3rd Party Remote Call Monitoring Feature
April 23, 2015
Updated Version of Web-User Interface, Call Recording Software Debuts
By TMCnet Staff
A provider of contact center solutions and call recording software has announced the latest version of its contact center call recording and quality monitoring package.
“Our goal is to make the MiaRec user experience as seamless as possible for every user working with MiaRec, whether it is an administrator setting up and administering the system, a supervisor who is reviewing and managing call recordings or an agent who is working with call recording for training or self-evaluation purposes,” said Gennady Bezko, CEO of MiaRec. “Advanced functionality does not need to mean long hours of a system set-up and user training. With MiaRec you will have an enterprise-level software set up within less than 30 minutes, and contact center managers can start working with MiaRec immediately.”
The new version has a Web-based dashboard that the company intends to make as easy to use as possible. Users can search for calls based on criteria such as date, time, caller, and agent’s name. The dashboard also shows call statistics at a glance, such as call times, call duration, active calls and the total number of recorded calls.
It’s also possible to generate detailed reports based on calls, users, days and groups.
Administrators can configure the back-end completely through the Web interface. They can enable encryption, add users, perform backups and assign user roles.
Users can play back recorded calls right in the browser. MiaRec also shows problem areas visually, such as where an agent is talking over a customer or when there’s silence.
The system also features “cradle-to-grave” recording, preserving the original call information even when a call is transferred to multiple agents.
Good customer service can mean the difference between a company keeping its customers and having them leave for competitors. If it’s easier for businesses to see how well contact center agents are performing using solutions like MiaRec, managers can intervene early on and keep customer service quality high.