How AI Turns Contact Center Calls Into CX And Revenue Wins

A single customer call can reveal why people churn, what drives complaints, and where sales get stuck, but only if you can actually see the patterns. On the Enterprise Connect show floor, we sit down with John from MiaRec to unpack how AI-powered conversation analytics turns everyday contact center recordings into clear actions you can take the same day.

We get specific about the biggest wins: automated QA that replaces slow manual scoring, customer experience intelligence that infers CSAT and NPS without relying on biased surveys, and churn-risk detection that can alert a retention team the moment a caller is truly unhappy. John explains how this “visibility first” approach helps teams protect revenue by catching problems early, while also improving coaching and consistency across agents.

Then we move into revenue intelligence for sales conversations: spotting buying intent, understanding how reps handle objections, and finding missed opportunities that quietly drain conversions. We also talk deployment realities in complex environments, including cloud integrations with popular CCaaS and UCaaS platforms like RingCentral and Twilio, plus what onboarding and configuration can look like.

The most exciting part is what’s new: Ask AI, a chat-style way to query large datasets and uncover trends across negative calls in seconds, and Zapier-powered workflows that can summarize a call, draft a personalized follow-up email, and automate next steps to improve CX and revenue outcomes. If you care about contact center AI, speech analytics, and practical automation, this one is built for you. Subscribe, share this with a teammate, and leave a review with your biggest takeaway.

Transcript

Meet MyRec At Enterprise Connect

SPEAKER_01 0:01

And it's Evan at Enterprise Connect from the show floor with John from MyRec. John, how are you? I'm doing well. Thanks for asking. Thanks for having me. Good to see you. And uh the show's just not quite open yet.

What Conversation Analytics Does

SPEAKER_01 0:12

But how do you describe MyRec these days and what you do?

SPEAKER_00 0:15

Oh my goodness. Um well, uh high level, we are a conversation analytics or intelligence platform, right? So we take the conversations that happen between like contact centers or businesses and their customers, and we analyze them with AI. And uh with AI, we can do things like automatically QA all the calls. So, like a lot of our customers come to us and they're manually scoring calls, right? And that takes forever and they can only score maybe one percent. So we use AI to do that, which gives them complete visibility into how their staff is performing when they're you know communicating with their customers, right? And then uh some other components are uh we do like CX intelligence, so we can automatically infer or score things like customer satisfaction scores, NPS, and churn risk. So that that I guess technology stems from a lot of our customers are always trying to figure out what is our customer experience actually like, and they do that uh by sending out surveys, which hardly anyone responds to those anymore. And if they do, it's usually one of two people, they're usually really upset or really happy, so you miss a big uh chunk of feedback. So, yeah, using AI to gather that is really useful for our customers, and then finally, uh we do some revenue intelligence as well, uh, which is more designed for like sales organizations, which is I mean, every organization's a sales organization. So we use AI to automatically score things like you know, uh, was a customer exhibiting buying intent or buying signals? How were your sales reps handling uh sales objections? You know, things like that. So ultimately, that's designed to improve like uh uh sales conversions and revenue overall. So that's high level, really what we do.

SPEAKER_01 1:41

So so much insight from that juicy, juicy

Top Use Cases For Revenue

SPEAKER_01 1:44

data that often went on the floor, right? I mean, we didn't really do much with that data. What are some of the you know top trending insights you think see customers needing day-to-day these days? What are the top use cases, let's say, for that data?

SPEAKER_00 1:58

Yeah, I mean, ultimately, it all comes down to um you know protecting revenue or gaining more revenue, right? Uh so like a lot of our customers, you know, our I guess what our platform does at its core is it gives our customers visibility. And with that visibility, they can take some action. Right. So a lot of the time the visibility is gonna give them the ability to uh reduce customer churn. So with our software, they'll set up workflows that like, for example, if a customer calls in and they're you know very, very upset, what will happen is our AI will flag that and then send a notification to their retention team, and their retention team can then reach out to that customer and then save that customer from turning, right? So protecting revenue. And then again, on the flip side, um, you know, earning more revenue, that that sales stuff I was just telling you about, right? Like having the ability to see which of your reps are missing sales opportunities or not handling objections correctly gives you the ability then you to coach them and and show them how to do that correctly moving forward so they can increase their sales conversion. So yeah, at the end of the day, it's like how how can we use this AI to either protect or increase revenue, right?

SPEAKER_01 3:00

It sounds so simple. Are there certain industries or verticals uh where you're seeing

Industries Seeing The Most Value

SPEAKER_01 3:05

most traction in terms of the value prop?

