MiaRec Launches a New Complete Solution for Call Recording and Contact Center Performance Management

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MiaRec releases a new complete solution for contact center performance management, featuring advanced call recording functionality, agent evaluation and powerful, customizable performance reporting. A total Quality Management Suite is a powerful tool for contact centers to boost agents’ performance, enhance customer experience and build customer loyalty

contact center agent performance reporting

Agent performance summary

We are continually working on our product’s functionality and enhancements to deliver the best-of-breed contact center solutions to the market.” – Said Gennady Bezko, CEO of MiaRec, Inc.

MiaRec, a global provider of advanced call recording and contact center solutions released today a new version of MiaRec, an award-winning call recording and quality management software for contact centers.

MiaRec launches a new complete solution for contact center performance management, featuring advanced call recording functionality, agent evaluation and powerful, customizable performance reporting. A total Quality Management Suite is a powerful tool for contact centers to boost agents’ performance, enhance customer experience and build customer loyalty.

MiaRec Quality Management Suite is an all-in-one integrated solution composed of 4 components – MiaRec Call Recording, Live Monitoring, Score Cards and Reporting.

Call Recording records and archives agents’ calls, that can be easily accessed via web-interface, searched instantly and replayed right inside a web-browser. Real-time dashboard provides an at a glance view of calls-per-day, call duration, active calls, total number of recorded calls, and more.

Live Monitoring allows supervisors to monitor employees’ calls in real-time to coach staff and leverage better customer service.

Agent Evaluation provides contact center with a tool to deliver targeted evaluation and constantly monitor agents’ performance using highly customizable score cards.

Comprehensive Reporting feature generates statistics for agents’ performance to provide a better insight of overall performance of a contact center. Contact center managers can see and analyze in-depth performance trends in a fully customized format.

“We are continually working on our product’s functionality and enhancements to deliver the best-of-breed contact center solutions to the market.” – Said Gennady Bezko, CEO of MiaRec, Inc. – “We see a high demand for all-in-one integrated solution from our contact center customers and we believe they will be pleased with the new features available in our product.”

About MiaRec: Headquartered in San Jose, California, MiaRec is a global provider of comprehensive contact center and business call recording solutions. MiaRec software solutions portfolio includes award-winning call recording and quality monitoring products for contact centers, VoIP service providers, financial institutions, and other businesses that need to improve workforce performance and enhance customer experience.
MiaRec offers advanced contact-center functionality such as call recording, live monitoring, reporting, dashboard, and quality management as integrated all-in-one solution for optimizing contact center operations. MiaRec is being used by more than 1000 customers worldwide since its first release in 2007 and is compatible with business telecommunications systems from leading providers, including Cisco, Avaya, NEC, Polycom, BroadSoft, Metaswich and many others.

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