MiaRec has announced a partnership with Webex, to integrate its MiaRec Auto QA with Webex Calling and Webex Contact Center.
"By integrating MiaRec’s AI-powered Conversation Intelligence platform with Webex Calling, we are empowering organisations with a unified, scalable, and highly intelligent solution,”
Gennadiy Bezkorovayniy, Founder and CEO of MiaRec said.
The new partnership will allow users to utilise the tailored AI features from MiaRec within their existing Webex environment.
What MiaRec Brings Webex
MiaRec is a company specialising in Automated Quality Management and Conversation Intelligence solutions for contact centres worldwide.
Its suite of solutions are designed to streamline contact centre operations.
One such solution is its use of a comprehensive AI-powered Conversation Intelligence platform designed to automate quality assurance processes.
Their flagship products Auto QA, which is the topic of integration, offers Voice Analytics (encompassing transcription, sentiment and topic analysis), ML-based Data Redaction, and AI Assist (featuring call summaries and AI coaching).
These tools are built to automate workflows, reduce costs, improve efficiency, enhance customer experience, drive revenue growth, and facilitate digital transformation.
For instance, their Auto QA system uses advanced Speech Analytics and generative AI to score 100% of calls, providing a nuanced understanding of context and agent performance.
This comprehensive visibility allows contact centres to evaluate agent performance effectively, provide timely feedback, and implement targeted coaching.
Additionally, MiaRec's Voice Analytics capabilities enable businesses to automatically identify key topics, analyse sentiment, and generate actionable insights from customer interactions.
This transforms call centre data into valuable business intelligence at source, allowing organisations to make more data-driven decisions from their customer interactions.
Benefits of Integration
MiaRec integrating with Webex Calling and Webex Contact Center, including Webex Customer Experience Essentials, brings customers a number of benefits.
“This partnership facilitates smooth access to advanced quality management, voice analytics, and call recording, all from a single platform, enabling teams to deliver exceptional customer service and drive measurable outcomes," Bezkorovayniy said.
With the unified interface, users can access, manage, and replay voice recordings from a single MiaRec dashboard.
This compatibility with the Webex ecosystem also ensures reliable performance and easy scalability to meet the demands of growing enterprises.
Webex Integration Ecosystem
Webex has a broad range of partnerships it leverages to offer its customers the strength of its offering alongside specific specific solutions they need for their industry or business strategy.
In Q4 of 2024, Phonism by Inlayer became available to Webex customers to access seamless cloud migrations and robust third-party device support.
Gamma also reinforced its collaboration with the UCaaS by launching its new Horizon with Webex solution that allows all Gamma’s Horizon product users to enhance their communication experience with Webex’s features.
