Mitel Interaction Recording (MIR) plays a vital role for businesses. Changes in customer behavior, regulations and compliance are driving organizations to be more proactive caring for customers and documenting transactions.
Who needs to record?
Everyone. Organizations in industries such as healthcare, banking, finance, public safety and debt collection all benefit from the ability to monitor, playback, evaluate and archive their customer-employee interactions.
It is important to point out that ANY organization that regularly engages with customers, clients, colleagues or suppliers stands to gain from greater insight and understanding into the interactions shaping their everyday operations.
Quality. Recording gives your organization the ability to quickly retrieve important information contained within phone and computer-based exchanges helps resolve disputes, minimize liability risk, improve customer service and safeguard company revenues. Some organizations also need to fulfill industry regulations.
What can you record?
Call Recording - Ability to record encrypted calls, hot desking support and recording of end sets for teleworkers, record on demand and feedback recording.
Bulk recording. 24/7 recording of all calls (e.g. in command and control centers) with high-performance software and high channel-density
Rule-based selective recording. Communications recording triggered by predefined rules (e.g. for Contact Centers); recording planner integrated in software at no additional charge
On-demand recording. Threat Call recording or private call deletion for any vertical market
Screen Recording – Allows recording of employee/agent screens which provides insights into the quality of a customer contact, gives supervisors the ability to evaluate the agent workflow and reveals potential areas of improvement.
Mitel POWERplay Pro offers synchronized replay of both call and screen recordings.
Mitel Interaction Recording is a scalable, networkable and highly available software-only solution deployed either on-site or in your private cloud as per your unique business requirements.
Dashboards & Reports
Easy to use reporting tool that prepares data on various topics:
- System capacity/system usage
- Recording information
- Quality management
- Analytics (based on keyword spotting)
- Dashboard widgets display the most important operating figures allowing you to react quickly on critical events
- Reports deliver the facts required for detailed evaluations
Third Party Integrations
- Microsoft Teams
Now, everyone can take advantage of the benefits that call recording and screen recording can provide-whether in the contact center or another department within the company