Khoros Care vs. MiaRec Conversation Analytics

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Khoros Care
Score 8.1 out of 10
Enterprise companies (1,001+ employees)
Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers: Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a single consolidated platform to manage customer engagements at scale. Supporting the widest range of digital messaging channels, including; web chat, in-app, email, Facebook, Twitter, Instagram,…N/A
MiaRec Conversation Analytics
Score 10.0 out of 10
Enterprise companies (1,001+ employees)
MiaRec is a provider of conversational intelligence and automated QA for contact centers. Contact centers can use MiaRec across the workforce to modernize workflows and surface intelligence at scale. MiaRec's Conversational Analytics Platform records customer interactions compliantly and securely, and offers contact centers Voice AI and machine learning that enables customers to automatically record, analyze sentiment and keywords, evaluate agent performance, redact data, and more…N/A
Pricing
Khoros CareMiaRec Conversation Analytics
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Khoros CareMiaRec Conversation Analytics
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsPricing is variable based on the needs of the customer.
More Pricing Information
Community Pulse
Khoros CareMiaRec Conversation Analytics
Top Pros
Top Cons
Best Alternatives
Khoros CareMiaRec Conversation Analytics
Small Businesses
Simplify360
Simplify360
Score 7.8 out of 10
Clari Copilot
Clari Copilot
Score 8.9 out of 10
Medium-sized Companies
Emplifi Social Marketing Cloud
Emplifi Social Marketing Cloud
Score 8.8 out of 10
Clari
Clari
Score 8.3 out of 10
Enterprises
Emplifi Social Marketing Cloud
Emplifi Social Marketing Cloud
Score 8.8 out of 10
Clari
Clari
Score 8.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Khoros CareMiaRec Conversation Analytics
Likelihood to Recommend
7.9
(113 ratings)
10.0
(1 ratings)
Likelihood to Renew
7.8
(80 ratings)
-
(0 ratings)
Usability
6.5
(8 ratings)
-
(0 ratings)
Availability
9.0
(2 ratings)
-
(0 ratings)
Performance
9.0
(2 ratings)
-
(0 ratings)
Support Rating
8.1
(10 ratings)
-
(0 ratings)
In-Person Training
9.0
(2 ratings)
-
(0 ratings)
Online Training
7.3
(1 ratings)
-
(0 ratings)
Implementation Rating
7.7
(73 ratings)
-
(0 ratings)
Ease of integration
6.4
(1 ratings)
-
(0 ratings)
Product Scalability
8.0
(78 ratings)
-
(0 ratings)
User Testimonials
Khoros CareMiaRec Conversation Analytics
Likelihood to Recommend
Khoros (Formerly Spredfast + Lithium)
Less Appropriate Scenarios- A fintech company has highly specialized or industry-specific workflows that are not easily accommodated within the standard capabilities of Khoros Care. In such cases, the platform may be less appropriate for businesses with extremely unique processes that require a high degree of customization. Well suited- financial institutions face a high volume of customer inquiries related to account management, transactions, and security concerns. Khoros Care's security features, automation capabilities, and integration with banking systems make it suitable for managing customer interactions in the financial services sector.
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MiaRec
And I love how collaborative all the different areas are with us as customers. I feel that our contribution is valued. allowing them to make all of their sales calls throughout the day without compromising their personal cell phones. We can even connect your mobile numbers on the back end, allowing our reps to receive calls on their mobile, wherever they happen to be at the time.
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Pros
Khoros (Formerly Spredfast + Lithium)
  • Tagging system - it's possible to add a wide variety of labels and categories
  • Search feature - being able to find users by conversation number, username, or keywords makes it easier to navigate old conversations
  • Easy system for assigning conversations to other users
  • When you claim a conversation, it gets removed from the queue. This is much more visually explicit than Khoros Marketing's queue, for example, where all content remains visible in the queue and a bookmark gets moved around to distinguish the point where other users left off
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MiaRec
  • The dedicated CSM is always helpful, as are the annual business reviews and ongoing conversations to ensure
  • Customizing the chat icon was easy, and changes can be implemented on the site in seconds.
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Cons
Khoros (Formerly Spredfast + Lithium)
  • Although there aren't any significant issues with the platform, there might be need for improvement in a few specific areas of the mobile application to increase and facilitate use.
  • The basic monotony of social media, I suppose, but it doesn't really speak poorly of the app.
