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WEBINAR - Sales Lab
Introducing Advanced AI Analytics. From Calls to Communications Insights.
EN
Watch
Watch
WEBINAR - Sales Lab
Introducing Advanced AI Analytics. From Calls to Communications Insights.
EN
Watch
Watch
WEBINAR - Sales Lab
Introducing Advanced AI Analytics. From Calls to Communications Insights.
- Products
- Solutions
- Integrations
- Resources
- Company
100%
Customer Sentiment
Visibility
-50%
Service Review
Time
+30%
Customer Satisfaction
Score
<5''
Conversation
Discovery
+40%
Agent Performance
Improvement
+40%
Agent Performance
Improvement
From customers' voice to business intelligence. Transform recorded voice calls into searchable insights with AI-powered transcription and sentiment analysis.
The voice analytics software built to increase CSAT.
Improve customer experience, optimize agent performance, and automate compliance and quality management.
Audit your customer service in a click.
Instantly access the exact conversation you need without manually reviewing hours of recordings. Quickly search transcripts, keywords, tags, and notes to find relevant customer interactions in your speech analytics software.
Assure quality across the organization.
Monitor team and individual performances and conversation health from a centralized dashboard designed to simplify supervision, coaching activities, and quality assurance workflows.
Discover what customers are really saying.
Reveal recurring complaints, service gaps, sentiment trends, and conversation patterns hidden across thousands of customer interactions and support cases, completing your Compliance & AI Quality Recording solution.
Reduce manual review activities.
Automatically generate concise conversation summaries to simplify follow-ups, escalations, internal collaboration, and quality monitoring while saving supervisors valuable time in your AI Contact Center.
Stay proactive and protected.
Detect sensitive conversations, monitor script adherence, and protect customer data with automated controls designed for secure and compliant communication environments.
Understand what’s happening across every conversation.
See our Voice Analytics software in action and discover the benefits firsthand.
CUSTOMER SATISFACTION
AI-powered conversation intelligence.
Search and review every interaction.
Automatically convert recorded calls into multilingual searchable transcripts with filters, tags, notes, and full-text search to quickly find specific conversations, keywords, or topics.
Analyze sentiment at every level.
Measure conversation sentiment across the full interaction, individual speakers, or single phrases to better understand customer reactions and identify critical moments instantly.
Receive alerts when attention is needed.
Set custom keyword and sentiment triggers to receive notifications when specific phrases, negative sentiment, or compliance-sensitive conversations are detected and act instantly.
AGENT PERFORMANCE
Smarter supervision for contact center teams.
Automatically identify recurring topics.
AI Topic Modelling detects repeated issues, emerging trends, and common discussion themes across thousands of customer interactions without manual review.
Reduce review time with AI summaries.
Generate structured summaries of conversations including discussion points, actions, and outcomes to speed up coaching, escalations, and quality monitoring workflows.
Leverage an easy to read dashboard.
Visualize call volumes, sentiment scores, speaker breakdowns, conversation trends, and other contact center metrics through interactive widgets built to simplify supervision and interaction analysis.
COMPLIANCE & GOVERNANCE
Built to support external and internal compliance.
Automatically redact sensitive information.
AI Redaction detects and masks sensitive data such as credit card numbers, personal identifiers, and protected information from both transcripts and recordings.
Verify script adherence and mandatory statements.
Monitor whether agents follow required scripts, mention mandatory disclosures, or comply with internal procedures and regulatory guidelines during conversations.
Keep recordings protected and under control.
Manage access through role-based permissions, encrypted storage, configurable retention policies, and secure cloud infrastructure based on AWS designed for enterprise environments.
Voice Analytics integrates
with the solutions you love.
with the solutions you love.
Voice Analytics is part of Imagicle Compliance & AI Quality Recording
Go beyond basic recording and protect and analyze conversations seamlessly.
Voice Analytics software: feature summary.
Speech-to-text transcription.
Convert conversations into multilingual transcripts using advanced AI speech recognition, successfully enabling an AI contact center. Search, export, and share conversation data while improving compliance, quality assurance, and operational efficiency.
AI Sentiment
Analysis.
Detect positive, negative, and neutral sentiment across voice recording customer interactions in real time. Gain deeper insights into customer satisfaction, agent performance, and conversation quality through advanced NLP analysis.
AI-powered Summarization.
Generate concise AI summaries of calls in your call recording software instantly. Automatically highlight key points, action items, and outcomes to reduce manual work and improve team productivity.
AI Topic
Modelling.
Modelling.
Identify recurring themes, emerging trends, and high-impact topics across thousands of conversations. AI-powered topic modelling helps uncover valuable customer insights and optimize business operations at scale.
AI Keyword
Alarms.
Alarms.
Receive instant alerts when specific keywords or critical phrases are detected during conversations. Monitor contact center compliance, escalation risks, customer issues, and sales opportunities in real time with AI-driven keyword detection.
Rich playback and navigation.
Replay recordings or specific conversation sections through synchronized transcript navigation, timestamps, speaker identification, and optional audio + screen playback.
Take Voice Analytics a step further.
Optimize your whole contact center experience.
Voice Analytics
- Searchable conversation intelligence and sentiment analysis
- Agent performance & customer satisfaction insights
- AI-powered transcription analysis and trend detection
Contact Center Software
- Supervisor workspace with real-time monitoring and live operational data
- AI automation with AI Receptionist
- Smart omnichannel agent workspace
Any question about Voice Analytics?
