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Voice Analytics
Get the real value out of your conversations.
Increase sales and improve customer journey with Imagicle's AI, cloud-native service to analyze recorded voice calls with transcripts and sentiment analysis.
Gain valuable insights from your voice calls.
Don't just record calls, analyze them!
Easy start, with automatic upload of recordings from the Imagicle UCX Platform or manual import from your existing system.
Top level privacy and data security.
Imagicle UCX Cloud Platform is based on AWS, encrypted data, role-based access, flexible retention times, and high availability.
Search across conversations in a click.
Quickly track keywords and hot topics across your speech-to-text transcriptions thanks to tags, filters, and call notes. Plus, easily download any transcription.
Supervisors’ ally for quality assurance.
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.
Solid quality monitoring and staff training.
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.
The perfect match for your Call Recording.
Voice Analytics is a cloud-only, add-on app of Imagicle Call Recording, usable whether your Call Recording is Cloud, On-Prem, or Hosted.
Don't just record calls, analyze them!
Easy start, with automatic upload of recordings from the Imagicle UCX Platform or manual import from your existing system.
Top level privacy and data security.
Imagicle UCX Cloud Platform is based on AWS, encrypted data, role-based access, flexible retention times, and high availability.
Search across conversations in a click.
Quickly track keywords and hot topics across your speech-to-text transcriptions thanks to tags, filters, and call notes. Plus, easily download any transcription.
Supervisors’ ally for quality assurance.
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.
Solid quality monitoring and staff training.
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.
The perfect match for your Call Recording.
Voice Analytics is a cloud-only, add-on app of Imagicle Call Recording, usable whether your Call Recording is Cloud, On-Prem, or Hosted.
Integrated with the solutions you love.
Try Voice Analytics
We'll show you the best purchase options for your business, with perpetual licenses or subscriptions.
Details that make the difference.
Increase Call Recording capabilities.
Call recording improves training for operators, but Voice Analytics takes the next step. The ability to quickly analyze the content of conversations and review transcripts of calls helps supervisors highlight learning opportunities ultimately paying back in higher customer retention.
Supervisors’ best friend.
Voice Analytics' dashboard turns customer service interactions into aggregated data in the form of numbers, visuals, and graphics. Moreover, thanks to the possibility of dividing users in groups, supervisors will always have a clean vision to of the teams assigned to them, thus being able to strategize faster and easier.
Key features on a rich player.
- List of recordings with filtering for keywords, phrases, sentiment, tags.
- Smart tagging and call notes to quickly sort and track conversations.
- Multilingual transcripts. 6 languages supported (other languages available upon request)
- Calling parties' separation and ID
- Easy transcription download for evidence purposes, forwarding, and more.
Sentiment Analysis. Closer to your customers.
Sentiment analysis gives a set of describing words to your transcriptions, allowing to understand how the call went at a glance. The sentiment indicator is further divided into Overall, Speaker, and Single Phrase levels adding layers of detail to a single conversation if needed.
Data protection and Compliance adherence.
Voice Analytics is operated via AWS, so your data can rely on the security of a leading cloud provider. It's encrypted and with role-based, on top of being designed with High Availability and Disaster Recovery to grant your business continuity.
Achieve top quality and increase revenues.
Are your agents mentioning your new promo enough times, and how do customers react? Is there any harassment during interactions? Voice Analytics will send you alarms via email to answer all these questions, based on specific keywords or sentiment set by you.
Shall we arrange a demo?
We'll guide you through the benefits of Imagicle Voice Analytics.
Get the most out of it.
Imagicle Voice Analytics is often used in combination with these solutions.
Attendant Console
Manage your calls quickly and professionally: transfer, park, notify calls on hold and check your colleagues' status.
Learn More
Call Recording
Record 100% of calls, start/stop, skip sensitive information, get detailed reports and comply with data regulations.
Learn More
Screen Recording
On top of voice, it adds screen recording functionalities to Call Recording to get the complete picture of customer interactions.
Learn More
Advanced Services
Rely on a dedicated team to streamline configuration and integrations, with tailored-made assistance during every step of the way: delivery, implementation, or project upgrade.
ImagicleCare
Choose the best support plan for your business and get in touch with a team of friendly professionals always ready to help you out in 7 different languages.
Resources.
-
Event NewsSign up for the Imagicle for Microsoft Teams Virtual RoadshowSign up for the Imagicle for Microsoft Teams Virtual Roadshow
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Products BlogEnsuring Compliance and Exceeding Customer Expectations with Call RecordingEnsuring Compliance and Exceeding Customer Expectations with Call RecordingImprove customer service, enhance agent training, and maintain compliance across various sectors.
-
Download
Brochure BlogVoice Analytics: from customers’ voice to business success.Voice Analytics: from customers’ voice to business success.Discover how Voice Analytics technologies help your business grow through this in-depth brochure.
Event News
Sign up for the Imagicle for Microsoft Teams Virtual Roadshow
Sign up for the Imagicle for Microsoft Teams Virtual Roadshow
Products Blog
Ensuring Compliance and Exceeding Customer Expectations with Call Recording
Ensuring Compliance and Exceeding Customer Expectations with Call Recording
Improve customer service, enhance agent training, and maintain compliance across various sectors. Download
Brochure Blog
Voice Analytics: from customers’ voice to business success.
Voice Analytics: from customers’ voice to business success.
Discover how Voice Analytics technologies help your business grow through this in-depth brochure.It's your turn! Give it a try!
Get your 30-day free trial to test the Imagicle solution first-hand.
