MiaRec and RingCentral Unite for Smarter QA

MiaRec has integrated its AI-powered Automated Quality Management and Conversation Intelligence solutions with RingCentral’s cloud business communications platform.

This integration enables contact centres to automate quality assurance processes while gaining real-time insights through features like Sentiment and Topic Analysis and AI-driven performance analytics.

With seamless implementation and no additional development required, the integration is said to enhance efficiency by expanding call evaluation coverage and providing deeper visibility into customer interactions.

By combining automation with AI-powered insights, businesses can optimise service quality, improve agent performance, and refine the customer experience.

Gennadiy Bezkorovayniy, CEO and Founder of MiaRec, said, “In simplifying and streamlining the process of analysing 100% of calls, we’re enabling businesses using the RingCentral platform to leverage the latest and greatest in Generative AI-powered Auto QA.

Contact centres can evaluate a much larger volume, ensuring comprehensive coverage and more detailed insights into performance across the entire team, all while offering the flexibility to tailor to their specific needs. This integration enables businesses to optimize their QA processes like never before.”

Reviewed by: Jo Robinson