The Contact Center AI Maturity Model: Your Strategic Roadmap to Transformation
By Gennadiy Bezkorovayniy on August 11, 2025 at 12:00 AM
I speak with hundreds of Contact Center managers and Directors of Operations from mid-sized to large organizations every year. While they each face slightly different challenges (based on the industry they are in or the level of AI adoption they have already achieved), most of them sh …
We Built Auto QA to Automate QA. Our Customers Used It to Transform Their Business.
By Tatiana Poly on May 20, 2025 at 1:41 PM
When we first launched our Auto QA solution, we expected companies to adopt it for one reason: to automate the tedious process of manual call reviews. And many did. But over time, something unexpected happened. Our customers started telling us they were getting so much more out of it …
The Financial Impact Of Customer Churn (Direct vs. Indirect Costs)
By John Ortiz on March 17, 2025 at 11:32 AM
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When I was a contact center manager several years ago, my primary goal was new sales. It wasn't until about a year later that we realized that we were losing customers faster than we could acquire them and that finding new customers was a lot more expensive than retaining existing one …
Press 0 for the Future: Voice AI Agents Set to Transform Contact Centers in 2025
By MiaRec Team on December 12, 2024 at 3:50 PM
Curious about where the contact center industry is headed in 2025? MiaRec Founder and CEO, Gennadiy Bezkorovayniy shares his bold predictions in a short, insightful video. From the decline of IVRs and text-based chatbots to the rise of Voice AI Agents that could replace human support …
12 High-Impact Decisions You Can Confidently Make Using MiaRec Dashboards & Reporting
By John Ortiz on July 11, 2024 at 9:20 AM
Call centers generate enormous volumes of data, but without the right tools to make this data accessible, they are known to starve for insights. And I should know because I was a contact center team leader for years. One of my biggest frustrations was that I always spent a large porti …
MiaRec Platform Now Available in 98 Languages
By MiaRec Team on June 27, 2024 at 2:59 PM
Imagine, a world where language is no longer a barrier in customer service. Many contact centers already offer multiple language options to their customers. With MiaRec's AI-powered Conversation Intelligence and Auto QA solutions, contact centers are now able to analyze 100% of those …
Crafting AI Prompts: 5 Expert Tips for Contact Centers
By Gennadiy Bezkorovayniy on April 8, 2024 at 2:33 PM
Ever since COVID, contact centers have increasingly invested in Artificial Intelligence (AI). In fact, according to a recent MarketsandMarkets report, the global contact center AI market is expected to grow at a CAGR of 21.3% from $1.6 billion (May 2022) to $4 billion by 2027. AI tech …
Generative AI In Conversational Analytics: Demo & Discussion [CX Today]
By John Ortiz on March 30, 2024 at 7:44 PM
CX Today | MiaRec CX Today’s Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. He then speaks to John Ortiz, Technology Sales Manager at MiaRec, who put the demo together, to go through some of the video’s key talking points. What ben …
MiaRec's QA Dashboards & Analytics: Insights & Trend Analysis
By John Ortiz on March 21, 2024 at 8:25 AM
An organization's contact center is producing an enormous amount of data every day, but traditionally these insights have been inaccessible. For example, contact center managers would get random glimpses into what is going on by evaluating a tiny fraction (2-5%) of their calls. Howeve …
Who Is Not A Good Fit For MiaRec?
By Tatiana Poly on March 18, 2024 at 1:42 AM
When it comes to selecting the right Conversation Intelligence solution for your organization, it is crucial that you assess various vendors to ensure they align with your specific needs. Depending on those needs, some vendors will be a better fit than others.