Onboarding Process for Voice Analytics & Automated Quality Management

Are you considering purchasing MiaRec’s Conversation Intelligence platform but are wondering what happens once you sign the contract? You might have been burnt in the past by a bad onboarding experience and are asking yourself what you should expect in the next steps regarding technical implementation, onboarding, training, and support.

A lot of our customers tell us that they were pleasantly surprised by our customized onboarding process after having felt like they had to “figure it out on our own”, and in some cases abandoned, with previous vendor relationships. It is paramount to us that you get maximum ROI from your investment in MiaRec. 

In this article, you will learn what to expect from our customized onboarding process and discover how our team will empower you to bring your use cases to life and achieve your goals.

MiaRec Offers Customized Onboarding Processes Depending On Your Goals

Although MiaRec’s Conversation Intelligence platform is a SaaS product that comes with many out-of-the-box features and baked-in business intelligence (e.g., most common Topics are already set up, Auto Data Redaction is set to identify Personal Identifiable Information (PII), such as credit card numbers, out-of-the-box Call Summary functionality, etc.), our onboarding process goes far beyond primary activation and sending some welcome emails, user guides, and product walk-throughs. 

This means that our onboarding process will be a little different for every organization, depending, for example, on:

• Your business goals and the use cases you want to deploy MiaRec solutions for to achieve those (the scope of our clients’ projects vary greatly from straight-forward automated quality management to Digital Transformation initiatives using the Voice of the Customer),
• The size, make-up, and industry of your organization (e.g., a multi-national retailer will have different requirements from a mid-size insurance agency),
• The features you wish to implement and how fast you want to adopt a fully-fledged Conversation Intelligence platform,
• And more.

For example, Voice Analytics is a very powerful tool but some of our customers struggle with “Blank Canvas Syndrome” because it can be used in so many ways, that it is hard to know where to start.

Another reaction we often get is: “Wow, we now can do certain things that are more important to us than we initially had in mind.” Our team will sit down with you and help you prioritize the use cases that will help you achieve your business goals. 

What To Expect From The MiaRec Onboarding Process

After having said that, I know an “It depends” answer is not always the most helpful and sometimes even a bit frustrating. So I want to take you through the steps you can expect to go through during onboarding with us, knowing that they might be slightly different for you.

1. Defining Your Business Goals/Use Cases 

Most of our customers have a cloud instance of MiaRec already set up by the time they sign the contract with us. This is because we usually set up a trial instance in your real-life environment so you can experience and try out a couple of important use cases before deciding if MiaRec is right for you. This (and the fact that MiaRec’s solution is cloud-based) makes the initial technical setup easy as pie.

Now before we go into technical details, the first thing that usually happens is that our team sits down with a core team of stakeholders on your end to discuss the desired business goals and the use cases and KPIs that will get you there. This enables you to build your commercial business case and measure the ROI of your solution.

Just like businesses are figuring out how to use Generative AI effectively across their business, our AI-based Auto Quality Management and Voice Analytics are relatively new technologies so we are happy to provide as much hand-holding as needed to allow you to get the most out of your MiaRec solution, including showing you how to tackle your problems in ways we have seen other customers do it successfully but you might not have thought of yet.

2. Setting Up Your MiaRec Instance

Once we have identified the proper use cases and scope, we then customize your MiaRec instance. For example, we will help you set up your Voice Analytics topics, your data, and everything else you need to be set up for success.

If you haven't already set up a trial instance with us, the initial technical set-up will take less than 24 hours. This first instance is ready to use and comes with a lot of out-of-the-box features. However, the real power of our solutions shines after it is tweaked to your specifications. In the section below, I will highlight some of the customizations we often help our customers with.

3. Optimizing Your Business Processes To Employ Artificial Intelligence & Machine Learning

Oftentimes, implementing Artificial Intelligence (AI) and Machine Learning (ML) technologies will open up new possibilities for how you can tackle your pain points. This means remodeling your business processes to some degree. This can feel intimidating and overwhelming because the technology is new and you might be unsure as to how to tackle that. 

An easy example is agent evaluation. If your supervisors had to do this manually, their process would look very different when you deploy MiaRec's AI-driven Agent Evaluation and Auto Scorecards. 

Most of our customers find that while the technical training of their staff is necessary and appreciated, they get the most value out of the insights and industry best practices they receive. Just think of us as your guide. Our team has the technical understanding, the business mindset, and the real-world experience that results in ways to solve a business pain point with a proven business process much quicker and more direct than initially planned. 

4. Customizing Your MiaRec Instance

After you and your MiaRec onboarding team have identified your goals, their associated use cases, and defined business processes, it is time to put them into action by customizing your initial instance to those requirements. 

This can include customizations of:

• Agent Evaluation and Auto Scorecards,
• Topics, Categories, Keywords for Voice Analytics,
• Sentiment Analysis, and
• Auto Data Redaction.

Examples Of Customizations:

For example, contact centers in the Financial Services Industry are required to track calls involving transactions, per the Dodd-Frank Act. Topic Analysis can help contact centers comply; contact centers can set up a “payment language” topic to ensure all calls involving transactions are organized and easily accessible. With Sentiment Analysis, you could review calls under topic "payment language" to quickly identify which of your calls include financial transactions. You can also use Sentiment Analysis to ensure that consumers are not being pressured or misled during financial discussions. A negative sentiment can trigger a review to ensure the communication is compliant. 

Another example is to use Sentiment Analysis to understand why your customers are calling about issues they encounter with your shipping. For example, you could experience a sudden uptick in customers calling about a certain shipping provider damaging packages. 

Important: As you can see, the sky is the limit when it comes to Topic Analysis and Sentiment Analysis use cases. Implementing a Conversation Intelligence solution isn't a set-and-forget type of product. You will need to have a well-defined performance measurement process and track your KPIs over the next three months (and regularly thereafter) and then sit down with us (or internally if you prefer) and see if adjustments are needed.

5. Onboarding Training

Now it is time to teach everyone who will be working on MiaRec how to navigate the platform and how to use its applications most effectively. 

One question we often get is if you will need to have a designated data analyst to operate MiaRec. No, we will train your admins to navigate the MiaRec platform and modify each application to your needs. This includes showing your employees how to track Topics for customer insights or ensure compliance, customize your Auto Quality Management, and much more! 

Conclusion

MiaRec's Conversation Intelligence platform is very powerful and — although it is very intuitive and easy to use — can be overwhelming at times with what is possible. To get the maximum ROI from your MiaRec Auto QM and Voice Analytics solutions, a customized onboarding process is recommended.

While we have a standardized process we run all of our customers through, we also keep it flexible enough to tailor every customer's onboarding experience to what they really need because we understand that only a flexible and customizable onboarding process will ensure maximum return on your investment.

Depending on your goals and use cases, you might have a shorter, training-focused onboarding or you might have a somewhat more involved and longer onboarding experience that involves lots of customizations.