Call Recording Features

Web-based user interface

Access call recordings anytime, anywhere with MiaRec’s intuitive, user-friendly Web interface - no desktop software needed.

Real-time dashboard

Gain a real-time picture of your entire contact center performance. MiaRec’s dashboard provides an at-a-glance view of calls-per-day, call duration, active calls, total number of recorded calls, and more.

Intuitive call search and playback

Search millions of calls by any parameter, quickly and easily—e.g., date, time, caller/callee number, agent’s name - or simply type in a search term. Playback is available right in the browser window.

Advanced audio player

Audio visualization allows to detect easily silence and talk-over periods in conversation.

Live monitoring

Monitor employees’ calls in real time to guide and support agents to deliver optimum customer service.

On-demand recording with Look-Back technology

Record conversations from the very beginning, even with calls that are already in progress. With MiaRec’s Look Back feature, you won’t miss a single word.

Call notes

Create notes for calls. Effortlessly search for any key word within notes to easily find the relevant call recordings.

Call flow reconstruction

View multiple related call segments at one place. MiaRec groups all transferred calls into a single interaction to create a complete picture of every customer interaction.

Agent Evaluation

Monitor and evaluate agent performance. Save time with built-in easily customized Score Cards. Leverage Speech Analytics for Automatic Scoring.

Reporting

Generate statistics for calls, days, groups, users, and more with MiaRec’s comprehensive reporting features. Export reports to Excel and PDF files for easy sharing within your organization.

Multiple recording options

Record all calls automatically. Select calls to be recorded based on rules or specific criteria. Initiate on-demand call recording.

Fine-grained privileged access

Customize roles and define user rights, such as playback, live monitoring, administration, and resources access.

Active and passive call recording

Record calls across a variety of call scenarios and telephony infrastructures. MiaRec supports both active (integration with PBX) and passive (port-spanning) call recording, to deliver the best call-recording option in any deployment scenario.

Centralized multi-site call recording. Recording of Remote workforce.

Record calls made to and from multiple locations/branches and remote agents.

Compliance ready

Meet regulatory and corporate security requirements, including PCI-DSS, HIPAA, MIFID II, GDPR compliance, and others. Pause/resume call recording, configure retention periods for call-recording files, and encrypt call recording to comply with your industry’s legal compliance requirements.

Scheduled backup

Backup calls manually or scheduled.

Cloud-ready, true multi-tenant solution

Host multiple tenants - service providers’ and outsourced contact-centers’ customers - on a single system. With MiaRec’s multi-tenant architecture, new customers can be added to the call-recording platform quickly and easily, with no additional administration or maintenance effort required.

Virtualization support

Increase flexibility, optimize hardware resources, and reduce total cost of ownership. MiaRec supports VMware and Hyper V virtual environments.

Certified compatibility

Get the most widely compatible call-recording solution available anywhere. MiaRec partners with leading equipment vendors, ensuring interoperability with virtually any phone system.

Encryption and advanced security

Ensure the highest security standards, with secure access to call recordings via SSL/HTTPS connection. Also available: full audit trail of all user, supervisor, and administrator activities.

Salesforce and other CRM systems integration

Seamlessly integrate MiaRec to the third-party applications, such as CRM and help-desk systems, to achieve superior customer service and maximum business results.