MiaRec Uses AI to Transform CX, QA, and Revenue Intelligence, Podcast

Telecom Reseller / Technology Reseller News

At WebexOne, John Ortiz, Technology Sales Manager at MiaRec, joined Doug Green, Publisher of Technology Reseller News, to discuss how MiaRec is using AI to reshape the way businesses analyze and improve their customer interactions.

MiaRec’s platform leverages large language model (LLM) technology to deliver insights across three key use cases:

• Automated QA: Using AI to review and score 100% of customer interactions, ensuring that agents meet performance and compliance standards while eliminating the limitations of manual quality assurance.
• CX Intelligence: Automatically generating metrics such as customer satisfaction (CSAT), net promoter score (NPS), effort scores, and churn risk, giving companies a real-time understanding of customer sentiment and retention trends.
• Revenue Intelligence: Tracking sales opportunities and performance metrics across calls — including upsell and cross-sell effectiveness, objection handling, and missed revenue potential — to help managers identify top performers and training needs.

Ortiz emphasized that the platform’s customizable LLM framework allows businesses to extract any metric they need, regardless of industry or use case. “Every customer we get has different goals,” Ortiz said. “Having the flexibility to extract custom insights is absolutely key.”

MiaRec integrates seamlessly with leading communication platforms such as Webex Calling, Webex Contact Center, RingCentral, NICE, Five9, and Twilio, while remaining platform-agnostic for clients with mixed environments.

To learn more, visit www.miarec.com.