Are you considering scheduling a product demo to see if MiaRec’s Conversation Intelligence and Automated Quality Management platform will meet your contact center’s needs? We want you to have all the information available so that you can make the right decision for you and your team. We’re ready to answer all your questions on how MiaRec can ensure satisfaction at every stage of the customer journey.

It’s important to us that we hit the ground running and address your contact center’s unique challenges during the product demo. To make the most of our time together, we’ve answered below the nine most common questions we’ve been asked during product demos. By the end of this article, you’ll be better prepared to dive into what matters most: your specific questions.

How does MiaRec’s pricing model work?

The MiaRec cloud solution is available in three tiers and begins at: 

• $25/user/month for Essentials (Call Recording, Transcription, Notes and Tags, Role-Based Access Control, Agent Evaluation)
• $35/user/month for Advanced (Essentials + Topic Analysis, Sentiment Analysis, AI Call Summary, Live Monitoring, Advanced Reporting)
• $50/user/month for Premium (Advanced + AI-powered Auto QA and AI Insights)

To learn more about our transparent cloud pricing, please check out our pricing page.

In addition to cloud subscriptions, we also offer on-premise or hybrid setups based on customer-specific requirements. On-premise licensing is slightly different and depends on multiple factors. For on-premise or partner pricing, please request a quote.

Is MiaRec licensed on a per user basis? 

For MiaRec Cloud, we offer subscription-based pricing in three tiers as outlined in the previous question above. The pricing is per user with the Fair Use policy, as outlined on our pricing page.

Is there a minimum seat or license amount that I need to purchase?

For all cloud packages we require a minimum purchase of 25 licenses. For on-premise, we handle on a case-by-case basis. Contact us for more information.

How does MiaRec integrate with XYZ’s phone system?

MiaRec solutions integrate with a wide range of the most common and enterprise-ready communication solutions on the market.

Phone systems that MiaRec integrates with:

• Cisco HCS
• Cisco WebEx Calling (Broadworks)
• Cisco UCM

CCaaS/UCaaS vendors MiaRec:

• Cisco WebEx Contact Center
• Five9 Intelligent Cloud Contact Center
• MS Teams
• Twilio Flex
• RingCentral

How long does it take to set up MiaRec in my contact center?

Usually, we have the system up and running within hours, so you'll see your first recordings and analytics in the system very quickly. However, fine-tuning the system to the customer’s specific needs or use cases, that might take a couple weeks. But we're here to help with that every step along the way. MiaRec analysts will work closely with your team to ensure that you get the most value from the system as quickly as possible. It's important to note that we're not just there to help during the initial onboarding. If you have any questions or need help with any type of configuration, say, six months down the road, we're there to help with that as well. Again, a very short set of time.

Is MiaRec HIPAA-compliant? Is MiaRec PCI compliant?

Yes, we do offer HIPAA-compliant cloud Call Recording, WFO and Conversational Intelligence solutions. MiaRec Cloud also meets Payment Card Industry Data Security Standard (PCI-DSS) regulations and policies. In order to meet security and compliance regulations MiaRec follows PCI regulations guidelines and implements the processes to enable compliance. On top of the above to help our customers to be compliant and ensure compliance we implemented the following features:

• AI-Driven Data Redaction to automatically remove sensitive data from your transcripts and audio recordings (Note: This feature is an add-on and will be charged separately from your package)
• Audio encryption to ensure all audio recording are stored securely
• Flexible retention policies to allow organizations to configure/manage their data storage according to their business needs
• MiaRec’s Audit Log to identify and trace back any fraudulent internal activities
• The ability to pause call recordings when the customer is giving sensitive data and resume when done
• Granular permissions for role-based access

How customizable are the Generative AI features within MiaRec?

The Generative AI functionality within MiaRec is completely customizable. This is one of the main advantages of our platform. For example, MiaRec’s Generative AI-Powered Auto QA evaluates and scores calls based on customizable scorecards built by our customers.

Image: A screenshot of the “Greeting & Opening” section of a customizable QA scorecard within MiaRec

Additionally, MiaRec customers are in full control of a flexible AI prompt system, which allows customers to extract industry/company-specific insights from their call data. For example, an auto insurance contact center might want to generate call summaries that include things like policy number, accident report number, date of accident, and details about any damage to a car. Because our customers are in full control of the AI prompt system, they can easily extract whatever type of information they would like from their call data, such as reason for a call, products discussed, key facts, and more.

Lastly, MiaRec's AI Prompt Designer feature offers customers a secure, sandbox environment where they can test and refine AI prompts using their real call data. This experimental environment allows MiaRec users to easily develop prompts that can extract meaningful and actionable insights from every single call.

Image: A screenshot of the MiaRec Prompt Designer

What measures has MiaRec implemented to reduce the risks of data privacy breaches and hallucinations associated with Generative AI?

To address concerns about hallucinations and data privacy in GenAI, MiaRec implements several safeguards. Firstly, data used in generative AI requests is not utilized for training future models, ensuring confidentiality and preventing misuse of sensitive information. Additionally, for AI and ML models like Speech-to-Text and Sentiment Analysis, we anonymize user data, removing identifiable details to protect personal information.

To improve GenAI accuracy and reduce hallucinations, we employ specific strategies:

• Asking Pointed, Simple Questions: We advise crafting queries in a clear, specific manner to enhance response accuracy.
• Requesting Specific Response Types: Directing AI to provide answers in particular formats, like numerical values or a limited choice set, aids in obtaining precise and relevant information.
• Human Review and Adjustment: Regular monitoring of AI responses by humans and tweaking of prompts (instructions) to AI to ensure high accuracy and relevance in AI outputs.

Does MiaRec offer free trials?

Yes, MiaRec does offer free trials for our prospective customers. Typically, we provide our customers with a free, 30-day trial, so they can test our platform in their contact center environment to ensure that they are satisfied with the results it can provide before making a purchase. For more information on a free trial with MiaRec, check out the Apply For A Free MiaRec Trial page on our website.

Conclusion

And that’s it! Now that you’ve run through MiaRec’s core features, we’re excited to tackle all your individual questions.

Contact our sales team at sales@miarec.com for a one-on-one product demo.