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Worldwide regulations
covered
Agent Performance
Improvement
Call Search
& Playback
Coaching
effectiveness
Securely record and store your conversations. From any device, including the Webex or Teams client. See how the solution works.
Ensure internal and external regulatory adherence. Automate quality and compliance management.
Reduce compliance risk, prevent fraud, and avoid costly penalties with secure call recording and built-in compliance features. Meet security regulations such as GDPR, MiFID II, PCI-DSS, and HIPAA with no headaches.
Gain a clear view of agent performance with structured evaluations and scoring. Quickly identify gaps, deliver targeted coaching, and use AI insights to understand what drives outcomes and improve service quality.
Add Voice Analytics to uncover trends, sentiment, and opportunities across every conversation without manual review thousands of recordings – enabling a true Compliance & AI Quality Recording solution. AI handles transcription, summaries, and pattern detection, helping you make faster, smarter decisions.
Deploy recording in the way that fits your infrastructure, whether cloud, on-prem, or hybrid. Maintain flexibility while meeting security, compliance, and operational requirements – and allowing AI to help you improve your service.
Always-on mode captures every conversation without user action, with optional percentage sampling if full capture isn’t needed. On-demand mode allows users to start, stop, pause, and resume recordings. PII redaction always masks sensitive data to ensure compliance.
See our Call Recording software in action and discover the benefits firsthand.
Avoid fines and reputational risks with compliance built into every recorded interaction. Imagicle helps organizations meet regulatory requirements across Cisco and Microsoft environments.
Role-based access, secure storage, flexible retention policies, encryption, tamper detection, PII redaction, audit trails, and legal hold ensure complete control and data security.
Compliance teams can meet regulations such as GDPR, MiFID II, PCI-DSS, and HIPAA with ease, while contact centers gain powerful tools for training, quality monitoring, dispute resolution, and continuous performance improvement.
Monitor call trends, volumes, and durations through an intuitive dashboard. Quickly spot patterns, anomalies, and performance changes with clear, real-time visibility.
Filter data by user or period, compare activity across timeframes, and identify opportunities for improvement. From high-level overviews to detailed breakdowns, every insight is easy to access and understand.
Supervisors can evaluate interactions with customizable scorecards, track agent performance over time, and identify trends and targeted coaching opportunities.
Flexible evaluation forms adapt to your needs while transparent criteria increase accountability. Actionable insights enable targeted training and faster skill development.
Call Recording software integrates
with the solutions you love.
Call Recording is part of Imagicle Compliance & AI Quality Recording
Try the full solution first-hand, for free.
Control access to call recordings with granular, role-based permissions tailored to your organization’s structure. Ensure that users can only view, manage, or download recordings relevant to their responsibilities, reducing security risks while maintaining operational efficiency across teams and departments.
Preserve critical recordings when investigations, disputes, or legal proceedings require evidence retention beyond standard policies. Legal Hold prevents accidental deletion and ensures important interactions remain securely available until the matter is fully resolved.
Define flexible retention rules that align with corporate policies, industry regulations, and business requirements. Automatically retain or delete recordings after a specified period, helping reduce storage costs while ensuring compliance with data governance standards.
Protect sensitive information with enterprise-grade security measures covering data in transit, at rest, and during access. Advanced encryption, secure storage, and resilient architecture help safeguard recordings from unauthorized access while ensuring reliability and business continuity.
Maintain complete visibility into every action performed on recorded interactions. Detailed logs track who accessed, played, downloaded, tagged, modified, or deleted recordings, providing full accountability and supporting internal audits and regulatory requirements.
Ensure the authenticity and integrity of every recording with advanced tamper-detection mechanisms. Digital signatures and encryption technologies verify that recordings have not been altered, providing trustworthy evidence for compliance, quality assurance, and dispute resolution purposes.
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Imagicle Call Recording is a secure, enterprise-grade solution that automatically or manually records phone calls across Cisco platforms and Microsoft Teams. It captures voice calls, encrypts and stores them safely, and provides a web portal plus a Webex/Teams gadget where authorized users can search, play back, download, tag, or delete recordings based on assigned permissions.
