AudioCodes Interaction Insights vs MiaRec

AudioCodes Interaction Insights is a cloud service for compliance recording and AI analytics in Microsoft Teams and other unified communications environments. Depending on the environment and configured capabilities, it can capture voice, video, screen sharing, and instant messages. Its analytics can transcribe interactions and identify potential compliance risks, sentiment, service-quality trends, and key conversation moments. The maker positions it for compliance recording, quality assurance, and fraud prevention, as well as recordings for training, dispute resolution, or documentation. The product is Microsoft Teams certified and supports SIPREC recording for Zoom and other on-premises or cloud UC environments; Cisco Webex certification is marked coming soon. Recordings can be managed in a web portal or embedded Teams app. Listed safeguards include Azure SSO, role-based access, encryption at rest and in transit, and activity logs. Customers can configure retention and use their own storage. Essential Recording includes up to 24 months of retention; unlimited retention is available at additional cost. Prices are not published; a free 30-day proof-of-concept trial is available.

MiaRec is an AI-native conversation intelligence platform for contact centers that turns customer interactions into business insights. Conversation Analytics transcribes and summarizes calls, then analyzes sentiment and other signals. Auto QA adds AI scoring, coaching insights and a quality workflow for each interaction. Relationship Management can update records, create follow-ups, and capture buying signals or service issues after calls. The platform derives CSAT, NPS and effort scores from conversation content rather than surveys. Teams can supply recordings by drag-and-drop upload or automated API integration. Native connections include Cisco Webex Calling and Contact Center, Microsoft Teams, Five9, Nice CXone, RingCentral and Twilio. Security controls include automatic data redaction, role-based access with audit logs, encryption, vulnerability monitoring and penetration testing. MiaRec says it follows SOC 2 security standards and is working toward certification. It offers cloud-hosted deployment and the facts also list web, API and self-hosted access. Listed plans require an annual contract and 25-user minimum; Essentials is $25.00 per month. A free trial is available.