What's New at MiaRec in 2024/ Interview for Call Centre Helper TV

Call Centre Helper | MiaRec

Tatiana Polyakova, our COO at MiaRec, joins Call Centre Helper to share with you a glimpse of what's on the horizon for MiaRec in 2024.

Building on the incredible strides we've made in the field of AI throughout 2023, the MiaRec team is committed to harnessing its full potential in the year ahead. Our mission remains unchanged: to empower agents and supervisors, enabling them to deliver exceptional customer service. In 2024, we're set to introduce a range of exciting updates that will revolutionize the way contact centers operate. These updates include:

1. Automatically Scoring 100% of Calls: We're taking automation to the next level by automatically scoring every single call. This will provide a comprehensive and holistic view of agent performance like never before.

2. AI-Driven Agent Feedback and Coaching: Our AI-powered solutions will not only score calls but also provide invaluable feedback and coaching for agents. This personalized approach will empower your team to excel in customer interactions.

And that's just the beginning! Stay tuned for more updates as we continue to innovate and enhance the MiaRec experience.

Curious to learn more? Watch Tatiana Polyakova as she reveals "What's New at MiaRec in 2024" in the video below or read the full script of the interview below:

Read the full video transcript below:

Tatiana Polyakova, COO of MiaRec: In 2023 we witnessed a remarkable advancement in AI, and MiaRec was right there embracing the possibilities. At MiaRec we are utilizing AI to automate quality assurance processes in contact centers. Our flagship product, AI-powered Automated Quality Management, has been a game changer. It automatically scores 100% of calls, providing a holistic view of agent performance.  

Several months ago we introduced the Generative AI-based version of automated quality management, and we are planning on continuing to improve its accuracy and flexibility. What's more, we're excited to announce the upcoming features, including AI-driven agent feedback and coaching.

Our mission is clear: to empower agents and supervisors to deliver exceptional customer service. We firmly believe that happier, well-informed agents provide a superior service. MiaRec is here to transform your agents into Super Agents with the power of AI. Our goal is to enhance efficiency and productivity for all. Both agents and supervisors benefit significantly from the power of an AI solution, saving precious time and achieving much more.

Our AI Call Summary feature has already been embraced by many. It automates calls taken, saving valuable time and allowing agents to focus more on their customers. AI Call Summaries can deliver data in different ways, such as structured or unstructured call summaries, providing key facts only, or focusing on agent feedback, summarizing the areas of agent improvement.

But there is more to come; we are taking this feature to the next level, integrating Automated Quality Management with AI Coaching.  This dynamic combination enables automatic feedback and personalized coaching, all powered by AI. When combined with our machine learning-based Sentiment Analysis and Topical Analysis, it provides a comprehensive overview of contact center operations.

Here's the exciting part: we’re not stopping there. We're empowering companies with AI-driven data insights that go beyond the boundaries of contact center operations.  We want to make call center data accessible and applicable for other business units, whether it’s competitor analysis, marketing insights, product feedback, or identifying untapped sales opportunities. We are here to simplify the process of making informed, data-driven decisions across your entire organization.