FAQ
Can I mix and match packages?
No. All users within the organization must be on the same package.
What is the minimum seat requirement?
For all cloud packages we require a minimum purchase of 25 licenses.
How does billing work?
MiaRec charges customers for the maximum number of active users that were on the platform for a given month. Active user includes agents, supervisors, and admins.
We do not prorate the addition or deletion of named users mid-month.
Example: If a customer starts the month with 50 agents, removes 25 of them mid-month, and then adds another 25 to replace them, they would be charged for 50 total named users that month. We will not double bill for the additional seats they added.
Do admins and supervisors require a license?
Yes. All active users, including admins, supervisors and agents, require a license. For employees that left your company, you can use the Archived User License if you need to retain their data in the platform.
What is an archived user license?
When an employee leaves your company, you can archive that user account to security retain their data and prevent them from accessing the platform. Archiving a user account changes their state to archived and assigns them an Archived User License. After a user is archived, they cannot sign into their MiaRec account, their calls will not be recorded, transcribed, analyzed or scored. The previously collected data (recordings, score cards) for the archived users will be retained in the platform. An archived user license has storage limits as described in the Fair Use Policy.
What is a token in AI Insights and Auto QA features?
MiaRec uses Large Language Models (LLM) for its advanced features like AI Insights and Auto QA (call scoring). For example, to categorize a call, the platform submits to the LLM a call transcript (text) together with a prompt (i.e. instructions like “Categorize this call into one of the following categories: issue with payment, order product, schedule appointment, …”). A usage of LLM-based features is counted in tokens, where 100 tokens is approximately 75 words of text that is being processed as an input to the model or generated as an output. The longer the call, the more tokens it consumes. The average conversation rate for English speakers in the United States is about 150 words per minute. A classification of a 15 minutes call with LLM will consumes approximately 3,000 tokens (15 minutes x 150 words/minute / 0.75 words/token = 3,000 tokens). Auto QA feature consumes more tokens than AI Insights because it need to process the same call transcript multiple times depending on a total number of questions in a score card (in average one pass is required for each 5 questions). If a score card consists of 15 questions, then scoring of the same 15 minutes call will require 3 passes and will consume 9,000 tokens (3,000 tokens x 3 passes = 9,000 tokens).
Thus, processing of one minute of transcript with AI Insights (for example, classify a call into one of categories) consumes approximately 200 tokens. Average business user generates 1,500 minutes of calls per month. Classifying all calls of this user will consume 300,000 tokens per month (200 tokens/minute x 1,500 minutes = 300,000 tokens).
Auto QA consumes 3 times more tokens, in average. Thus, auto-scoring calls of the same user will consume 900,000 tokens per month. In reality, you may not need to score every call. Usually, very short calls are excluded from auto scoring.
So, what can you do with 2,000,000 tokens per user/month? For an average organization, this amount of tokens is enough to auto-score 100% of user calls plus extract 3-4 AI insights, like automatic call classification, automatic call disposition, extracting key facts like customer names, a product that was ordered/discussed, pricing, etc.
Do you also offer an on-prem version?
A: Yes, we offer on-prem or hybrid set-up based on customer-specific requirements. The on-premise pricing is slightly different and depends on multiple factors. Please request a quote here.
Is this service HIPAA-compliant?
For our healthcare customers, we can provide a fully HIPAA compliant cloud solutions. The pricing for HIPAA compliant versions might be different from standard pricing above, please request a custom quote.
To learn more about HIPAA and other compliances, please click here.
I already have call recording, can I just buy Voice Analytics/Conversation Intelligence product?
Yes, for those customers that have call recording and UC/CCaS systems compatible with MiaRec, we offer our Conversation Intelligence and Auto Quality Management solution as a stand-alone product. Please request a quote here.
Do you sell call recording only?
No, Call Recording is sold as an add-on product for customers willing to acquire MiaRec Automated Quality Management and Voice Analytics Solutions.
Do you sell Screen Recording as a standalone product?
No, Screen Recording only works when the MiaRec platform is actively recording audio calls. Screen is captured only when agents handle calls and for a short wrap-up period after call disconnects.
