MiaRec Takes Auto Data Redaction To New Heights With Machine Learning
By Gennadiy Bezkorovayniy on September 1, 2023 at 11:39 AM
The correct and accurate redaction of sensitive information in call recordings and transcripts is crucial to protect customers' personal data, ensure compliance, and more. But manual approach to data redaction is tedious, unreliable, and labor-intensive — until now.
Topic & Sentiment Analysis in Contact Centers: Definitions, Use Cases, Benefits
By John Ortiz on August 30, 2023 at 6:12 PM
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CX Today | MiaRec John Ortiz, MiaRec's Technology Sales Manager, joins Charlie Mitchell of CX Today for the CX Today discussion to talk about: * Definitions for topic and sentiment analysis * Contact center use cases and and benefits of both * Implementing topic and sentiment analysis …
MiaRec Big CX Update [Including Video]
By Tatiana Poly on August 6, 2023 at 5:05 PM
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BIG CX UPDATE | MiaRec Tatiana Polyakova, COO of MiaRec, joins Kieran Devlin of CX Today for the Big CX Update to talk about: 🆕 The new products and features coming to MiaRec 🏆Transforming quality management in the contact center 🤖 Leveraging generative AI and Machine Learning in t …
Support Financial Services Contact Center Compliance & Customer Strategies with Voice Analytics
By Tatiana Poly on July 14, 2023 at 9:21 AM
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Contact centers in the Financial Services Industry (FSI) are responsible for their institution’s reputation. How can adopting a Voice Analytics solution help them meet customer expectations and compliance requirements?
Lexicon- vs. Machine Learning-based Sentiment Analysis For Contact Centers
By Gennadiy Bezkorovayniy on June 16, 2023 at 3:29 PM
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Update July 2024: MiaRec now offers a new sentiment analysis based on Generative AI. It is very simple to set and more accurate than the previous ML-based Sentiment Analysis as it now considers the context of the entire conversation. Read this article to learn the difference between M …
What Does The CCPA’s CPRA Amendment Mean For Contact Centers?
By Tatiana Poly on June 2, 2023 at 8:18 AM
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The California Consumer Privacy Act (CCPA) was recently amended to include the California Privacy Rights Act (CPRA). What does this mean for contact centers that do business in California?
Top 3 Questions For MiaRec Auto Call Summary: Streamline Post-Call Work With ChatGPT
By Gennadiy Bezkorovayniy on May 12, 2023 at 12:41 PM
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With all the commotion on how ChatGPT could be redefining contact centers, you wonder what this means for your contact center. How can you take advantage of the new ChatGPT-driven solutions on the market?
Top 6 Topic Analysis Use Cases For Any Contact Center
By John Ortiz on April 21, 2023 at 3:06 PM
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As you see Voice Analytic solutions promote their Topic Analysis capabilities, you start to wonder what is so special about organizing calls by topics. Because Topic Analysis is such a versatile tool, it is hard to give a simple answer on how to best use it. It can boost agent morale, …
What Does MiaRec Bring To Five9 Customers?
By John Ortiz on April 18, 2023 at 9:17 AM
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With several solutions on the market all promising to better your contact center, how are you meant to choose? How does MiaRec compare to Five9? Are they offering the same solution or can they be integrated with each other?
Maximize the ROI of Contact Center Voice Analytics: Top 5 Use Cases
By John Ortiz on April 12, 2023 at 4:04 PM
Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck? If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best …