Request your free trial
Voice Analytics Tech Specs.
All the technical specifications you need to work with Imagicle at best.
Compatible calling platforms.
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 |
Check what requirements you need to satisfy to deploy in production or test in your lab.
Shall we arrange a demo?
We'll guide you through the benefits of Imagicle Voice Analytics.
Advanced Services
Rely on a dedicated team to streamline configuration and integrations, with tailored-made assistance during every step of the way: delivery, implementation, or project upgrade.
ImagicleCare
Choose the best support plan for your business and get in touch with a team of friendly professionals always ready to help you out in 7 different languages.
It's your turn! Give it a try!
Get your 30-day free trial to test the Imagicle solution first-hand.
Request your free trial
From the Imagicle Beat blog.
-
Products BlogEnsuring Compliance and Exceeding Customer Expectations with Call RecordingEnsuring Compliance and Exceeding Customer Expectations with Call RecordingImprove customer service, enhance agent training, and maintain compliance across various sectors.
-
Download
Brochure BlogVoice Analytics: from customers’ voice to business success.Voice Analytics: from customers’ voice to business success.Discover how Voice Analytics technologies help your business grow through this in-depth brochure.
-
Release BlogVoice Analytics. Understanding agent performance.Voice Analytics. Understanding agent performance.Discover the new Voice Analytics dashboard to enhance awareness and strategic use of data for supervisors.
Products Blog
Ensuring Compliance and Exceeding Customer Expectations with Call Recording
Ensuring Compliance and Exceeding Customer Expectations with Call Recording
Improve customer service, enhance agent training, and maintain compliance across various sectors. Download
Brochure Blog
Voice Analytics: from customers’ voice to business success.
Voice Analytics: from customers’ voice to business success.
Discover how Voice Analytics technologies help your business grow through this in-depth brochure.
Release Blog
Voice Analytics. Understanding agent performance.
Voice Analytics. Understanding agent performance.
Discover the new Voice Analytics dashboard to enhance awareness and strategic use of data for supervisors. Dedicated webinars.
-
EN
Watch
WEBINAR - How to Lab40’Achieving Compliance & Quality with Call & Screen Recording and Voice Analytics (ENG).Join the webinar to explore the full potential of Imagicle Call Recording + Screen Recording and Voice Analytics. -
EN
Watch
WEBINAR - Release45’Call Recording: global availability for Webex Calling MT – Summer Release ENGImagicle Call Recording is now globally available for your Webex Calling Multi-Tenant. -
EN
Watch
WEBINAR - Sales Lab45’New Voice Analytics: insights for better customer service.A new AI service, fully Cloud, that leverages the content of your company's conversations.
EN
Watch
Watch
WEBINAR - How to Lab
40’
Achieving Compliance & Quality with Call & Screen Recording and Voice Analytics (ENG).
Join the webinar to explore the full potential of Imagicle Call Recording + Screen Recording and Voice Analytics.
EN
Watch
Watch
WEBINAR - Release
45’
Call Recording: global availability for Webex Calling MT – Summer Release ENG
Imagicle Call Recording is now globally available for your Webex Calling Multi-Tenant.
EN
Watch
Watch
WEBINAR - Sales Lab
45’
New Voice Analytics: insights for better customer service.
A new AI service, fully Cloud, that leverages the content of your company's conversations.
Let's find out more!
-
Event NewsSign up for the Imagicle for Microsoft Teams Virtual RoadshowSign up for the Imagicle for Microsoft Teams Virtual Roadshow
-
Brochure BrochureImagicle Voice Analytics Product Brochure.Imagicle Voice Analytics Product Brochure.
-
Download
Brochure BlogVoice Analytics: from customers’ voice to business success.Voice Analytics: from customers’ voice to business success.Discover how Voice Analytics technologies help your business grow through this in-depth brochure.
Event News
Sign up for the Imagicle for Microsoft Teams Virtual Roadshow
Sign up for the Imagicle for Microsoft Teams Virtual Roadshow
Brochure Brochure
Imagicle Voice Analytics Product Brochure.
Imagicle Voice Analytics Product Brochure.
Download
Brochure Blog
Voice Analytics: from customers’ voice to business success.
Voice Analytics: from customers’ voice to business success.
Discover how Voice Analytics technologies help your business grow through this in-depth brochure.We love answering your questions.
Do I need to have Imagicle Call Recording to use Imagicle Voice Analytics?
Yes. Voice Analytics is an AI-based add-on feature specifically built to analyze the interactions captured by the Imagicle Call Recording application.
Does Voice Analytics only work with Imagicle UCX Cloud Suite?
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.
What languages are supported by Imagicle Voice Analytics?
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.
Is it safe to transfer my data to Imagicle Voice Analytics?
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.
Where is my data and who can see it?
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.
How does Imagicle manage my data?
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.
How long does Imagicle keep my data?
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.
Is High Availability guaranteed for my data?
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.
Get the most out of it.
Imagicle Voice Analytics is often used in combination with these solutions.
Attendant Console
Manage your calls quickly and professionally: transfer, park, notify calls on hold and check your colleagues' status.
Learn More
Call Recording
Record 100% of calls, start/stop, skip sensitive information, get detailed reports and comply with data regulations.
Learn More
Screen Recording
On top of voice, it adds screen recording functionalities to Call Recording to get the complete picture of customer interactions.
Learn MoreIt's your turn! Give it a try!
Get your 30-day free trial to test the Imagicle solution first-hand.
Request your free trial