Imagicle apps, always a season ahead.

The latest Imagicle Release is available!
Cloud customers will find it automatically executed, while on-prem customers can download it at any time.

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Always better.

We invest every day in developing new apps and improving the ones you are already using. We want to provide you a continuously growing set of functionalities and best-in-class performances and reliability. Thus we will be concentrating the new releases on fixed periods of each year, for you to plan your upgrades and to know in advance what is coming out. Moreover, we constantly work with vendors and partners to verify the compatibility with the newest platforms and operating system. You can be even more confident in upgrading your unified communications system as the Imagicle applications will just work with it.

Always better.

We invest every day in developing new apps and improving the ones you are already using. We want to provide you a continuously growing set of functionalities and best-in-class performances and reliability. Thus we will be concentrating the new releases on fixed periods of each year, for you to plan your upgrades and to know in advance what is coming out. Moreover, we constantly work with vendors and partners to verify the compatibility with the newest platforms and operating system. You can be even more confident in upgrading your unified communications system as the Imagicle applications will just work with it.

Imagicle Roadmap.

Spring 2024
Spring Release 2024 is all about your Call Recording capabilities - new integration with Webex Contact Center, heightened features for MS Teams, and more marvelous enhancements in other apps as well. Plus, the introduction of a brand new Imagicle offer bringing contact center team & customer experience to new heights.
Product
Feature
For
Call Analytics
Support for Webex Calling overlapping dialing plan
Telephone calls analysis is now available also for organization using Webex Calling Multi Tenant and an overlapped dialing plan, such as two call queues having the same number but belonging to different locations
  • Cisco
UCX Suite
Synchronize Call Queues, Auto Attendants, Hunt Groups and Virtual Lines from Webex Control Hub
Customers synchronizing users from Webex Control Hub does no more need to manually create Call Queues, Auto Attendants, Hunt Groups or Virtual Lines because they will be automatically synchronized from Webex, so to streamline customer service analysis in Call Analytics and recording of calls through Virtual Lines
  • Cisco
Call Recording
New Recording engine
New native recording engine supporting filters, recording policy per user basis (on-demand/always on) and possibility to self-host for customers on their Azure
  • MS Teams
New Recording gadget
New Recording gadget
New tab for recording gadget on MS Teams to control recording, Start, Stop, Pause, Resume one or multiple recordings.
  • MS Teams
Engage
Initial Availability
Introducing Imagicle UCX Engage, to enhance Customer Experience on voice and digital channels with virtual and human interactions.
  • Cisco
  • MS Teams
  • Cross Platform
Winter 2024 brings your customer service to new heights. From pause reasons reporting to new reports for Call Analytics analyzing calls from the cradle to the grave, prepare to up your customer service game with Imagicle.
Product
Feature
For
UCX Suite
"Remember me" option to login to Gadgets
While logging into gadgets for Call Recording, Digital Fax, Contact Manager and Call Analytics end users can choose to avoid entering credentials every time in order to speed up daily usage of gadgets


  • Cisco
  • MS Teams
  • Cross Platform
Advanced Queueing
Agent Pause Reasons reporting
Advanced Queuing reports now include the reasons specified by each agent upon entering a pause period.

  • Cisco
  • MS Teams
  • Cross Platform
Call Analytics
Analytics for Webex Calling MT Customer Service
New "From Cradle to Grave" report to analyze the whole journey of incoming calls to Webex Calling MT customer services, regardless how they have been implemented using Hunt Group, Group Call or Auto Attendant
  • Cisco
Call Analytics
Analytics for native Webex Calling MT Call Queue and Auto Attendant
Dedicated set of reports to monitor performances of the customer services implemented on Webex Calling MT through native Group Call, Auto Attendant anbd Hunt Group
  • Cisco
This Summer is popping with many new integration features! Call Recording for Webex Calling Multi-Tenant is available worldwide, covering all Webex Calling regions with compliance recording, Screen Recording, and Voice Analytics; Call Analytics offers new Call Queueing and Auto Attendant reports for Webex Calling Multi-Tenant, and Digital Fax is officially integrated with Epic to streamline healthcare communications and operations.
Product
Feature
For
Digital Fax
Imagicle Digital Fax integrated with Epic
Imagicle Digital Fax is now integrated with Epic, an electronic health records platform, streamlining communications and improving experience for doctors and patients.

  • Cisco
  • MS Teams
  • Cross Platform
Call Recording
Call Recording for Webex Calling MT available worldwide
The Imagicle solution that brings compliance recording, Voice Analytics, and Screen Recording features now covers all Webex Calling Multi-Tenant regions (Canada, America, EU, Australia, Japan).
  • Cisco
Call Analytics
Analytics for native Webex Calling MT Call Queue and Auto Attendant
Dedicated set of reports to monitor the customer services implemented through native Group Call and Auto Attendant for Webex Calling MT

  • Cisco
UCX Suite
Modern Authentication support for sending email through Microsoft365
All UCS applications will be able to send email through Microsoft365 using Modern Authentication (OAuth2), instead of legacy and obsolete Basic Authentication in order to increase the overall security posture as well as comply with latest Microsoft guidelines
  • Cisco
  • MS Teams
  • Cross Platform
Taking integrations to the next level! Call Recording and Call Analytics are officially available for Webex Calling Multi-Tenant. Plus, you can now interact with your customers using digital channels like website chat, WhatsApp, Telegram, and more directly from your Attendant Console/Operator Essentials.
Product
Feature
For
Voice Analytics
Add a note to a conversation
The operator or the supervisor can now add or edit a note in a conversation. Is it also possible to seach for a conversation that has a text in its note.

