MiaRec Emerges as Conversational Analytics Provider with New Product Enhancements

3 min read
October 27, 2022 at 12:16 PM

The way we communicate has changed drastically in recent years, and as the way we communicate changes, so too must the tools we use to support and improve those interactions.

In the past, most companies used call recording for quality assurance and compliance purposes. However, this approach is no longer sufficient to meet the needs and increasing expectations of today's customers. Call recording, as a standalone product, provides a limited view of the customer experience due to a lack of ability to analyze that data and extract from it at scale.

Customers now understand and accept that companies are recording every interaction. However, on the flip side, customers also expect that this data is used to create outstanding customer experiences that are contextual and tailored. This shift has forced companies to reevaluate the way they manage customer interactions. MiaRec is at the forefront of this new wave of customer experience management with our Conversational Analytics platform.

In this blog post, we'll explore MiaRec's entrance into the emerging category of Conversational Analytics and the new product enhancements that have led us there. We'll discuss how this new direction reflects the changing landscape of customer communication and how MiaRec's platform can help organizations keep up with the latest trends.

What Is Conversational Analytics?

Conversational Analytics is a relatively new field of customer experience management that's powered by artificial intelligence and natural language processing. It offers organizations a way to derive value from customer conversations in order to improve the customer experience.

Conversational Analytics includes features like automated quality management, voice analytics, and sentiment analysis. These tools help organizations streamline efficiency, enhance the experience between company and customer, and realize better business outcomes.

MiaRec's Conversational Analytics Includes Voice Analytics, Automated Quality Management, & Sentiment Analysis

MiaRec's Conversational Analytics platform offers a more comprehensive view of the customer experience by capturing diarized audio data. This data is then processed by our AI/ML engine to provide valuable insights that can be used to improve quality management, customer feedback, and dispute resolution.

Some of the key features of our Conversational Analytics platform include:
  • Automated Quality Management (AQM): Our Automated Quality Management tools help you streamline your QA workflows to save your team valuable time and effort. We deliver valuable insights for both managers and agents to improve performance and retention through personalized feedback.

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  • Voice Analytics: Our Voice Analytics tool helps you unlock the full potential of your call data with features like keyword spotting, trend analysis, and sentiment analysis. These insights can be used to improve customer satisfaction, agent training, and marketing strategies.

  • Sentiment Analysis: Our Sentiment Analysis tool, included in the MiaRec Voice Analytics package, uses natural language processing to analyze customer conversations and identify emotions like joy, anger, and frustration. This information can be used to improve the customer experience by addressing pain points and resolving issues faster.

Improved Performance Means Better Business Outcomes

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Here are some of the ways Conversational Analytics can help drive better contact center performance and ultimately better business outcomes for an organization.

  • Maximize Operational Efficiency - Work smarter, not harder. Save time and effort across your contact center operation by automatically evaluating and analyzing 100% of your customer interactions. Reduce costs while boosting productivity across your workforce.
  • Improve Agent Performance - Data-Driven Results. Increase customer and agent retention with modern QA workflows that provide contact center agents and managers the continuous feedback and role-specific views they need to deliver customers with the game-changing experiences they expect. Conduct root cause analysis to align agent training with best practices and customer sentiment.
  • Compliance - Prevention through Visibility. Improve compliance with the visibility into every interaction necessary to improve script and disclosure adherence with Speech to Text Transcription and Data Redaction to help comply with PCI-DSS, HIPAA, and more.
  • Surface Intelligence - Know Your Customer. Surface every opportunity to meet the needs and expectations of your customers with actionable intelligence and insights into product, price, competitors, and more.

Key Differentiators That Set MiaRec Apart

MiaRec Conversational Analytics is a best-of-breed solution that offers automated quality management and voice analytics tools powered by a proprietary AI/ML engine. Our easy-to-use platform can be deployed in less than 24 hours and does not require expert knowledge to operate. With MiaRec, you can analyze every call for hypervisibility into your contact center's performance. Our native speech engine and AI-powered keyword customization make it easy to extract the data you need from your conversations at scale.

MiaRec's Conversational Analytics platform is the perfect solution for companies looking to improve their customer experience management. We offer a complete suite of tools to help you get the most out of your customer interactions. If you're interested in learning more about our platform, please contact us today to schedule a demo

Checklist For Maximum Efficiency Call Center Operations

Checklist For Maximum Efficiency Call Center Operations

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