MiaRec offers Automated Quality Management and Conversation Intelligence solutions for contact centers worldwide. Our platform is designed to automate workflows, save cost, boost efficiency, enhance customer experience, grow revenue, and drive digital transformation. With MiaRec, contact centers gain full visibility into their performance and can transform inaccessible call center data into valuable customer insights, all while ensuring compliance.
Founded in 2013, the Silicon Valley-based company serves more than 500 healthcare organizations, insurance firms, retail companies, financial services institutions, and other customer-first companies worldwide.
MiaRec Was Founded
MiaRec was founded by Gennadiy Bezkorovayniy. MiaRec launched a softphone and released our first versions of Call Recording software including MiaRec Solo (for individuals and small businesses) and MiaRec Business (for companies).
MiaRec 5.0 Launched
MiaRec version 5.0 released with new web-based UI and administration, dashboard, advanced search, and basic reporting.
Quality Management Introduced
The Quality Management tool for contact centers was added to complete MiaRec’s Call Recording offering. It included Live Monitoring, Screen Capture, and Agent Evaluations with fully customizable scorecards.
Multi-Tenant & Certificated Integrations
MiaRec released a multi-tenant solution for telecom service providers and underwent compatibility certification with leading telecom phone system vendors including Cisco, Broadsoft, and Metaswitch.
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QA & Compliance Enhancements
MiaRec added Automatic Scorecards and Performance Reporting functionalities to enhance the Workforce Optimization Suite for contact centers. MiaRec also launched Automatic Recording for Cisco to help customers comply with two-party consent legal requirements.
MiaRec In The Cloud
MiaRec launched Cloud offering of its award-winning solutions.
Continued Growth
MiaRec doubled revenue and continued to grow the team and customer base both internationally and within the US.
Voice Analytics
MiaRec introduced its AI-driven Voice Analytics functionality, including keyword spotting, topic trend analysis, and much more — completely changing the game in call recording and quality management.
Microsoft Teams Support
MiaRec for Microsoft Teams was released with full functionality to accommodate back-office compliance recording and humanize call data across the contact center.
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Customer Sentiment Analysis
MiaRec introduced Customer Sentiment Analysis including the ability to automatically score customer sentiment across an entire call volume and track how customer sentiment trends throughout a call.
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Five9 Partnership
MiaRec announced a partnership with Five9 that allowed customers to easily integrate the Five9 Cloud Contact Center through the VoiceStream platform. MiaRec joined the Five9 CX Marketplace to offer plug and play deployment.
Sentiment Analysis Dashboard
MiaRec introduced its Contact Center Sentiment Analysis Dashboard and Reporting features, which allowed for granular visibility across 100% of customer interactions.
Automatic Data Redaction
MiaRec announced its latest product release of AI-Driven Data Redaction capabilities designed to help contact centers scale compliance in their workflows and protect sensitive customer information.
Webex Contact Center by Cisco
MiaRec expanded its long-standing partnership with Cisco, launching integrations for Webex Contact Center by Cisco. The integration is easily accessible for all Webex customers through the Webex AppHub.
AI-based Auto Call Summary
MiaRec introduced AI-driven Automatic Call Summary powered by ChatGPT. The capability summarized every call automatically, empowering contact centers with consistent and accurate notes. Call Summary makes every call more efficient and every agent more productive.
Finalist for Best of Enterprise Connect 2024!
MiaRec has been named as finalist for Enterprise Connect 2024 Best of Show awards in 2 categories:
1. Best Use of AI
2. Best of Overall
Meet AI Prompt Designer
MiaRec introduced AI Prompt Designer, a feature crafted to streamline the customization and testing of Generative AI prompts. AI Prompt Designer provides users with a secure testing environment to refine Generative AI prompts, ensuring optimal performance prior to deployment in production.
MiaRec Platform Supports 98 Languages
MiaRec proudly announced that the platform support was extended to 98 different languages. This milestone underscores MiaRec’s commitment to serving a diverse global clientele by enabling comprehensive automation capabilities across multiple linguistic landscapes.
Revolutionizing Topic Analysis with LLM
MiaRec announced a groundbreaking upgrade to its platform, enhancing topic analysis through advanced Large Language Model (LLM) technologies. Contact centers can simply describe topics in natural language sentences, eliminating the need for exhaustive keyword lists.
Game-Changing Upgrades to Topic Analysis
Meet the latest and greatest in LLM-based Topic Analysis: justification and relevance scoring! These cutting-edge upgrades further boost how organizations interpret and leverage customer data, providing unparalleled accuracy and deeper insights that will energize the approach to customer engagement.
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Introducing MiaRec Voice of the Customer (VOC)
MiaRec is proud to announce the launch of MiaRec Voice of the Customer (VOC), a new feature designed to transform how contact centers measure and analyze performance metrics. MiaRec Voice of the Customer takes analytics to the next level, leveraging advanced AI capabilities to calculate a comprehensive array of critical metrics, including CSAT, NPS, NES, and more.
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RingCentral Native Integration
MiaRec seamlessly connects Auto QA and other solutions with RingCentral capabilities to provide users with a more efficient way to automate quality assurance processes in their contact center and access, analyze, and gain actionable insights from customer interactions.