What is Imagicle Voice Analytics?
Imagicle Voice Analytics software is an AI-powered conversation analysis solution that transforms recorded calls into searchable transcripts, sentiment insights, operational trends, and actionable analytics for contact centers and customer service teams. The service offers multi-language speech-to-text transcription with automatic language detection, AI-based sentiment analysis that evaluates mood at overall call and per-segment level, and keyword/sentence tagging to classify topics. Dashboards, filters, and REST APIs expose sentiments, scores, transcripts, tags, and notes so organizations can monitor quality, detect recurring issues, and feed insights into external applications.
Which conversations can be analyzed?
Voice Analytics software can analyze any recorded voice customer interactions in your contact center call recording software: from contact centers, support teams, help desks, and business phone systems, including conversations handled through Microsoft Teams, Webex and other supported platforms.
How does call transcription work and what benefits does it provide?
Voice Analytics software applies a sophisticated speech recognition engine to convert the entire conversation into text, keeping local and remote parties separated. It can automatically detect the spoken language among 30+ supported languages, lets you search for keywords or full sentences, listen to specific sections, add notes, and export the full transcript – making it the first important step to implementing contact center AI solutions. This saves time, makes it easier to find critical information, and supports faster, more accurate QA.
Can Voice Analytics detect customer sentiment and emotion?
Yes. An AI engine analyzes intonation, cadence, and transcription content to determine the “mood” of the parties and label it as negative, neutral, or positive. Sentiment is available both at overall call level and for individual conversation segments, and a dedicated Sentiment Analysis Dashboard shows trends over time (overall, local party, remote party), making it easier to understand how calls went and how interactions are evolving.
What are “keywords” and how are they used?
In Voice Analytics you can add keyword or sentence tags to recordings (for example, product names, “refund”, “cancellation”, etc.). Once tagged, these keywords can be used as filters on the Recordings page to quickly retrieve calls that contain one or more tags and to group similar interactions, so supervisors can easily check which conversations match specific topics or processes.
How can Voice Analytics improve agent performance and training?
Because every recording can be transcribed, scored for sentiment, tagged, and visualized in dashboards, supervisors can analyze all conversations instead of just a few samples. They can quickly see sentiment trends for users and remote parties, search inside specific calls, listen only to the most relevant sections, and use the insights (including mood evolution and tagged topics) to coach agents, improve scripts, and react precisely when issues emerge.
How quickly are transcripts and insights available after a call ends?
When a new recording is uploaded (either automatically from Imagicle Call Recording or manually as an MP3 file) Voice Analytics immediately starts transcription and sentiment analysis. Processing typically requires a few minutes depending mainly on call duration and the amount of audio being analyzed, after which transcripts, sentiment, and filters become available in the web portal.
Does Voice Analytics integrate with Screen Recording?
Yes. If Screen Recording is enabled in Imagicle Call Recording, Voice Analytics lets you view captured screen and audio in a single player. From the recording detail you can play the audio waveform and, where available, open the “View screen recording” link to watch the synchronized screen capture, providing a complete view of what the agent said and did during the call.
What languages does Voice Analytics support?
The embedded speech recognition engine can automatically detect the language of a conversation out of over 30 supported languages. When uploading or transcribing recordings you can either manually select the language or let the engine detect it automatically, ensuring accurate transcription and sentiment analysis across multilingual environments. The detailed, up-to-date list of supported languages is available in the Voice Analytics Knowledge Base.
How does Voice Analytics ensure data security and privacy?
Voice Analytics runs within the Imagicle UCX Platform environment, where access is controlled via standard credentials or SSO (with optional multi-factor authentication) and role-based permissions determining who can see and manage which recordings. Each recording includes metadata with SHA256 checksums for audio and screen files to verify that content has not been altered. Recordings stored in Imagicle UCX Cloud Suite are kept in encrypted storage, and Imagicle Call Recording is designed to support strict regulations such as GDPR, HIPAA, PCI-DSS, and other compliance standards; Voice Analytics analyzes those compliant recordings on top of the same secure platform.
Can I search calls by sentiment, keywords, agent name, or specific phrases?
Yes. The Recordings page provides an advanced search bar and filters that let you: search by keyword or sentence across all transcribed recordings; filter by sentiment (any, negative, neutral, positive, or not available); and apply additional filters such as date range, call direction, duration, and tags. Within a single recording, you can also search inside the transcript to jump directly to specific words or phrases.
Can supervisors download transcripts and export data?
Yes. From the recording detail, the Download tab lets you download the audio file, any screen recording, and the full transcription. A dedicated “Transcription export” button is also available. For integrations, the Voice Analytics Recordings.v1 APIs expose recording metadata (including sentiment, tags, and transcript sentences) so that external systems and BI tools can retrieve and process this data programmatically.
Which UC and call recording platforms is Voice Analytics compatible with?
Voice Analytics works on top of Imagicle Call Recording, making it available for the same environments as Call Recording: 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. While Call Recording can run in cloud, on-prem, or hybrid deployments, Voice Analytics is exclusively cloud.
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WEBINAR - Sales Lab45’Introducing Advanced AI Analytics. From Calls to Communications Insights.In this session, you’ll learn how to create dashboards and widgets with AI, explore your data interactively, and gain insights to improve your service with Imagicle Advanced AI Analytics.
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