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.
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
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)
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
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