MosaicVoice - AI-powered agent assist and QA automation
MosaicVoice
App Overview
MosaicVoice is an AI-powered contact center platform that records and analyzes 100% of customer interactions to help organizations improve quality, compliance, and agent performance. When a call is received, the application can provide agents with real-time guidance, relevant customer information, suggested responses, knowledge base content, and compliance reminders based on the live conversation. The platform automatically generates highly accurate transcripts using best-in-class speech recognition technology and applies configurable redaction rules to remove sensitive information such as credit card numbers, Social Security numbers, account numbers, personal health information, and other protected data. All recordings, transcripts, summaries, quality assurance evaluations, and compliance insights are securely stored and searchable through a centralized interface, allowing supervisors to quickly locate and review interactions. By combining call recording, transcription, redaction, AI-powered agent assistance, automated quality assurance, and conversation analytics in a single platform, MosaicVoice helps organizations improve customer experiences while reducing operational and compliance risk.
Benefits of MosaicVoice
AI-Powered Real-Time Agent Assist
Provide agents with real-time guidance, knowledge retrieval, next-best actions, and compliance reminders during live customer interactions.
AI-Powered Quality Assurance Automation
Automatically evaluate and score 100% of customer interactions to improve consistency, compliance, and agent performance.
AI-Powered Insights, Reporting, and Analytics
Convert customer conversations into actionable dashboards, trends, and business insights that drive operational improvement and better customer outcomes.
Features
- Call Recording and Secure Call Storage
- AI-Powered Real-Time Agent Assist
- Industry-Leading Speech Transcription
- Automated PII, PCI, and PHI Redaction
- AI-Generated Call Summaries
- AI-Powered Quality Assurance Across 100% of Calls
- Sentiment Analysis and Conversation Intelligence
- Analytics Dashboards and Reporting
- Natural Language Search Across All Interactions
- Compliance Monitoring and Audit Support
Compatibility & System Requirements
| Partner Version | Mitel Product | Mitel Version | Technical Documents |
|---|---|---|---|
| MosaicVoice V1.5.1 | MiVoice Business | 10.5 SP1 | KB000128071 |
| MosaicVoice V1.5.1 | Mitel CX | 2.1.0.0 | KB000128071 |
Certification
Compatible: The 3rd party solution or service is globally interoperable with Mitel Products and is eligible for Mitel MSA Support.
How to Get
Please contact your Mitel Channel Partner/Reseller or visit company at mosaicvoice.ai
Key Resources
Support
Application support: Please contact [email protected]
Integration support: Please contact [email protected]
About MosaicVoice
MosaicVoice is an AI-powered contact center platform that helps organizations improve agent performance, customer experience, and compliance across every customer interaction. The platform records and securely stores calls, generates highly accurate transcripts, automatically redacts sensitive information, and provides AI-generated summaries and insights. MosaicVoice also delivers real-time agent assistance during live conversations and uses AI to evaluate 100% of customer interactions for quality assurance and compliance monitoring. Comprehensive dashboards, reporting, and natural language search capabilities allow organizations to quickly identify trends, coach agents, and uncover operational improvement opportunities.
Phone: 949-412-3650
Email: [email protected]
Website: mosaicvoice.ai