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Easy start, with automatic upload of recordings from the Imagicle UCX Suite or manual import from your existing system.
Imagicle UCX Cloud Suite is based on AWS, encrypted data, role-based access, flexible retention times, and high availability.
Quickly track keywords and hot topics across your speech-to-text transcriptions thanks to tags, filters, and call notes. Plus, easily download any transcription.
Divide users into relevant groups and leverage aggregate data from the dashboard to know at a glance how agents are performing and how sentiment changes overtime.
Receive alarms when specific keywords are spoken/not spoken, when calls’ sentiment is in a certain way, or both, to create ad-hoc training and improve operators’ performances.
Voice Analytics is a cloud-only, add-on app of Imagicle Call Recording, usable whether your Call Recording is Cloud, On-Prem, or Hosted.
Easy start, with automatic upload of recordings from the Imagicle UCX Suite or manual import from your existing system.
Imagicle UCX Cloud Suite is based on AWS, encrypted data, role-based access, flexible retention times, and high availability.
Quickly track keywords and hot topics across your speech-to-text transcriptions thanks to tags, filters, and call notes. Plus, easily download any transcription.
Divide users into relevant groups and leverage aggregate data from the dashboard to know at a glance how agents are performing and how sentiment changes overtime.
Receive alarms when specific keywords are spoken/not spoken, when calls’ sentiment is in a certain way, or both, to create ad-hoc training and improve operators’ performances.
Voice Analytics is a cloud-only, add-on app of Imagicle Call Recording, usable whether your Call Recording is Cloud, On-Prem, or Hosted.
Manage your calls quickly and professionally: transfer, park, notify calls on hold and check your colleagues' status.
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Record 100% of calls, start/stop, skip sensitive information, get detailed reports and comply with data regulations.
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On top of voice, it adds screen recording functionalities to Call Recording to get the complete picture of customer interactions.
Learn More
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What calling platforms is Voice Analytics compatible with?
Platforms listed in the following table have been verified for operation with the product. Imagicle solutions are based on technological standards and therefore operate with many of the most commonly used systems on the market. Should your system not be listed, please contact our technical department to check interoperability. Cloud Connector, Office365 and Teams are currently not supported.
| Producer | System | Release | Certifications | Notes |
|---|---|---|---|---|
| CISCO | HCS | 8.6- 9.x- 10.x- 11.x-12.x-14.x | Cloud-based application. Requires a Call Recording license on Imagicle UC Suite | |
| CISCO | Unified Communications Manager (Included Webex Calling Dedicated) | 8.x- 9.x- 10.x- 11.x- 12.x-14.x | Cloud-based application. Requires a Call Recording license on Imagicle UC Suite | |
| CISCO | Unified Communications Manager Business Edition 6000 | 8.6- 9.x- 10.x- 11.x-12.x-14.x | Cloud-based application. Requires a Call Recording license on Imagicle UC Suite | |
| CISCO | Unified Communications Manager Business Edition 7000 | 8.6- 9.x- 10.x- 11.x-12.x-14.x | Cloud-based application. Requires a Call Recording license on Imagicle UC Suite | |
| CISCO | Webex Calling Multi-Tenant | Cloud-based application. Requires a Call Recording license on Imagicle UC Suite | ||
| CISCO | Unified Communications Manager Express | Cisco IOS 15.6(1)T or Cisco IOS XE 3.17S or above | Cloud-based application. Requires a Call Recording license on Imagicle UC Suite | |
| BroadSoft | BroadWorks | R22.0 and above | Cloud-based application. Requires a Call Recording license on Imagicle UC Suite | |
| Audiocodes | Mediant | Cloud-based application. Requires a Call Recording license on Imagicle UC Suite | ||
| Microsoft | Microsoft Teams | Cloud-based application. Requires a Call Recording license on Imagicle UC Suite |
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Yes. Voice Analytics is an AI-based add-on feature specifically built to analyze the interactions captured by the Imagicle Call Recording application.
No. Despite Voice Analytics being Cloud-only, it is available for your Imagicle Call Recording deployed in the Cloud, On-Prem, or Hosted. This way, you can switch to the Cloud at your own pace, whenever you want.
Imagicle Voice Analytics supports English, Italian, French, Spanish, Portuguese, and German. It is possible to request the inclusion of other languages, which the Research and Development team will evaluate.
Your data is transferred in a fully secure way, with encryption in transit when uploaded from Imagicle Call Recording (Cloud, On-Prem or Hosted), and stored with encryption at rest.
Imagicle Voice Analytics is operated via AWS, so you can rely on the top-level security of a leading cloud provider. Your data is stored in the Imagicle Cloud, in the region nearest to you (Europe, US, Middle East). Thanks to role-based access to any recordings, your users get correct visibility. As for other customers, your data is effectively partitioned and completely isolated from theirs, thanks to isolated storage and access.
With regard to the European GDPR, the Customer acts as a Controller, and Imagicle acts as a Processor managing end-user data as defined by the legal terms on this page.
Imagicle Voice Analytics allows you to configure the retention policy period to guarantee that the data is retained only for the time needed for processing purposes, in line with the policies defined by your company. Data is deleted at contract termination.
Just like the rest of the Imagicle Cloud services, Imagicle Voice Analytics is designed with High Availability and Disaster Recovery features included, to grant your business continuity. Plus, in order to assure our customers that security and data protection measures are put in place through all our processes, we have taken ISO 27001 certification. For more information on our security and data protection measures, visit our dedicated page.
Manage your calls quickly and professionally: transfer, park, notify calls on hold and check your colleagues' status.
Learn More
Record 100% of calls, start/stop, skip sensitive information, get detailed reports and comply with data regulations.
Learn More
On top of voice, it adds screen recording functionalities to Call Recording to get the complete picture of customer interactions.
Learn More
