Agent Insights: Built-In AI Summaries & Sentiment

With this release, we're excited to introduce Agent Insights for Voca CIC. This feature provides built-in AI summaries and sentiment analysis that redefine how contact centers capture and remember customer conversations.

Agent Insights bundles compliance call recording, transcription, AI summarization, and AI sentiment analysis, making the built-in AI capabilities an intuitive part of the agent workflow.

With Agent Insights, contact centers achieve a consistent, repeatable experience across every agent and every shift. Conversations turn into structured, reliable customer insights living right where you need them. With AI handling call notes and wrap-up, agents stay fully engaged in customer interactions.

Because each organization is unique, Agent Insights is customizable by design. AI prompts can be tailored to each organization and contact center desk, controlling the detail and structure of generated summaries. Admins configure what gets recorded, what customer insights to transfer to which CRMs, and more.

Agent Insights (Transcription, AI Summaries, AI Sentiment) is available as an add-on to Voca CIC2 and CIC3. Built-in recording is included with both tiers. After purchase, configure Agent Insights within the Voca CIC Administration Portal.