  • Cisco
  • MS Teams
  • Cross Platform
Voice Analytics
Download the transcription text
The operator or the supervisor can now download the trascription of a conversation in a text file
  • Cisco
  • MS Teams
  • Cross Platform
Screen Recording
UCCS support of Screen Recording
Screen recording support on UCCS deployment
  • Cisco
  • MS Teams
  • Cross Platform
Attendant Console
Improved compatibility with Microsoft Teams Calling
Now operators can also transfer calls to PSTN as well as parking and resuming calls and leveraging Imagicle Advanced Queueing Camp-on

  • MS Teams
Attendant Console
Omnichannel
Attendant Console operators can now serve customers also through the integrated chat panel, powered by Imagicle Conversational AI platform
  • Cisco
  • MS Teams
  • Cross Platform
Conversational AI
Improved conversational IVR
Conversational IVR now provides a better experience thanks to more natural and human-like text-to-speech voices and optimized interactions
  • Cisco
  • MS Teams
  • Cross Platform
Call Recording
Native integration for Webex Calling Multi Tenant
Call Recording is now available inside the Webex Control Hub as a new native recording option.
  • Cisco
Call Analytics
Native integration for Webex Calling Multi Tenant
Call Analytics now provides call and cost analysis for Webex Calling Multi Tenant, including analysis calls received from Hunt Groups
  • Cisco
Imagicle Winter Release 2023 takes your eXperience to the next level with many new features aimed at improving customer and employee experience. Imagicle Screen Recording - the Call Recording add-on - captures agents' on-screen activities during calls and replays the entire customer interactions. Voice Analytics got 3x faster and is now enriched with tags and groups to make supervisors' lives easier. Conversational AI has a new dashboard to analyze the performance of chatbots and voicebots and a new way to integrate with Whatsapp without 3rd party providers. Plus the Imagicle gadgets have a new look'n feel.
Product
Feature
For
Digital Fax
Compatibility with Webex Calling Multi-Tenant
Digital Fax is now natively integrated with Webex Calling to deliver a 100% cloud-based faxing solution, thanks to the direct connection to the Webex Control Hub
  • Cisco
Call Recording
Improved performance with high calls density
Call Recording engine has been optimized to provied best performance even under high calls density (call rate per second)
  • Cisco
Call Recording
Screen Recording
Call Recording add-on that allows to capture the screen of a Windows PC used by an agent being audio recorded. Screen Recordings are then securely stored by Call Recording which search'n play interface allows to search for them and allow separate playback
  • Cisco
Voice Analytics
Call tagging
Supervisors and Agents can now tag calls to improve the collaboration, making easier the review conversation quality and the call serching.
  • Cisco
  • MS Teams
  • Cross Platform
Voice Analytics
Group Management
Administrators have now a powerful tool to create groups of users and agents and assign them to supervisors to properly separate che visibility and permission on company conversations.
  • Cisco
  • MS Teams
  • Cross Platform
Voice Analytics
Screen Recording
On Voice Analytics the Screen of an Agent recorded during a phone conversation can be played back in sync with the voice of the call and the transcription to better review the Agent activities.

  • Cisco
  • MS Teams
  • Cross Platform
Call Recording
New gadget
The Call Recording gadget (available for Cisco Webex, Cisco Finesse, Cisco Jabber and Microsoft Teams) now offer a completely renewed and modern look'n feel.
  • Cisco
  • MS Teams
  • Cross Platform
Digital Fax
New gadget
The Digital Fax gadget (available for Cisco Webex, Cisco Jabber and Microsoft Teams) now offer a completely renewed and modern look'n feel.
  • Cisco
  • MS Teams
  • Cross Platform
Advanced Queueing
Improved performance for ACD reporting
Customers managing an high volume of calls with Imagicle ACD can now run ACD reports faster than ever
  • Cisco
  • MS Teams
  • Cross Platform
Advanced Queueing
Near real time statistics API
Public REST API that allow third party to easily develop a web based dashboard or wallboard displaying near real time data about calls waiting in the queues, as well as recent historical statistics (such as avearge and maximum waiting or conversation time)
  • Cisco
  • MS Teams
  • Cross Platform
UCCS
New region available
UC Cloud Suite can now be deployed in new AWS region Dubai
  • Cisco
  • MS Teams
  • Cross Platform
Read the complete list of all updates in the recent version of Imagicle product and subscribe to the newsletter to receive any future updates. Available in English only.
Go to the release notes

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