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Call Analytics
All the metrics you need for call tracking.
Monitor and analyze your calls, allocate costs, check resources’ adoption, run reports, and make data-driven decisions.
Your best friend for tracking and reporting your call traffic.
Get valuable insights on all your calls.
A complete tool to analyze and monitor your calls, allocate budgets, schedule reports, and more to improve customer experience.
A report for every need.
More than 50 reports for outgoing, incoming, external, and internal calls, ready to be used, customizable, and schedulable to your needs.
Check your call traffic anytime.
Real-time monitoring with an easy-to-use dashboard, customizable with multiples widgets to keep everything under control.
Flexible according to your needs.
Set up your Call Analytics dashboard and metrics with multi-site, multi-timezone, multi-currency, multi-telephone tariffs, and much more.
Analyze device usage and adoption.
Monitor your call flows and phone usage to gain call insights on the actual adoption of your devices across your network.
Compliant with GDPR.
Call Analytics is a solution designed to support compliance for personal data, fully compliant with General Data Protection Regulation.
Get valuable insights on all your calls.
A complete tool to analyze and monitor your calls, allocate budgets, schedule reports, and more to improve customer experience.
A report for every need.
More than 50 reports for outgoing, incoming, external, and internal calls, ready to be used, customizable, and schedulable to your needs.
Check your call traffic anytime.
Real-time monitoring with an easy-to-use dashboard, customizable with multiples widgets to keep everything under control.
Flexible according to your needs.
Set up your Call Analytics dashboard and metrics with multi-site, multi-timezone, multi-currency, multi-telephone tariffs, and much more.
Analyze device usage and adoption.
Monitor your call flows and phone usage to gain call insights on the actual adoption of your devices across your network.
Compliant with GDPR.
Call Analytics is a solution designed to support compliance for personal data, fully compliant with General Data Protection Regulation.
Integrated with the solutions you love.
Call Analytics for Cisco Jabber
Call Analytics for Cisco Webex
See Call Analytics for Webex Calling in action.
Try Call Analytics
We'll show you the best purchase options for your business, with perpetual licenses or subscriptions.
Details that make the difference.
A full set of reports for every need.
Call monitoring, cost centers, departments, model and device adoption, and more: every report is customizable with templates and filters and exportable to pdf or Excel. Plus, you can receive scheduled reports directly in your email. Fully compliant with GDPR.
Allocate budgets and lock your phones.
Assign budgets to users, groups, departments, or cost centers and block phones when the budget is reached and/or at a specific event to prevent unauthorized usage. For example, to make sure no one makes calls outside office hours, you can automatically schedule to lock all phones in the evening and unlock them in the morning. You can also set a dedicated alarm to be notified about it.
Integrated with Webex, Jabber and MS Teams.
A unified experience within your everyday tools: Call Analytics, Phone Lock, and Budget Control gadgets are available on Webex and Jabber (desktop and mobile). For Microsoft Teams, you can get Call Analytics and Budget Control. Your call list and a dashboard are available at a glance for total control of calls and telephone expenses.
Monitor device usage and adoption patterns.
Thanks to Device Model Adoption reports you’ll be able to monitor call flows, understand how your device usage changes over time both for physical and virtual phones, and improve your device model adoption. Get all the KPIs you need to make data-driven decisions and optimize telephone resources.
Need to detect phone abuses and frauds?
We got you covered! Set alarms to be notified via email about every undesired event such as calls outside working hours, calls to specific numbers, most expensive extensions, missed calls, and international calls. You’ll always have everything under control and be able to uncover abuses and telephone frauds.
Improve your Cisco Hunt Group performances.
With HG reports you can monitor Cisco hunt groups and agents' KPIs, such as the number of handled, missed and answered calls, average waiting time and duration, and total duration. Plus, you can drill into daily trends and improve the quality of customer service with reports on busiest hours.
Shall we arrange a demo?
We'll guide you through the benefits of Imagicle Call Analytics.
Get the most out of it.
Imagicle Call 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
Contact Manager
Synchronize your contacts among multiple directories. Enable click to call and welcome your customers by name with the Caller ID.
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.
