What is MiaRec?
MiaRec is an AI-powered conversation analytics platform. It captures the conversations between your organization and your customers, transcribes them, and uses AI to turn them into insights you can act on: summaries, sentiment scores, topics, customer-experience metrics, and automated quality scores.
Instead of manually listening to a small sample of calls, your team can understand every conversation — why customers call, how they feel, how agents perform, and where your business can improve.
Note
Call recording is one of several ways conversations enter MiaRec — the platform can also sync recordings from telephony platforms, import them in bulk, or accept manual uploads. The product focus is what the AI does with the conversation after it arrives. See Conversations.
The MiaRec products
MiaRec capabilities are organized into three products. Your subscription determines which of them are available to your organization (see Subscriptions & Licensing).
Conversation Analytics
Conversation Analytics analyzes every conversation automatically:
- Transcription — accurate, speaker-separated transcripts of every conversation.
- Summaries — a short AI-written summary of each conversation, including the reason for the call and its outcome.
- Sentiment analysis — a sentiment score for each conversation, with a written explanation.
- Topics — automatic detection of the subjects discussed, so you can see trends across thousands of conversations.
- AI insights and CX metrics — custom data points extracted from each conversation, such as customer satisfaction (CSAT), missed sales opportunities, or any insight your organization defines.
Learn the concepts in Conversation Analytics.
Quality Assurance
Quality Assurance replaces manual, sample-based call scoring with Auto QA — AI-powered evaluation of conversations against your scorecards. The AI answers each scorecard question with evidence from the transcript; supervisors review the results, override answers where needed, and coach agents from the findings. Manual evaluation remains available for cases where a human review is preferred.
Learn the concepts in Quality Assurance.
Relationship Management
Relationship Management is the third MiaRec product, currently on the product roadmap. It focuses on what your conversations reveal about each customer relationship over time, building on the conversation data that Conversation Analytics already captures.
How the documentation is organized
The MiaRec documentation is split into four guides by audience:
| Guide | Audience | What it covers |
|---|---|---|
| Overview & Key Concepts (this guide) | Everyone | What MiaRec is, the core concepts, and a glossary |
| User Guide | Supervisors, QA analysts, agents | Day-to-day work: dashboards, conversations, search, reports, QA |
| Administration Guide | Administrators of your organization | Users, roles, capture settings, AI configuration, data management |
| System Operator Guide | Technical staff operating the platform | Platform installation-level and infrastructure topics |
This guide is intentionally slim: it explains what things are and links to the User Guide and Administration Guide for how to use and configure them.
Key concepts in this guide
- Conversations — the unit of capture and analysis, and how conversations enter the platform.
- Conversation Analytics — transcripts, summaries, sentiment, topics, insights, CX metrics, and redaction.
- Quality Assurance — scorecards, Auto QA, manual evaluation, and the review workflow.
- People & Access — users, roles, permissions, groups, and what each audience sees.
- Subscriptions & Licensing — how subscriptions and licenses shape what you see in the product.
- Glossary — definitions of the terms used throughout the documentation.