MiaRec, provider of award-winning voice AI solutions, announced a major analytics update to its call recording and quality assurance solution.
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MiaRec CEO Gennadiy Bezko said, “MiaRec is thrilled to take our analytics update live. This update integrates multiple applications into a cohesive analytics platform.” He added, “We built our analytics offering around flexible pricing models that allow customers to select the analytics functions they need.”
The update allows MiaRec to do far more than gather and present analytics data from customer interaction recordings. These new applications show alerts and trending topics based on automatic keyword spotting. MiaRec customers can now enhance their quality assurance and compliance efforts through a true voice analytics platform. Designed to extract insightful, business-critical data from customer conversations, MiaRec Analytics includes tools for call and employee scoring that allow companies to discover inefficiencies and training needs.
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Bezko said, “We poured countless hours into this release to make our application surpass the expectations of a recording and quality assurance platform. Keyword spotting has been a useful part of speech recognition, but really taking advantage of it requires the application to group words topically—the way a person would.” He continued, “MiaRec looks for the number of times a spotted phrase occurs, and alerts supervisors when a trend, positive or negative, is building in their call center.”
Users can also take advantage of a new PCI-DSS compliance feature that allows data masking in their audio and transcripts. The analytics update will be available on September 1st, 2021.