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MiaRec
  • they are powerful routing mechanisms that allow us to create the workflows we need
  • I really like the way they communicate. We were assigned a customer success representative and ours is AMAZING.
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Likelihood to Renew
Khoros (Formerly Spredfast + Lithium)
Simply, there isn't anything on the market that is quite as personable as Khoros Care. After using a few different client messaging systems, this program gave the closest feel to in-person interaction that we could get during the COVID-19 epidemic and is an important part of our agency still to this day in 2023.
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MiaRec
No answers on this topic
Usability
Khoros (Formerly Spredfast + Lithium)
The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.
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MiaRec
No answers on this topic
Reliability and Availability
Khoros (Formerly Spredfast + Lithium)
No issues.
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MiaRec
No answers on this topic
Performance
Khoros (Formerly Spredfast + Lithium)
No issues.
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MiaRec
No answers on this topic
Support Rating
Khoros (Formerly Spredfast + Lithium)
Khoros Support has always very responsive and helpful when it comes to getting my issue/inquiry addressed. Their ticket portal is great for tracking any open tickets and they can be updated via the portal or by responding to the email thread. Support reps are always extremely knowledgeable and care about getting you taken care of
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MiaRec
No answers on this topic
In-Person Training
Khoros (Formerly Spredfast + Lithium)
The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.
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MiaRec
No answers on this topic
Implementation Rating
Khoros (Formerly Spredfast + Lithium)
Implementing the platform was not a big hassle for our client, it was seamless and easy we just had to follow a few steps and it was done. Just scaling was a bit of an issue but it got resolved with time and a bit of effort at both ends
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MiaRec
No answers on this topic
Alternatives Considered
Khoros (Formerly Spredfast + Lithium)
Khoros is more than just a platform for social publishing. No other competitor provides the in-depth moderation and social listening services that they do. If you're looking for a one-stop-shop of a platform for all things social, this is the tool to be using. Others are better in usability and innovative functionality.
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MiaRec
No answers on this topic
Scalability
Khoros (Formerly Spredfast + Lithium)
Of course as the company grows owing to its growing customer base, they need to think of out-of-the-box solutions to offer its clients and customer satisfaction is one of them. Retention is very much needed in competitive environment like today and hence it becomes imperative for companies to find different ways to reach their client basis and fix their issues
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MiaRec
No answers on this topic
Return on Investment
Khoros (Formerly Spredfast + Lithium)
  • We have seen a positive shift of customers from reaching out to the Call Centre to the Social Care Team.
  • Monthly and Annual Reporting to keep track of performance and stats related to the team has been much easier to highlight areas for improvement (month2month and anually)
  • CSAT/NPS Survey results have increased via Khoros Care in comparison to the Call Centre.
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MiaRec
  • Sometimes when we click to call, 2 additional numbers are added and the number is logged
  • Putting clients on hold and transferring clients is very easy.
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ScreenShots

Khoros Care Screenshots

Screenshot of Lithium ResponseScreenshot of Keep agents focused with a single, prioritized to-do listScreenshot of Unify multiple channels in a single engagement hubScreenshot of Increase efficiency with advanced workflows and operational insights

MiaRec Conversation Analytics Screenshots

Screenshot of Access both at-a-glance views and granular visibility into the sentiment analysis and scoring of customer interactions.Screenshot of MiaRec Speech Analytics transforms voice data into a critical business asset and identify trends and root causes of customer experiences.Screenshot of Users can generate statistics for calls, days, groups, users, agents’ performance and more with MiaRec’s reporting features.Screenshot of Monitor and manage agent evaluations with built-in customized Score Cards, enabling users to leverage voice analytics with automatic score cards.Screenshot of