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.

Why record?

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.

 

Deployment Options

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

• Salesforce
• 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

Mitel’s MiVoice Call Recording solution is uniquely designed to improve, optimize and protect your business. 

Deliver an Improved Customer Experence

Seamlessly capture, archive, organize, playback and share voice documents with Mitel’s patented Portable Voice Documentation (PVD™) technology. Gain in-depth insight into customer sentiment to find ways to improve the customer experience while tracking business performance to meet business objectives.

Improve Business Efficiency and Establish Best Practices

MiVoice Call Recording empowers managers, supervisors and employees with a variety of workforce tools to help monitor, analyze and enhance individual and group performance. Organizations benefit from a powerful real-time and historical perspective on the interactions occurring within your business.

Migrate Risks and Ensure Compliance

With the number and scope of business regulations and requirements increasing every day, you need a recording tool that reduces the possibility of regulatory fines and legal action. The MiVoice Call Recording and Quality Management solution is engineered to ensure your voice-based interactions are always compliant:

• Pause recorded interactions when customers share sensitive information
• Encrypt media files for an enhanced level of security
• Apply digital watermarks to ensure no changes have been made to recordings
• Simplify search and review processes for compliance and e-discovery with keywords and phrases
• Control and restrict access to files on an as-needed basis

Deployment options

The Mitel MiVoice Call Recording Solution’s will accommodate your changing needs and preferences over time. So you can deploy on premise today, and then move to the cloud tomorrow. Mitel’s open architecture, single software stream, and virtualization capabilities make it all possible, delivering a lower total cost of ownership and a quicker ROI.