Imagicle Virtual Receptionist

The Imagicle Virtual Receptionist is an enterprise-grade, cloud-native virtual assistant that redefines customer service by managing incoming calls with intelligence, speed, and consistency. Built to meet the evolving needs of modern businesses, it blends conversational AI with telephony expertise, offering a scalable, multilingual, and 24/7 virtual receptionist solution that enhances customer satisfaction and internal efficiency.

🔧 Architecture & Deployment

Cloud-native service: Runs on the Imagicle UCX Platform, ensuring scalability, redundancy, and security.
Hybrid support: Can be integrated with both Cloud and On-Prem UC environments (Cisco, Microsoft Teams, and other SIP-compatible PBXs).
No-code management portal: Admins configure the contact list, FAQs, booking management, and other features without needing developer skills.
Multitenancy: Supports multiple customers/sites with isolated configurations, ideal for service providers and distributed enterprises.

🧠 AI & Natural Language Features

ASR + NLU engine: Converts speech to text, interprets intent, and provides context-aware responses.
TTS with natural voices: Human-like, customizable voices aligned to company brand.
Multilingual support: Six languages out of the box (EN, IT, ES, FR, DE, AR).
Transfer to contacts: Transfers calls to a contact list that is either manually configured or synchronized with Webex Control Hub or Entra ID.
Custom FAQ engine: Admins can load and update responses to recurring questions (e.g., business hours, directions, policies).
Book appointments: Using the agentic approach, admins can specify, in natural language, how the conversation should be handled to schedule appointments.

⚡ Integration & Extensibility

UC compatibility: Certified with Cisco CUCM, Webex Calling, Microsoft Teams, and SIP-based platforms.
Directory lookup: Integrates with corporate Webex Control Hub and MS Entra ID for routing to internal staff.
Scalability: Can scale horizontally for enterprises with high inbound call volume.

🎯 Value Proposition

Differentiator vs. IVR: Unlike DTMF menus, Virtual Receptionist uses conversational AI for a natural, frictionless caller experience.
Fast deployment: Can be set up in hours with minimal IT involvement.
Cost savings: Reduces need for full-time receptionists, particularly in multi-site/global operations.

Architecture

In above high-level diagram, you can notice there are no audio streams between Imagicle Auto Attendant (UCX Suite) and Cloud-based Virtual Receptionist. VR includes just the logic, while SIP calls are terminated on the UCX Suite’s Auto Attendant application. Imagicle UCX Suite sends https web requests to Virtual Receptionist to learn the details about how to manage the interaction with the caller. This means UCX Suite must reach specific web domains by region, as per list available here: Network requirements