Imagicle Call Recording supports Microsoft Teams (hosted in Azure Private Cloud), Webex Calling (Dedicated Instance and Multi-Tenant), Cisco UCM, BroadWorks, Cisco CCME/CUBE, and any Media Gateway supporting the SIPREC protocol. It can run in cloud, on-prem, or hybrid deployments.
Yes. Imagicle provides secure recording workflows designed to support compliance with GDPR, HIPAA, PCI-DSS, MiFID II, FINMA, and others. Features such as AES encryption, role-based access, configurable retention, legal hold, audit logs, and antitampering ensure compliant handling of sensitive recorded data.
The solution supports Always-On Recording (with the option of percentage-based sampling), On-Demand Recording, Live Keep, and Pause/Resume for privacy. Always-On and On-Demand are available on all supported platforms, while Live Keep is Cisco UCM-specific.
Recordings are stored as MP3 files encrypted with AES-256 and indexed in the UCX database. They are saved in a structured folder hierarchy (year/month/day) under the UCX Suite installation path, or optionally on external storage (NAS, private cloud, or customer-provided infrastructure). AES encryption, secure transmission, role-based access, retention policies, and audit trails ensure full protection. For more details, see the On-prem UCX Suite Data Processing and Storage section in the Imagicle Call Recording KB and the article Change the path where the encrypted audio tracks of the recorded calls are stored.
Yes. Imagicle integrates with Imagicle Voice Analytics, which offers transcription, sentiment analysis, keyword spotting, dashboards, agent-performance insights, and trends. Recordings can be automatically uploaded from UCX Suite to the Voice Analytics portal to enable compliance-ready workflows such as case review, dispute resolution, and quality assurance.
Call recording quality is typically evaluated by checking audio bitrate (Imagicle stores MP3 at 32 kbps), codec compatibility (e.g., G.711 vs unsupported codecs), packet loss, jitter, and endpoint audio quality. Administrators should validate that media-forking/SIPREC streams reach the recorder, that codecs are supported or transcoded, and that firewalls are not blocking RTP.
In the UCX Suite admin portal, you must create or edit the user record with the correct extension, PBX credentials or PBX User ID (e.g., Webex line ID, Teams email, CUCM end user), email address, and desired recording mode. The user must also have the appropriate license assigned (user-based or channel-based). If screen recording is needed, the Screen recording agent username (Windows logon) must be filled in. Missing or incorrect configuration (such as unassigned extension, invalid PBX username, missing email for Voice Analytics, or disabled user) will prevent recordings from being captured.
From a technical point of view, reasons include incorrect user configuration (no matching UCX user or user not enabled for recording), unsupported endpoints, missing or misrouted SIPREC/media-forking calls, codec mismatches, firewall or routing issues, insufficient recording channels, or licensing problems. The KB provides detailed troubleshooting flows (test calls, SIP traces, codec checks, bandwidth checks, monitoring events, etc.) for each scenario.
From an admin point of view, if you set Always-On Recording with the option of percentage-based sampling, some calls won’t be recorded due to the nature of this setting.
Retention rules let you automatically delete recordings after a defined period, according to compliance or internal policy. Administrators can set global retention, manage different storage backends, and apply legal hold on specific recordings so they are not deleted by automated processes.
Yes. Supported softphones and devices allow agents to pause/resume recording during sensitive parts of the conversation (e.g., credit-card details, personal data), depending on the recording method and platform configuration. Controls and triggers can be managed via UCX “Recording Control” settings and phone services.
Legal firms gain secure, tamper-proof storage of client communications, protected by AES-256 encryption, RBAC, audit logs, and legal-hold capabilities. This supports evidence preservation, compliance, dispute resolution, and documentation of verbal agreements. When combined with Imagicle Voice Analytics, firms can transcribe calls, search for keywords, analyze sentiment, and monitor trends to streamline case review and quality control, while Imagicle Call Recording provides the compliance-grade recording foundation.
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