Call Recording

Call Recording Software Capture Calls. Ensure Compliance.
Improve Quality Management.

Q: What is Imagicle Call Recording software and how does it work?

Imagicle Call Recording is a secure, enterprise-grade solution that automatically or manually records phone calls across Cisco platforms and Microsoft Teams. It captures voice calls, encrypts and stores them safely, and provides a web portal plus a Webex/Teams gadget where authorized users can search, play back, download, tag, or delete recordings based on assigned permissions.

Q: Which calling platforms does Imagicle Call Recording support?

Imagicle Call Recording supports Microsoft Teams (hosted in Azure Private Cloud), Webex Calling (Dedicated Instance and Multi-Tenant), Cisco UCM, BroadWorks, Cisco CCME/CUBE, and any Media Gateway supporting the SIPREC protocol. It can run in cloud, on-prem, or hybrid deployments.

Q: Is Imagicle’s compliance-grade recording compliant with GDPR, HIPAA, PCI-DSS, MiFID II, and other regulations?

Yes. Imagicle provides secure recording workflows designed to support compliance with GDPR, HIPAA, PCI-DSS, MiFID II, FINMA, and others. Features such as AES encryption, role-based access, configurable retention, legal hold, audit logs, and antitampering ensure compliant handling of sensitive recorded data.

Q: What recording modes are available?

The solution supports Always-On Recording (with the option of percentage-based sampling), On-Demand Recording, Live Keep, and Pause/Resume for privacy. Always-On and On-Demand are available on all supported platforms, while Live Keep is Cisco UCM-specific.

Q: How are recorded calls stored and protected?

Recordings are stored as MP3 files encrypted with AES-256 and indexed in the UCX database. They are saved in a structured folder hierarchy (year/month/day) under the UCX Suite installation path, or optionally on external storage (NAS, private cloud, or customer-provided infrastructure). AES encryption, secure transmission, role-based access, retention policies, and audit trails ensure full protection. For more details, see the On-prem UCX Suite Data Processing and Storage section in the Imagicle Call Recording KB and the article Change the path where the encrypted audio tracks of the recorded calls are stored.

Q: Does Imagicle offer screen recording in addition to voice recording?

Yes. Imagicle provides a Screen Recording add-on that captures the agent’s desktop activity alongside the call audio, ideal for contact centers, QA teams, and compliance scenarios. It’s not available for Microsoft Teams.

Q: Does Imagicle integrate with tools to support compliance-ready call recording analysis?

Yes. Imagicle integrates with Imagicle Voice Analytics, which offers transcription, sentiment analysis, keyword spotting, dashboards, agent-performance insights, and trends. Recordings can be automatically uploaded from UCX Suite to the Voice Analytics portal to enable compliance-ready workflows such as case review, dispute resolution, and quality assurance.

100%

Call Recording
Coverage

Worldwide regulations
covered

+40%

Agent Performance
Improvement

<1'

Call Search
& Playback

+30%

Coaching
effectiveness

+30%

Coaching
effectiveness

Securely record and store your conversations. From any device, including the Webex or Teams client. See how the solution works.

The Imagicle Call Recording software built for your peace of mind.

Ensure internal and external regulatory adherence. Automate quality and compliance management.

Protect the organization.

Reduce compliance risk, prevent fraud, and avoid costly penalties with secure call recording and built-in compliance features. Meet security regulations such as GDPR, MiFID II, PCI-DSS, and HIPAA with no headaches.

Improve service quality.

Gain a clear view of agent performance with structured evaluations and scoring. Quickly identify gaps, deliver targeted coaching, and use AI insights to understand what drives outcomes and improve service quality.

Leverage AI-powered insights

Add Voice Analytics to uncover trends, sentiment, and opportunities across every conversation without manual review thousands of recordings – enabling a true Compliance & AI Quality Recording solution. AI handles transcription, summaries, and pattern detection, helping you make faster, smarter decisions.

How do you deploy?

Deploy recording in the way that fits your infrastructure, whether cloud, on-prem, or hybrid. Maintain flexibility while meeting security, compliance, and operational requirements – and allowing AI to help you improve your service.

How do you record?

Always-on mode captures every conversation without user action, with optional percentage sampling if full capture isn’t needed. On-demand mode allows users to start, stop, pause, and resume recordings. PII redaction always masks sensitive data to ensure compliance.

NEW RELEASE

Powering up Call Analytics with AI!

You’ll soon be able to meet the new Advanced Analytics with AI-generated dashboards, business insights, and AI-assisted editing to help you make faster decisions and continuously optimize your services.

NEW RELEASE

Powering up Call Analytics with AI!

