Workforce and customer engagement solution provider, MiaRec has enhanced their interaction recording and customer engagement platform by including Customer Sentiment Analysis.
“This additional ability marks a real leap forward for MiaRec and actionable speech analytics overall.” Further, he stated, “For too long, call center managers have had to rely on unreliable surveys to get a sense of how their customers feel about them. The MiaRec platform can now provide meaningful sentiment scores for 100% of a company’s recorded interactions,” stated Gennadiy Bezko, MiaRec CEO.
The Customer Sentiment Analysis feature in MiaRec automatically evaluates speech based on positive and negative words identified throughout the conversation. The sentiment score, which is part of MiaRec’s speech analytics tools, provides businesses with an overview of a conversation’s language, while a unique color-coding system highlights sentiment events in call transcripts. The sentimental trend of calls can be visualized using this feature. By enabling organizations to visualize the emotions of customers during each call, a competitive advantage is received by the organizations. This will have a direct influence on how businesses measure and act to improve customer satisfaction.
“The trouble many users have with speech analytics is they lack the confidence to act on the data they receive. We believe this is because the analysis is disassembled and doesn’t resemble data in a format that people are used to. The MiaRec platform is uniquely built to model its findings back to the user in as human a way as possible. Giving an administrator a feel for how a call went is one of the human functions of our sentiment analysis component,” added, Bezko, CEO of MiaRec.