCI organically grows, acquires and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners.

Contact Center Blog

TECHNOLOGY PARTNERS

We work in partnership with all the major technology suppliers, developing first class solutions for our clients. Turnkey customer service outsourcing contact centers.

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    Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners.

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