SPEAKER_00 3:07

That's a great question. Um, I would say you know, recently we've seen a lot of success with like hotels, hospitalities, um uh customers that are having like a call center for booking their hotel rooms. Uh, that's a good one. We have a lot of customers in uh home care space, and they they use it specifically for that uh retention piece, like retaining patients and retaining their uh their age or their actual employees. So um yeah, uh home care is another one, but really we we see it across like I mentioned, sales organizations as well, uh retail. Um our our platform one benefit that I'll haven't mentioned yet, is it's like it's all completely customizable. So we can basically accommodate almost uh any use case. So it's it's really uh diverse in terms of the uh the verticals that we that's fantastic, yeah.

SPEAKER_01 3:53

It's very horizontal play.

SPEAKER_00 3:54

Yeah.

SPEAKER_01 3:55

And how hard or

Deployment And Integrations Explained

SPEAKER_01 3:56

easy is it to deploy in a very complex multi-bendor uh environment with lots of legacy tech, new tech?

SPEAKER_00 4:02

Yeah, yeah.

SPEAKER_01 4:02

Uh what does that look like?

SPEAKER_00 4:03

That's a good question. So we we are uh a cloud-based uh product, right? So we we technically will deploy with uh other like cloud-based uh voice platforms. So we we have really, really easy integrations with CCAST and UCAS platforms like uh Ring Central, Twilio, uh 5.9, uh, you know, all those big players. So with those ones, if a customer comes to us with one of those platforms, it's a couple clicks and the setup integration is is ready to go. And then the onboarding, you know, like customizing and configuring the system to uh accomplish specific use cases that they want to accomplish, that takes like four to six weeks. So yeah, initial setup, really quick, uh customizations, a couple weeks right after that. So interesting. Yeah, it's pretty easy.

SPEAKER_01 4:43

And any any new features, functionality, announcements uh maybe this week or

Ask AI And Automated Workflows

SPEAKER_01 4:48

in the upcoming weeks, months here at Yeah.

SPEAKER_00 4:50

So we actually have a we had one recently that's super exciting. It's called like an Ask AI, or what we call Ask AI. Oh wow. So essentially what this gives you the ability to do is it's like a chat-like interface where you can ask questions about large data sets, right? So um, for example, like our platform can tell you, okay, you've had a a hundred calls in the past week with really low CSAT, right? But without Ask AI, you'd have to kind of look at those calls individually to look for trends, right? But with Ask AI, you can just say, hey, tell me if there's any trends you can see in these negative calls, and it'll tell you, oh yeah, this uh one agent's being rude all the time, or whatever the case may be. So really gives you the ability to speed up the analysis of all these calls and these interactions. So that's one. And then another one that we are just coming out with that we're super excited about is uh uh workflows essentially. So we just built an integration uh with Zapier, right? Is it Zapier or Zapier? I never know how to say it, but anyway, what it allows you to do is fully automate uh some workflows, and I'll give you an example of one. So let's say, for example, I'll stay on the uh the customer insurance side. Say a customer calls in and they're they're very, very upset about uh, I don't know, they're just something. Well, I can't think of an example. But basically, what this will allow you to do with this workflows is the AI can you know summarize the call, summarize all the reasons why that customer was upset, and then it can automatically craft an email, the customized email, based on what the details of the conversation were. Like, we're sorry you were upset about X, uh, you know, we'd like to offer you Y. And then with that, so not only can it craft the email, but it also can send the email directly to the customer, right? So um ultimately, you know, trying to make that customer happy and not churn, right? So, like from start to finish, it's all done by the AI, right? Like uh, well, obviously the customer, the the agent has to handle the interaction, but after that, the the workflow can handle like reaching out to the customer based on what was in the conversation. So, yeah, those workflows will be helpful for CX and sales too, right? Like if uh for those hotel examples I said, if if they miss a hotel booking, they can say, Hey, I saw you didn't book, send them an email and try to get into book with some maybe some uh special offer or whatever. But yeah, the workflows we're super excited about, and we're we'll be coming out with that

Final Thoughts And Farewell

SPEAKER_00 6:56

pretty soon.

SPEAKER_01 6:56

Fantastic. Well, onwards and upwards doing so much great work, and congratulations on uh day one here at Enterprise Connect.

SPEAKER_00 7:01

Yeah, thank you. It's a good show. Yeah, thank you. Thanks for having me and nice to meet you.