Add-On

Screen Recording

MiaRec Screen Recording provides complete visibility into your agent/customer interactions and enables managers to ensure compliance, detect fraud, and prevent unproductive behavior — regardless of the agent's location.

Full Visibility

Review agents' activities across multiple monitors during recorded calls by playing back the call and associated screen recordings for a comprehensive view of their customer interactions.

Good Behavior, Better Performance

Screen recording can discourage behavior that can make agents less productive. It can also be a powerful tool to see where agents may need additional training.

Enhanced Security

Screen recording adds an extra layer of security by detecting and preventing fraudulent behavior. Also, the automated pause and resume feature is built-in to protect sensitive data.

Get The Full Picture On Customer Interactions

With MiaRec Contact Center Screen Recording, not only can you record any agent's desktop activity associated with a recorded phone call, but also play back the call and screen recording that are synchronized to get a complete view of agents’ interactions with customers.

Screenshot_Screen Recording
Burned Out Contact Center Agent

Discourage Distracting Or Non-Compliant Behavior

Contact center compliance, efficiency, and productivity start and end with your agents. MiaRec Screen Recording nurtures better agent compliance as it discourages behaviors that could be compromising (e.g., copying personal information and credit card numbers) and that make agents less productive (e.g., watching cute sloth videos).

Powerful Insights Into Agent Performance

Identify any slowdown or on-screen distractions that cause loss of productivity (e.g., something that takes five clicks could be solved in a simpler, much faster way). In addition, you can train new agents faster by determining how quickly a new agent uses the user interface and what their learning curve looks like to identify any potential friction points quickly.

Portrait of confident female call center agent working in office

Product Benefits

PCI-DSS Compliance

MiaRec's automated pause and resume feature ensures compliance with regulatory requirements by blacking out the screen, so no sensitive data is visible on agents’ desktops.
PCI-DSS Compliance

Fraud Prevention

Screen recordings provide your organization with an extra layer of protection as they help detect and prevent fraudulent or unproductive behavior.
Fraud Prevention

Highly Searchable

All recordings can be searched for and retrieved using multiple criteria, e.g., by date (range), user/group name, caller, phone number, and even keywords.
Highly Searchable

Cloud-Ready

MiaRec Screen Recording is designed for the cloud and multi-tenant environments, offering linear scalability and high reliability.
Cloud-Ready

Multi-Tenant

Multi-level access control and partitioned multi-tenant resources ensure data security and customer privacy.
Multi-Tenant

Modular & Scalable

Screen Recording module is integrated into the complete MiaRec Quality Management Suite for Contact Centers.
Modular & Scalable

File Encryption

Files can be encrypted to ensure customer data privacy/protection and comply with your industry’s legal compliance requirements.
File Encryption

Multiple Screens

Records activity on multiple monitors per agent and allows you to zoom in or out of the captured screen by clicking on the selected picture.
Multiple Screens

High Video Quality

MiaRec delivers a full-motion video recording that can be captured at a variable bit rate depending on your needs.
High Video Quality

Central Management

The screen recording module is easily and centrally configured and managed via the MiaRec web interface. 
Central Management

Rule-based Flexibility

Administrators can define flexible recording rules and manage the quality of screen recordings to meet storage and business needs.
Rule-based Flexibility

Storage Management

Administrators can set different storage rules for call and screen recordings based on available storage capacity and compliance requirements.
Storage Management

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