MiaRec Conversation Analytics

Score10 out of 10

1 Reviews and Ratings

What is MiaRec Conversation Analytics?

MiaRec is a provider of conversational intelligence and automated QA for contact centers. Contact centers can use MiaRec across the workforce to modernize workflows and surface intelligence at scale.

MiaRec's Conversational Analytics Platform records customer interactions compliantly and securely, and offers contact centers Voice AI and machine learning that enables customers to automatically record, analyze sentiment and keywords, evaluate agent performance, redact data, and more across customer interactions.

MiaRec ultimately aims to help users:

Improve Contact Center Efficiency and Productivity
Improve Customer and Agent Retention
Enhance CX and Increase Customer Satisfaction
Minimize liability and comply with legal requirements
Improve marketing and business intelligence

Categories & Use Cases

Media

Access both at-a-glance views and granular visibility into the sentiment analysis and scoring of customer interactions.

MiaRec Speech Analytics transforms voice data into a critical business asset and identify trends and root causes of customer experiences.

Users can generate statistics for calls, days, groups, users, agents’ performance and more with MiaRec’s reporting features.

Monitor and manage agent evaluations with built-in customized Score Cards, enabling users to leverage voice analytics with automatic score cards.

1 / 5

Iam Gael Garcia View profile

Social Media Designer in Marketing at GANEM (51-200 employees employees)

Use Cases and Deployment Scope

It allows us to collaborate on a trusted centralized platform with team members located in many different areas and several working from home. The user interface is clean, easy to understand, and intuitive, making training easy. We are also impressed by the improvements and new features that have been released in such a short time. Their team works hard to create new features all the time.

Pros

The dedicated CSM is always helpful, as are the annual business reviews and ongoing conversations to ensure
Customizing the chat icon was easy, and changes can be implemented on the site in seconds.

Cons

they are powerful routing mechanisms that allow us to create the workflows we need
I really like the way they communicate. We were assigned a customer success representative and ours is AMAZING.

Most Important Features

You can customize the settings to only ring during business hours
at any time of the day if even night calls are important

Return on Investment

Sometimes when we click to call, 2 additional numbers are added and the number is logged
Putting clients on hold and transferring clients is very easy.