Summer Release 2024: a wave of experience innovation.

Virtual Receptionist. A new way of greeting customers with AI.

Imagine having a receptionist available 24/7/365, always ready to greet callers with the perfect tone, who knows exactly where to direct them. That’s what the new Imagicle Virtual Receptionist brings to your reception crew. This AI-powered digital twin of your human receptionists is ready to hit the market to either answer common questions or transfer callers to the right contact.

It speaks multiple languages and learns your preferred tone and style, creating a cohesive brand voice with a round-the-clock, year-long presence. Every call is answered immediately, providing the zero-waiting experience today’s clients expect and enabling self-service options with a human-like voice.

And the best part? Virtual Receptionist helps you reduce costs by optimizing resources in your organization, and provides a better management of peak and break times because when receptionists are overwhelmed with calls, on break, or out of office, a virtual twin can answer calls for them. All through an intuitive no-code set up.

Voice Virtual Agents. A true omnichannel AI voice experience.

Speaking of AI-powered, Virtual Receptionist is not the only star of the show. While the Receptionist takes care of welcoming customers, Imagicle Voice Virtual Agents can now take care of more complex agent tasks, along with the already present Digital Virtual Agents.

These AI-powered voice agents are designed to help you start your digital transformation with self-service natural interactions. Just like chatbots automate conversations with customers on WhatsApp, website chat, Telegram, SMS, and more, voice bots take care of the automation of the most used business channel: voice.

Just like the Virtual Receptionist, they’re on the clock 24/7/365, increasing call deflection, eliminating waiting times and letting agents focus on core tasks. Thanks to a fine integration with your knowledge base systems, they use machine learning to have the right response always ready and self-learn when you make changes. They also integrate with your existing calling platform for an effortless implementation, and their conversational flow (also for chat) lives inside Smartflows, the Imagicle no-code platform allowing for a visual editing of flows.

Smartflows can be synced with CRM/ERP/HR backend systems and your knowledge base. No input from dev or IT needed.

What they can do spans different sectors, and there’s virtually no limit to the customization you can apply to them: whether it’s scheduling flights, booking appointments, checking bank balance, delivering shipping information, these virtual agents are equipped to manage it all with minimal human intervention.

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Want to talk about it?

Book a meeting with an expert and enjoy a free, customized demo.

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Imagicle Compliance Recording: complementing the Webex built-in recording solution.

Imagicle Call Recording has had a native integration for Webex Calling Multi-Tenant and Dedicated Instance for a while now. But this summer, Cisco introduced a new, native convenience call recording for later review of conversations – a must-have feature in every business. 

So you might be wondering, why do I still need Imagicle Call Recording?

The reason is that the Webex native call recording is for convenience only, and it doesn’t cover all of today’s call recording use cases.

Imagicle Call Recording, on the other hand, can complete the built-in Webex solution with Compliance and Analytics, further empowering the Webex Calling solution with a great user experience.

Using APIs to retrieve Webex built-in recordings, Imagicle Call Recording is able to add compliance features to each recording. Namely:

• Role Based Access: Regulating access to the Call Recording solution based on the roles of individual users and groups within an organization.
• Legal Hold: During disputes, specific call recordings may need to be kept longer than usual until the issue is resolved.
• Configurable retention policy: Configuring the call policy retention ensures data is kept only as long as necessary for its intended purpose, in accordance with company policies.
• Data Security: Guaranteeing the security of data access, archived, and transmitted, and enable a highly reliable architecture.
• Audit Trail: Tracking and timestamp any attempt to access, play, download and delete recordings performed by users.
• Tampering detection: All locally or externally stored recordings are encrypted with a proprietary digital signature, to avoid data tampering.

And compliance is just a part of what Imagicle Call Recording does, starting from its amazing user experience. Fully integrated with the Webex App, it allows to access, review, listen, download, delete recordings from the web portal or directly on the Webex App through the exclusive gadget with search&play. Plus, with Screen Recording & Voice Analytics, you can add analysis to convenience and compliance for the complete picture of your interactions. Screen Recording records agents’ desktop activities during calls, while Voice Analytics leverages AI to inform you about script adherence, negative calls, overall performances.

Another great Call Recording-related news is its new integration with Webex Contact Center, with the same user experience offered for Webex Calling. Administrators can activate recording for agents, who in turn can view recordings in real-time during or after calls (with Search&Play) and Pause/Resume directly from the Webex Contact Center Agent Desktop. Supervisors have all under control with an easy and rich dashboard and several reports.

Anticipations from Winter: Attendant & Agent Console for Microsoft Teams. More complete and powerful than ever.

Last, but not least, let’s move to the world of Microsoft Teams with a big, big coming soon.

Our Attendant Console for Microsoft Teams has always been a cornerstone of productivity, but it’s on its way to become more reactive and powerful than ever before. 

Starting Winter ’24, the integration will be based on ACS (Azure Communication Services), an SDK service managed within Microsoft Cloud, designed to develop applications requiring communication capabilities. Simply put, applications developed on ACS can natively interoperate with Microsoft Teams at various levels: voice, video, chat, text messaging, email, and more.

In a nutshell, this new integration ensures your teams can handle calls with greater efficiency and reliability within the familiar MS Teams environment. The consoles include all our top features —Queueing, Auto Attendant, and enhanced directory— providing a comprehensive solution for managing communications.

And all this applies to our newest Omnichannel Agent Console too – meaning that MS Teams customers have an easy way to implement digital channels on their environment.

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Don’t miss our dedicated webinar.

Join us on September 25th as we unveil our revamped Attendant and Agent Console for Microsoft Teams.

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Oh, and for more good news on Microsoft Teams – Imagicle is now officially Microsoft Teams certified—not just once, but twice! We’ve earned certifications in both Functionality and Security & Privacy.

Conclusions.

The Summer Release 2024 has set a new standard for what’s possible with Imagicle, infusing our services with AI and pushing to deliver even more exceptional integrations.

If you want to talk about something in detail, feel free to get in touch!

Whether you’re a longtime customer and partner or new to the Imagicle family, stay tuned—there’s much more to come as we head into an exciting future together!