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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 BlogLeveraging Call Analytics for Business GrowthLeveraging Call Analytics for Business GrowthExplore the potential of Imagicle Call Analytics to boost your business efficiency, cost reduction, and regulatory compliance.
-
Products BlogCall Analytics for Microsoft Teams. An even more powerful integration.Call Analytics for Microsoft Teams. An even more powerful integration.Imagicle Call Analytics can now monitor external calls in both Direct Routing and Operator Connect modes. Discover more.
Event News
Sign up for the Imagicle for Microsoft Teams Virtual Roadshow
Sign up for the Imagicle for Microsoft Teams Virtual Roadshow
Products Blog
Leveraging Call Analytics for Business Growth
Leveraging Call Analytics for Business Growth
Explore the potential of Imagicle Call Analytics to boost your business efficiency, cost reduction, and regulatory compliance.
Products Blog
Call Analytics for Microsoft Teams. An even more powerful integration.
Call Analytics for Microsoft Teams. An even more powerful integration.
Imagicle Call Analytics can now monitor external calls in both Direct Routing and Operator Connect modes. Discover more.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
Call Analytics Tech Specs.
All the technical specifications you need to work with Imagicle at best.
Compatible calling platforms.
What calling platforms is Call 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 |
|---|---|---|---|---|
| Avaya-Nortel | BCM 50- 450 | |||
| Avaya-Nortel | Communication Manager - Aura | 4.x- 5.x-6.x-7.x-8.x | Avaya approved | |
| Avaya-Nortel | CS1000 | |||
| Avaya-Nortel | IP Office | 4.x- 5.x- 6.x- 7.x- 8.x- 9.x-10.x-11.x | ||
| CISCO | HCS | 8.6- 9.x- 10.x- 11.x-12.x-14.x | ||
| CISCO | Unified Communications Manager (Included Webex Calling Dedicated) | 7.x- 8.x- 9.x- 10.x- 11.x- 12.x-14.x-15.x | Cisco Compatible | |
| CISCO | Unified Communications Manager Business Edition 6000 | 8.6- 9.x- 10.x- 11.x-12.x-14.x-15.x | Cisco Compatible | |
| CISCO | Unified Communications Manager Business Edition 7000 | 8.6- 9.x- 10.x- 11.x-12.x-14.x-15.x | Cisco Compatible | |
| CISCO | Unified Communications Manager Express | 7.x- 8.x- 9.x-10.x-11.x-12.x | ||
| CISCO | Webex Calling Multi-Tenant | Requires a local GW/SBC to collect CDRs. Native integration with Webex Calling MT Cloud expected by Summer 2022 release | ||
| Microsoft | Skype for Business Server 2015/2019 | Native integration | ||
| Microsoft | Microsoft Teams | Local SBC (Direct Routing) is required to collect CDRs. Native integration with MS-Teams Cloud is expected by Summer 2022 release. |
Compatible endpoints
What endpoints is Call Analytics compatible with?
| Product | Producer | Phone | Certifications | Notes |
|---|---|---|---|---|
| Phone Lock | CISCO | Any 3rd party SIP phones or analog phone sets | Using CURRI (ECC) technology. No visual indication of locking status. Audio prompt can be delivered instead. | |
| Phone Lock | CISCO | 6900 series | ||
| Phone Lock | CISCO | 7800 series | ||
| Phone Lock | CISCO | 7911 - 7912 (SCPP) - 7940 - 7960 | ||
| Phone Lock | CISCO | 7941 - 7942 - 7945 - 7961 - 7962 - 7965 - 7970 - 7971 - 7975 - 7985 | ||
| Phone Lock | CISCO | 8811- 8841 - 8851 - 8861 - 8845 - 8865 | ||
| Phone Lock | CISCO | 8941 - 8945- 8961 | ||
| Phone Lock | CISCO | 9951 - 9971 | ||
| Phone Lock | CISCO | IP Communicator | ||
| Phone Lock | CISCO | Webex Desktop and Jabber Desktop/Mobile Clients | Lock control and lock status available through Imagicle Phone Lock Gadget |
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 Call 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 BlogLeveraging Call Analytics for Business GrowthLeveraging Call Analytics for Business GrowthExplore the potential of Imagicle Call Analytics to boost your business efficiency, cost reduction, and regulatory compliance.
