MiaRec Executive Interview
Gennadiy Bezko, CEO, MiaRec
Greenhaus, Managing Partner of CrmXchange, spoke with Gennadiy Bezko, our CEO,
MiaRec, during Enterprise Connect to discuss MiaRec’s Contact Center
Conversational Intelligence Platform. This
platform is designed to help contact centers win back time, improve customer
service, and increase revenue with best-of-breed Voice Analytics and (AQM)
Automated Quality Management.
Please tell us about MiaRec.
MiaRec is a conversation intelligence and not a QA provider, specializing in
the contact center space. Historically, we offered on-prem, but we have a cloud
native product which is now our focus. We plug into Five9, Cisco, Webex and are
slowly rolling out a number of integrations.
Please explain Auto QA.
Auto QA is the automation of the agent evaluation side of the contact center, we're
able to automate that entire process and allow you to customize what we call a
scorecard. Essentially, we're able to automate 100% of the calls based on
prefixed considerations that the customer decides.
we were born as call recording. We've expanded into speech and voice analytics
space and anything that can eliminate the manual process.
What are the agents saying about your solution? That it's more automated and
The number one thing we’re finding is that they're getting more feedback.
Usually if you're doing manual QA, you're getting 5% of your call value.
Filling that 95% gap and providing them with that feedback is a good thing.
think for the managers and the supervisors above them, this really eliminates a
lot of tedious work.
Do you find this helps on the coaching side as well?
Definitely from efficiency standpoint. They are getting the whole picture
rather than a sample. For the supervisors, they're able to have a closer
connection with their team. It is a very laborious process and time consuming to
listen to the calls.
How are you different from other companies?
Some legacy systems can be more complex and lean towards specialization on the
administration side. They can be a bit more difficult and require more training
on the user side. We don’t sacrifice complexity as far as capabilities, and prioritize
making it an intuitive experience for the user as much as possible.
the speech and voice analytics side there is a high prone to failure when it
comes to the customization. We minimize the chance of that failure by providing
an out of the box solution.
What does a company expect out of the box?
We definitely go ahead and provide some training and we can train just about
anybody from the contact center leadership. You can have a business leader from
any part of the company essentially learn in a very quick fashion how to
customize vocabulary that the system uses without a need for programming. It’s
a quick learn.
Is it your typical QA person that's doing this?
It’s the QA and operation side that would operate this. Customers like our ability
to do PCI compliance. This is definitely popular amongst our customer base. It
is easy to deploy on the cloud side and can be up and running within 24 hours.
recently published all of our pricing directly onto our website which
eliminates all the cost complexity. We do many of the same things as our
competitors but faster and easier. We are also able to do sentiment
analysis. We find some quality
differences between our sentiment analysis and some of the others. In general,
using sentiment analysis in the contact center provides a better picture of the
voice of the customer.
customers who have sentiment analysis are learning what is causing their
customers to be happy, upset, etc.
What about connectivity to other systems?
We are introducing new APIs.
we would like to have you go to our website and within a few clicks, add your payment
information, sign into your Microsoft Teams account, or your Cisco Webex
account and you can get started right away.
us being able to publish our pricing, it really helps clarify and makes it
super easy for our customers. MiaRec is a SAS based company.
customers know exactly what they will get, we also keep in touch on a regular
basis to make sure that everything's running smoothly.
have four basic tiers – if they start with one package, they can always scale
up. We have seen an expansion of growth in the analytics part.
Where are most of your customers?
Our minimum is 20 plus seats but most are 200+. With a lot of customers
migrating to cloud it now makes sense for companies with under 30 seats.
like to point out that our solution is unique. It is sitting in between what is
usually referred to as workforce optimization and voice analytics, so we're
providing you the conversation intelligence and the quality management on one
unified platform. If you're looking to
combine the two, we are a good match.