MiaRec vs Verint®: What Is The Difference?

When so many Voice Analytics solutions make the same promises, how will you know which one is right for you? It is important to take the time to understand the differences between potential solutions.

MiaRec has helped thousands of contact centers achieve their business goals; we know how transformative the right solution can be. We want you to have all the facts you need to make the best decision for your business.

So how can you determine what’s a good fit for your contact center? In this article, we will compare MiaRec to Verint (Verint is a registered trademark of Verint Systems Inc. or its subsidiaries.), another popular contact center solution. You’ll learn which solution can better address your business goals.

What is Verint?

Verint provides a wide range of services to support your business processes and customer's buyer journey. Verint provides five solutions: Workforce Engagement, Digital-First Engagement, Experience Management, Engagement Data Management, and AI and Analytics. Their automated customer solutions integrate with most CRM and CCaaS platforms.

What Does Verint Offer?

Verint's Workforce Engagement solution, powered by Verint Da Vinci™ AI and Analytics, promises to reduce customer engagement operation costs and improve employee turnover rates. It's a secure solution to encourage customer self-service options and monitor customer interactions.

With Verint Digital First Engagement, you can elevate customer experiences with Conversational AI. Meanwhile, Verint Engagement Data Management utilizes call recording data and other interactions to extract meaningful insights. Verint Experience Management focuses on improving customer interactions. It makes use of customer data to understand buyer needs.

Identify, measure, and understand what drives positive or negative customer opinions with sentiment analysis. Verint call recording uses its Da Vinci AI and Analytics to transcribe calls and measure sentiment. Their sentiment analysis is calculated by leveraging several categories with metadata into a five-point scoring system between -2 and +2.

Scale customer engagement and contact center workflows with Verint's various platforms. Because of Verint’s extensive offerings, they're a popular and safe choice for contact centers across sizes and industries.

What is MiaRec?

MiaRec is a Conversational Intelligence Platform that'll improve your Quality Assurance (QA) and compliance workflows. MiaRec provides scalable, secure Automated Quality Management (AQM) and Voice Analytic Solutions.

What Does MiaRec Offer?

MiaRec improves contact center efficiency by streamlining QA processes such as call scoring and providing post-call feedback. Automate QA processes for instant results and save on the costs, labor, and time associated with Manual QA. With MiaRec Auto Score Card, you can score every call almost instantly. MiaRec’s dashboard also includes call transcripts you can review and leave agent feedback on. Everything is on one dashboard so you don’t have to juggle multiple pages.

Like Verint, MiaRec also offers sentiment analysis. Unlike many vendors, we use Natural Language Processing (NLP) instead of rule-based sentiment analysis. Rule-based sentiment analysis takes longer to configure and can be less accurate because you have to manually set up your list of “good” and “bad” words. With NLP, there’s no configuration required and it’s more accurate because it also measures sarcasm and context. 

Our solution is secure and compliant through Auto Redaction, audit logs, and more. Auto Redaction redacts any sensitive information from their transcripts and corresponding audio file. MiaRec is a safe and effective solution to get the most from your call data. We can also be integrated with most call recording platforms such as Microsoft Teams, Cisco Webex, Five9, and more. This isn’t a comprehensive list of all our features, we recommend reading Maximizing The ROI Of Contact Center Voice Analytics: Top 5 Use Cases to make the most of our platform.

Which Solution Is Best For Me?

Both solutions have overlapping features such as Speech-to-Text Transcription and their own automated QA solutions. They also have experience succeeding in multiple industries, from healthcare to finance. 

Verint is a great choice for contact centers looking for an all-rounder solution. Use Verint’s wide range of features to streamline existing workflows and enable agents with the tools they need to provide quality service. Not sure which solution(s) would meet your needs? Contact Verint and they will guide you through their demo and pricing packages.

What makes MiaRec stand out from Verint is our plug-and-play deployment method. We have a shorter deployment time than Verint, making us a more scalable option for both smaller and larger contact centers. All of our features, including our unique Auto Data Redaction feature are available at $78/month/user or $65/month/user if paid annually.

Conclusion

As you research contact center solutions, keep in mind what your needs are. Be sure to not only read about which platform offers what features, but to try these platforms for yourself. While there are benefits to choosing either Verint or MiaRec, it’s important that they’re not just a good fit, but a perfect fit for your contact center. 

If MiaRec is a better fit for your day-to-day operations, try out our free online demo. Regardless of which solution you choose, we wish you the best in your contact center’s journey.