Do you want to get insights into why your customers are calling you and how they feel about your brand?
- Manual post-call notes are time-consuming and result in errors and inconsistency.
- Agents are struggling to provide great customer service while achieving low AHT due to the manual typing of post-call summaries.
- Post-call surveys are providing insufficient insight into the customer's sentiment.
- Blind spots and a lack of coherent data mean your customer service quality and contact center efficiency are suffering, and you are not meeting your KPIs.
Are you wondering if there is a better way? Now there is!
Topical & Sentiment Analysis
MiaRec's unique combination of topic and sentiment analysis allows you to understand at a glance what your customers are calling about and how they feel about the topic.
This enables you to keep track of trends, determine specifically bad calls for follow-up, identify training gaps, and much more.
Learn more about:
Flexible Automated Call Summaries
MiaRec Auto Call Summary uses your call transcripts to recap conversations between agent and customer. Automating post-call procedures will save your agents time and energy, freeing them up for more high-value tasks.
Generative AI-based MiaRec Call Summary feature offers remarkable flexibility for customizing your summary style. Whether you prefer structured or unstructured summaries or perhaps just Key Facts combined with automatic Call Categorization (Call Type), the choice is yours.
Live Call Monitoring
The Live Monitoring feature lets supervisors listen to individual ongoing calls or in real-time or consecutive calls of a particular agent over time, allowing them to step in to de-escalate occurring issues if needed. Live call listening can help improve customer service and be used to train new employees.
MiaRec's Live Monitoring feature is platform-agnostic and does not depend on a specific phone system. All you need is call recording performed by MiaRec along with MiaRec Advanced licenses.
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