Make sure your organization is protected without headaches.

See our Call Recording software in action and discover the benefits firsthand.

COMPLIANCE & GOVERNANCE

Your trusted partner in compliance.

Compliant by design.

Avoid fines and reputational risks with compliance built into every recorded interaction. Imagicle helps organizations meet regulatory requirements across Cisco and Microsoft environments.

Secure, Controlled, and Traceable.

Role-based access, secure storage, flexible retention policies, encryption, tamper detection, PII redaction, audit trails, and legal hold ensure complete control and data security.

Benefits Across the Organization.

Compliance teams can meet regulations such as GDPR, MiFID II, PCI-DSS, and HIPAA with ease, while contact centers gain powerful tools for training, quality monitoring, dispute resolution, and continuous performance improvement.

EASE OF USE

Insight and control at your fingertips.

Fast Recording Search.

Search&Play lets you find recordings in seconds with filters by user and timeframe. Access key details such as caller, date, duration, and tags, then replay recordings, review notes, and manage files directly from Webex or Teams.

Insights at a Glance.

Monitor call trends, volumes, and durations through an intuitive dashboard. Quickly spot patterns, anomalies, and performance changes with clear, real-time visibility.

Smarter Analysis.

Filter data by user or period, compare activity across timeframes, and identify opportunities for improvement. From high-level overviews to detailed breakdowns, every insight is easy to access and understand.

QUALITY MANAGEMENT

Agent Scoring: easier than ever before.

Ease up supervisors' job.

Supervisors can evaluate interactions with customizable scorecards, track agent performance over time, and identify trends and targeted coaching opportunities.

Fit agent scoring to your needs.

Flexible evaluation forms adapt to your needs while transparent criteria increase accountability. Actionable insights enable targeted training and faster skill development.

Manual, AI-assisted, AI-powered. Your choice.

You can define and evaluate criteria on your own, let AI provide suggestions or automatically assess interactions based on predefined rules. It all depends on your business needs.

Try Call Recording free for 30 days.

No credit card required. See how easily you can securely record, manage, and access your business calls in your own environment.

Call Recording software integrates
with the solutions you love.

Call Recording is part of Imagicle Compliance & AI Quality Recording

Go beyond basic recording and protect and analyze conversations seamlessly.

Built-in features for compliance.

Role Based Access.

Control access to call recordings with granular, role-based permissions tailored to your organization’s structure. Ensure that users can only view, manage, or download recordings relevant to their responsibilities, reducing security risks while maintaining operational efficiency across teams and departments.

Legal Hold.

Preserve critical recordings when investigations, disputes, or legal proceedings require evidence retention beyond standard policies. Legal Hold prevents accidental deletion and ensures important interactions remain securely available until the matter is fully resolved.

Configurable Retention Policy.

Define flexible retention rules that align with corporate policies, industry regulations, and business requirements. Automatically retain or delete recordings after a specified period, helping reduce storage costs while ensuring compliance with data governance standards.

Data Security.

Protect sensitive information with enterprise-grade security measures covering data in transit, at rest, and during access. Advanced encryption, secure storage, and resilient architecture help safeguard recordings from unauthorized access while ensuring reliability and business continuity.

Audit Trail.

Maintain complete visibility into every action performed on recorded interactions. Detailed logs track who accessed, played, downloaded, tagged, modified, or deleted recordings, providing full accountability and supporting internal audits and regulatory requirements.

Tampering Detection

Ensure the authenticity and integrity of every recording with advanced tamper-detection mechanisms. Digital signatures and encryption technologies verify that recordings have not been altered, providing trustworthy evidence for compliance, quality assurance, and dispute resolution purposes.

Take Call Recording a step further.

Optimize your whole contact center experience.

Call Recording

Ensure compliance with GDPR, HIPAA, PCI-DSS, MiFID II, FINMA and more across the organization
AI-assisted agent scoring
Start, stop, pause retrieve recordings from Webex or MS Teams

Contact Center Software

Supervisor workspace with real-time monitoring and live operational data
AI automation with AI Receptionist
Smart omnichannel agent workspace

Discover all the apps.

Do you still need advice on our products?

Any question about Call Recording?

What is Imagicle Call Recording software and how does it work?

Imagicle Call Recording is a secure, enterprise-grade solution that automatically or manually records phone calls across Cisco platforms and Microsoft Teams. It captures voice calls, encrypts and stores them safely, and provides a web portal plus a Webex/Teams gadget where authorized users can search, play back, download, tag, or delete recordings based on assigned permissions.

Which calling platforms does Imagicle Call Recording support?