-
Products Blog50+ reports for your Webex Calling traffic: introducing Call Analytics for Multi-Tenant50+ reports for your Webex Calling traffic: introducing Call Analytics for Multi-TenantDiscover the brand new Call Analytics for Webex Calling Multi-Tenant.
-
Products BlogCall Analytics for Microsoft Teams. An even more powerful integration.Call Analytics for Microsoft Teams. An even more powerful integration.Imagicle Call Analytics can now monitor external calls in both Direct Routing and Operator Connect modes. Discover more.
Products Blog
Leveraging Call Analytics for Business Growth
Leveraging Call Analytics for Business Growth
Explore the potential of Imagicle Call Analytics to boost your business efficiency, cost reduction, and regulatory compliance.
Products Blog
50+ reports for your Webex Calling traffic: introducing Call Analytics for Multi-Tenant
50+ reports for your Webex Calling traffic: introducing Call Analytics for Multi-Tenant
Discover the brand new Call Analytics for Webex Calling Multi-Tenant.
Products Blog
Call Analytics for Microsoft Teams. An even more powerful integration.
Call Analytics for Microsoft Teams. An even more powerful integration.
Imagicle Call Analytics can now monitor external calls in both Direct Routing and Operator Connect modes. Discover more.Dedicated webinars.
-
IT
Watch
WEBINAR - Release45’Summer ’23 – Call Analytics per Webex Calling MT: nuovi report disponibili.Scopri come Imagicle Call Analytics può ottimizzare l'esperienza di Webex Calling MT con nuovi report disponibili. -
ENWatch
WEBINAR - Release45’Introducing UCX Engage Essentials for Webex Customer Experience Essentials. (EMEAR)Join us in this webinar as we showcase the new Imagicle UCX Engage Offer.
-
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.
IT
Watch
Watch
WEBINAR - Release
45’
Summer ’23 – Call Analytics per Webex Calling MT: nuovi report disponibili.
Scopri come Imagicle Call Analytics può ottimizzare l'esperienza di Webex Calling MT con nuovi report disponibili.
EN
Watch
Watch
WEBINAR - Release
45’
Introducing UCX Engage Essentials for Webex Customer Experience Essentials. (EMEAR)
Join us in this webinar as we showcase the new Imagicle UCX Engage Offer.
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.
Let's find out more!
-
Brochure BrochureImagicle Call Analytics Product Brochure.Imagicle Call 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. -
Products BlogCall Deflection: Enhancing Customer Experience and Agent ProductivityCall Deflection: Enhancing Customer Experience and Agent ProductivityLearn how call deflection can make customer service more efficient and save everyone's time.
Brochure Brochure
Imagicle Call Analytics Product Brochure.
Imagicle Call 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.
Products Blog
Call Deflection: Enhancing Customer Experience and Agent Productivity
Call Deflection: Enhancing Customer Experience and Agent Productivity
Learn how call deflection can make customer service more efficient and save everyone's time. We love answering your questions.
Can I retrieve the data from one or more specific phone calls?
Yes. Call Analytics allows you enable filters to obtain all the details you need for specific calls, accessible through role-based access. It’s also possible to create specific notifications or alarms upon specific events or analyze trends through aggregated views.
Can I use Imagicle Call Analytics to analyze the quality of the calling queues of my Customer Service?
Of course! You can combine different reports to obtain information about the quality of your service. And if you integrate Call Analytics with Advanced Queueing, your reports will have even more insights.
Can I receive Call Analytics reports by email?
Yes, you can schedule reports to be sent to your email with preset filters any time you like.
Can I customize my own tariffs?
Yes, with a special, easy-to-use built-in tool.
Can I manage different prepaid amounts for employees?
Yes! If you choose Call Analytics Enterprise, you can leverage the Budget Control and Phone Lock features to stay on top of your budget and lock phones upon budget reach.
Get the most out of it.
Imagicle Call 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
Contact Manager
Synchronize your contacts among multiple directories. Enable click to call and welcome your customers by name with the Caller ID.
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