MiaRec vs Calabrio ONE: What Is The Difference?

4 min read
May 4, 2023 at 4:52 PM

While researching contact center solutions, you might be overwhelmed with all the options on the market. From pricing to integration, you realize there are several factors that you need to consider.

MiaRec has provided Conversation Intelligence solutions for contact centers in healthcare, retail, finance, and more. While our solution could be a great option for you, there is more to choosing a solution than hearing us say, “Trust us”. We want to make sure you have all the information you need to make a decision that meets your needs, which is why we have taken the time to compare our top competitors. 

In this article, we will be sharing an honest comparison between MiaRec and Calabrio ONE. It is not enough to know what features make a “good” solution; you need to know how these features can benefit your contact center. Use this article to learn more about to how can get the best ROI with either solution. 

Calabrio ONE vs MiaRec

What is Calabrio ONE?

Calabrio ONE is a Workforce Optimization (WFO) solution that offers comprehensive traditional Quality Management (QM) and Workforce Management (WFM) services. Its solution includes reporting and gamification capabilities. Seamlessly scale business processes and manage agents with Calabrio ONE.

Calabrio ONE call recording integrates with Amazon Connect, Avaya, Salesforce, and a variety of other platform providers.

What Does Calabrio ONE Offer?

MiaRec and Calabrio ONE both offer screen and call recording services. Calabrio ONE’s platform also includes post-call surveys and call scoring with basic sentiment analysis to streamline after call work. 

Your call data is then used to review agent performances and customer behavior. These insights allow for better visibility into your contact center, making it easier for you to provide feedback on how to improve agent performance and quality management processes.

Calabrio ONE's QM dashboard includes built-in gamification tools to review and compare agent performance. You can use this feature to create agent and team competitions. Boost agent morale by providing rewards based on performance.

You can use Calabrio ONE’s WFM suite to forecast call volumes and schedule agents as needed to meet predicted demand. Alternatively, you can use Calabrio’s My Time app and have your agents set their own breaks, ensuring you always meet self-staffing requirements. 

What Is MiaRec?

Just like Calabrio we offer WFO solutions, that include call recording, screen capture and quality management, but the main focus of our solution offering is a Conversation intelligence solution best known for our innovative Voice Analytics and Automated Quality Management (AQM) tools. Our solution leverages AI to securely transform your call center data into actionable insights. Streamline your quality assurance processes to drive digital transformations, meet compliance regulations, maximize contact center efficiency, and more.

MiaRec integrates with Microsoft, Five9, Cisco Webex, and other additional communication solutions.

What does MiaRec Offer?

MiaRec’s Voice Analytics and AQM solutions contain tools to improve customer conversations and post-call processes. MiaRec offers advanced Topics and Sentiment analysis to measure the context behind the conversation. You can use these insights to optimize customer journeys, influence business decisions, and more.

There are two ways to analyze sentiment: Natural Language Processing-based (NLP-based) and rule-based sentiment analysis. Most solutions have rule-based sentiment analysis, however MiaRec uses NLP-based sentiment analysis. Rule-based analysis requires you to manually configure "good" and "bad" words. NLP-based analysis is plug-and-play and does not require any configuration. It can also detect sarcasm and context in conversation, leading to a more accurate analysis. 

Our post-call services also include MiaRec Auto Score Card and AI-Powered Auto Call Summary. MiaRec Auto Score Card automatically grades every agent call and provides personalized feedback. Compared to manual call grading, it is a faster and more cost-effective way of scoring calls and measuring script adherence.

Meanwhile, our Auto Call Summary streamlines after call work by generating call summaries for you. Agents will no longer have to take notes during the call, they can focus on providing quality customer service. 

While MiaRec offers standard security measures including role-based access and encryption, we stand out from other solutions with our Auto Redaction feature.  With Auto Redaction, you can automatically remove sensitive information (credit card numbers, birth dates, SSINs, etc.) from transcripts and corresponding audio files.

Conclusion: Which Solution Is Right For Me?

Calabrio vs MiaRec

When considering any solution, it is important to know what your contact center needs. Calabrio ONE offers thorough Quality Management capabilities. Its platform provides the WFO and WFM tools you need to meet operational demands. This means that Calabrio ONE is a great option if you want to boost agent morale, view performance reports, and forecast call volumes. 

Meanwhile, MiaRec provides your contact center with innovative Voice Analytics and Automate Quality Management tools that will help you get the most out of your customer interactions. Our platform is ideal for analyzing call data, understanding customer sentiment, and extracting meaningful insights to support business operations. We recommend MiaRec if you are looking to automate your quality management and compliance processes while getting customer insights using powerful AI-based tools.

Be sure to try out both solutions for yourself. Make sure you can see yourself and your agents using either platform. Click here to try out MiaRec’s free online demo or schedule a personalized demo.New call-to-action

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