Transforming your calling platform into an omnichannel contact center
Imagicle AI Contact Center turns your existing calling platform — Cisco UCM, Webex Calling, Microsoft Teams or Avaya ACM — into a complete, AI-powered omnichannel contact center. Rather than replacing your infrastructure or forcing a costly migration, the solution builds on what you already have, adding the automation, agent tools, and analytics that modern customer interactions demand.
The solution spans every stage of the customer journey and every role involved in delivering it:
-
Welcome & AI Routing – AI Receptionists, ACD, and IVR greet customers 24/7, understand what they need, and route them to the right resource, whether that's an answer, a booking, or a human agent.
-
Smart Agent Workspaces – A unified interface for handling voice and digital interactions, with full visibility into queues, customer context, and conversation history.
-
Supervisor Insights & Analytics – Real-time monitoring plus historical, AI-powered reporting and quality management to keep service levels high and continuously improving.
It's positioned deliberately between two extremes: the basic customer-experience features bundled with calling platforms, and the complexity (and cost) of premium enterprise contact center suites. Imagicle delivers the specialized capabilities organizations actually need — deployable in hours rather than months, with AI built in from day one rather than bolted on.
What it delivers, for everyone involved
For customers: a faster, more consistent experience
-
24/7 availability with instant, human-like responses — no waiting on hold for simple requests
-
Natural, multilingual conversations through generative AI voice technology, with fast response times and no awkward pauses
-
Seamless escalation to a human agent for complex issues, with full conversation context carried over so nothing has to be repeated
-
Omnichannel consistency across voice, WhatsApp, SMS, web chat, and more
For agents: less friction, more focus
-
Choice of workspace to match how they work: a lightweight web app embedded directly in Webex or Microsoft Teams (no extra client to install), or an advanced dedicated desktop client with full omnichannel control
-
Everything in one place — call handling, queue visibility, customer history, and digital conversations — so agents spend less time switching tools and more time helping customers
-
Faster resolutions thanks to screen pop-ups, caller lookup, and real-time customer context delivered automatically with each interaction
For supervisors: full visibility and control
-
Real-time monitoring of agents, queues, and both voice and digital interactions, with the ability to step in the moment something needs attention
-
Historical AI reporting with ready-to-use, customizable dashboards covering agent and queue performance, exportable and schedulable
-
AI Quality Management — sentiment analysis, transcription, AI-powered summarization, and topic modelling to turn conversations into actionable insight, plus Agent Scoring (manual, AI-assisted, or fully automated) to track performance, guide coaching, and increase accountability
-
Compliance built in — call and screen recording, AI redaction of sensitive data (PCI, PII, PHI), and alignment with GDPR, MiFID II, PCI-DSS V.4.01, and HIPAA
Flexibility by design: mix and match agent profiles
Not every user needs the same tools. Imagicle AI Contact Center is licensed through three profiles that can be mixed and matched across the same organization — without reconfiguring or changing environments:
|
Profile |
Best suited for |
Highlights |
|---|---|---|
|
AI Voice Core |
Users who rely mainly on their calling platform for essential CX needs |
Lightweight web client, voice-only workspace, natively integrated into daily tools |
|
AI Voice Pro |
Voice-first agents and supervisors who need full call control and visibility |
Web & desktop client, real-time wallboard, historical AI reporting |
|
AI Omnichannel |
Teams handling voice and digital channels together, plus supervisors overseeing them |
Full omnichannel workspace, digital channel support (chat, SMS, WhatsApp, and more), flow builder, digital interaction analytics |
This modular approach means an organization can start small — for example, giving most agents the Core profile while equipping specialists or supervisors with Pro or Omnichannel — and scale up profile by profile as needs evolve, all on a single platform. Add-on capabilities like Compliancy Recording, including Screen Recording (Cisco only), Agent Scoring, and AI-based recordings transcription & Sentiment Analysis are available across all three profiles, so quality and compliance tools aren't locked behind a single tier.