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MiaRec's Speech Analytics Solution Available on the Five9 CX Marketplace

By Tracey E. Schelmetic August 12, 2022

One of the most critical tools contact centers can engage today is a robust speech analytics solution. Using speech analytics, companies can automatically parse the escalating amount of customer call data they possess to mine insights that will help them improve their product and service offerings and provide consumers with a customer experience that matches their expectations.

Campbell, California-based customer engagement solutions provider MiaRec recently announced that its flagship solution is available on the Five9 CX Marketplace, making it easy for businesses to integrate MiaRec’s Speech Analytics and Quality Management tools with the Five9 Intelligent Cloud Contact Center to help them derive more insight into their call data.

The Five9 platform facilitates billions of call minutes annually, and provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to create more human customer experiences, engage and empower contact center agents, and deliver tangible business results. MiaRec provides a speech analytics platform that reveals meaningful insights from a customer’s call data and provides automated analysis of 100 percent of a company’s call data.

“Modern contact centers require solutions that scale and flex to the need of the organization meet organizations’ changing needs, said Scott Black, regional vice president of business development at Five9, in a statement. “We are thrilled to partner with MiaRec, whose solution is powered by Five9 VoiceStream, and offers our customers another opportunity to gain valuable insights into data critical to improving the customer journey.”

Using MiaRec’s native speech algorithm, companies can customize which company-specific insights the platform should look to reveal. The Five9 integration with MiaRec allows contact centers to leverage the inherent untapped value of their call data to optimize their service operations and obtain meaningful transformative data from their interactions.

Edited by Erik Linask

CustomerZone360 Contributor

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