MiaRec has announced the integration of its MiaRec Auto QA solutions with RingCentral in efforts to enhance and automate quality assurance (QA) processes within customers’ contact centres.
“By simplifying and streamlining the process of analysing 100% of calls, we’re enabling businesses using the RingCentral platform to leverage the latest and greatest in Generative AI-powered Auto QA,”
Gennadiy Bezko, CEO of MiaRec, said.
In addition to the automation, the integration will provide users new ways to access, analyse, and gain actionable insights from customer interactions on the RingCentral platform.
MiaRec’s Automation Boost
MiaRec is a conversational intelligence and automated quality management solution designed to improve customer service in contact centres.
By integrating RingCentral’s contact centre capabilities, MiaRec offers users the ability to use these automation features.
Such contact centres can now utilise automated QA processes.
Combined with LLM-based Sentiment and Topical analysis, this allows users to get full visibility into customer sentiment and proactively address customer churn issues.
The Sentiment Analysis provides an advanced, automated solution for evaluating customer interactions, and includes key features like:
- AI-powered CX scores, such as CSAT, NPS, NES
- AI-powered sentiment detection with justification
- Clear results and justification context
- Customised analysis and notifications
- Detailed aggregate reporting
This allows users to automate contact centre QA processes and leverage AI to access analytics on agent performance, customer sentiment, and service quality.
Equally, the integration is user-friendly and requires no extra development to deploy.
“Contact centres can now evaluate a much larger volume, ensuring comprehensive coverage and more detailed insights into performance across the entire team, all while offering the flexibility to tailor to their specific needs,” Bezko said.
The RingCentral integration enhances operational efficiency and empowers businesses with insights that can elevate customer experience and improve agent performance.
MiaRec’s Integration Rampage
MiaRec aims to provide data-driven solutions that transform call evaluations by expanding the coverage and scalability of its QA solutions.
To do this, it is targeting its integration with some of the biggest players in the CCaaS space.
Only last month, it announced a partnership with Webex to integrate its MiaRec Auto QA with Webex Calling and Webex Contact Center.
The new partnership will allow users to utilise the tailored AI features from MiaRec within their existing Webex environment.
