MiaRec Call Recording and WFO for Cisco UCM

MiaRec Call Recording (https://www.miarec.com/overview ) 

MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform. MiaRec Call Recording was specifically built to be one of the most secure, compliant, and reliable call recording solutions on the market — because you need to trust your call recording solution 100 percent. MiaRec Call Recording integrates with MiaRec's Voice Analytics, Quality Monitoring, and Advanced Reporting features empowering business leaders with endless possibilities. 

 

The MiaRec solutions support both on-premise as well as cloud deployment and scale seamlessly from contact center deployments to large distributed enterprise architectures and multi-tenant telecom environments.

 

MiaRec Voice Analytics https://www.miarec.com/products/speech-analytics) 

MiaRec Voice Analytics humanizes your data, empowering you to make real decisions about your customer service operation. Unlock the needs, wants, and concerns of your customer base while upskilling your staff, identifying service gaps, and tackling compliance.

 

Our Voice Analytics solution produces a detailed picture of your call center, highlights the topics you want to see, and helps you get ahead of disputes, reverse churn, and seize emerging business opportunities. With a fast and low learning curve, MiaRec Voice Analytics builds a custom fit around your operation’s needs and can be updated at any time to track new topics. 

 

MiaRec Quality Management (https://www.miarec.com/products/quality-management)

Monitor both on-site and remote agents’ calls, evaluate their performance with either manual or automated call scoring, and report on your quality improvements in real-time to effortlessly monitor and improve customer service quality for the best possible customer experience. 

 

MiaRec Screen Recording (https://www.miarec.com/products/screen-recording)

Capture your agents' on-screen activities during call recording and replay the entire customer interaction to ensure that your contact center is working as efficiently as possible while ensuring optimal compliance and customer service. 

 

MiaRec Screen recording provides synchronized playback so supervisors and managers are empowered with the full picture of customer interactions to discourage non-compliant behavior, gain powerful insight into agent performance and share best practices to foster an engaging customer-first culture. 

 

MiaRec Advanced Reporting (https://www.miarec.com/miarec-advanced-reporting)

MiaRec Advanced Reporting provides comprehensive and extensive reports to analyze valuable business information and obtain actionable insights into call-center performance and operations.

 

Reports are fully customizable based on your unique business needs and can be easily shared with key stakeholders for collaboration from anywhere, anytime in multiple formats. Schedule weekly emails or view them on the spot across every user, team, group, phone number, location, department, and much more.

MiaRec Automatic Recording Announcement Add-On (https://www.miarec.com/products/recording-announcement)

Our Automatic Recording Announcement for Cisco is a unique solution where a recording announcement is automatically made before the conversation starts — even in outbound calls that are not normally routed through an IVR system. 

 

The announcement message is recorded into the audio file together with a conversation, which serves as a proof that both parties have been notified about recording. Completely eliminate human error from your compliance workflows by automating this step with flexible, rule-based automation tailored to your unique business requirements. For example, internal calls between agents usually do not require announcement.