Imagicle Call Recording supports Microsoft Teams (hosted in Azure Private Cloud), Webex Calling (Dedicated Instance and Multi-Tenant), Cisco UCM, BroadWorks, Cisco CCME/CUBE, and any Media Gateway supporting the SIPREC protocol. It can run in cloud, on-prem, or hybrid deployments.

Is Imagicle’s compliance-grade recording compliant with GDPR, HIPAA, PCI-DSS, MiFID II, and other regulations?

Yes. Imagicle provides secure recording workflows designed to support compliance with GDPR, HIPAA, PCI-DSS, MiFID II, FINMA, and others. Features such as AES encryption, role-based access, configurable retention, legal hold, audit logs, and antitampering ensure compliant handling of sensitive recorded data.

What recording modes are available?

The solution supports Always-On Recording (with the option of percentage-based sampling), On-Demand Recording, Live Keep, and Pause/Resume for privacy. Always-On and On-Demand are available on all supported platforms, while Live Keep is Cisco UCM-specific.

How are recorded calls stored and protected?

Recordings are stored as MP3 files encrypted with AES-256 and indexed in the UCX database. They are saved in a structured folder hierarchy (year/month/day) under the UCX Suite installation path, or optionally on external storage (NAS, private cloud, or customer-provided infrastructure). AES encryption, secure transmission, role-based access, retention policies, and audit trails ensure full protection. For more details, see the On-prem UCX Suite Data Processing and Storage section in the Imagicle Call Recording KB and the article Change the path where the encrypted audio tracks of the recorded calls are stored.

Does Imagicle offer screen recording in addition to voice recording?

Yes. Imagicle provides a Screen Recording add-on that captures the agent’s desktop activity alongside the call audio, ideal for contact centers, QA teams, and compliance scenarios. It’s not available for Microsoft Teams.

Does Imagicle integrate with tools to support compliance-ready call recording analysis?

Yes. Imagicle integrates with Imagicle Voice Analytics, which offers transcription, sentiment analysis, keyword spotting, dashboards, agent-performance insights, and trends. Recordings can be automatically uploaded from UCX Suite to the Voice Analytics portal to enable compliance-ready workflows such as case review, dispute resolution, and quality assurance.

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We’ll show you how it works and answer your questions.

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Get your 30-day free trial to test the Imagicle solution first-hand.

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LATEST FROM IMAGICLE

Insights for the future of your business.

News, releases, webinars, and market trends for modern calling and customer experience.

LATEST FROM IMAGICLE

Insights for the future of your business.

News, releases, webinars, and market trends for modern calling and customer experience.

COMPLIANCE RECORDING

A checklist to verify you're not about to face a fine.

Verify your call recording meets GDPR, PCI-DSS, HIPAA, and MiFID II. Download the 10-requirement checklist now.

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Welcome

Automate

Analyze

Call Recording

Call Recording Software Capture Calls. Ensure Compliance. Improve Quality Management.

Call Recording Coverage

+30%

The Imagicle Call Recording software built for your peace of mind.

Protect the organization.

Improve service quality.

Leverage AI-powered insights

How do you deploy?

How do you record?

Powering up Call Analytics with AI!​

Powering up Call Analytics with AI!

Make sure your organization is protected without headaches.

COMPLIANCE & GOVERNANCE

Your trusted partner in compliance.

Compliant by design.

Secure, Controlled, and Traceable.

Benefits Across the Organization.

EASE OF USE

Insight and control at your fingertips.

Fast Recording Search.

Insights at a Glance.

Smarter Analysis.

QUALITY MANAGEMENT

Agent Scoring: easier than ever before.

Ease up supervisors' job.

Fit agent scoring to your needs.

Manual, AI-assisted, AI-powered. Your choice.

Try Call Recording free for 30 days.

Built-in features for compliance.

Role Based Access.

Legal Hold.

Configurable Retention Policy.

Data Security.

Audit Trail.

Tampering Detection

Take Call Recording a step further.

Call Recording

Contact Center Software

Discover all the apps.

Any question about Call Recording?

What is Imagicle Call Recording software and how does it work?

Which calling platforms does Imagicle Call Recording support?

Is Imagicle’s compliance-grade recording compliant with GDPR, HIPAA, PCI-DSS, MiFID II, and other regulations?

What recording modes are available?

How are recorded calls stored and protected?

Does Imagicle offer screen recording in addition to voice recording?

Does Imagicle integrate with tools to support compliance-ready call recording analysis?

Call Recording Software Capture Calls. Ensure Compliance.
Improve Quality Management.

Call Recording
Coverage

Powering up Call Analytics with AI!