Call recording and voice AI solution provider MiaRec has announced the release of its Advanced Contact Center Reporting solution.
“Without advanced call reporting capabilities, call centre managers often find it difficult to measure the performance of their team and the effectiveness of the business processes within their organisation”, said Gennadiy Bezko, CEO, of MiaRec.
“We are changing the way contact centre managers and business owners work with call data. Now with minimal training and time, managers can easily analyse complex data, gain comprehensive understanding of their processes, and make fast decisions to keep their organisation one step ahead of their competition.”
Contact Centre Workforce Optimisation
The Campbell, California-based company said the software would be available as part of its workforce optimisation suite used by contact centres and similar organisations such as VoIP service providers and financial institutions, which is available in both an on-premises and in the cloud capacity to cater to varying scales and sizes.
Included in the solution are new features such as:
- Fully customisable reports which can be tailored to specific business needs and requirements.
- A focus on being user-friendly and simple, with an intuitive web-interface requiring minimal training in order to use.
- Easily shareable and manageable reports which can be exported to Excel or PDF formats for simpler collaboration.
- The ability to create simple charts, graphs and other visualisations to improve the comprehension of complex data.
- Automatic scheduling, with reports able to be set to run periodically and delivered to inboxes.
- Reports can be accessed from anywhere with MiaRec’s centralised web-based interface and stored in secure environments – either on-premises or in the cloud.
The release makes MiaRec’s suite a holistic solution for improving agent performance and customer service while simultaneously fulfilling compliance requirements. Reports issued by the new solution provide real-time insights into factors and criteria such as average call time, number of calls handled, missed calls, abandoned calls, and calls with a specific call duration.
