Dear User,
How critical is voice or contact center performance to your customer experience?
For many businesses, voice and contact center performance is mission-critical to the customer experience because every call is a direct, real-time interaction with your customer. Call Record Analyzer (CRA) ensures those interactions can be measured, understood, and protected.
What is Call Record Analyzer (CRA)?
CRA was built specifically for environments running Cisco Unified Communication Manager (CUCM). It enables IT, telecom, and compliance teams to easily unlock value from Call Detail Records (CDR) and Call Management Records (CMR) without relying on custom scripts, spreadsheets, or manual data parsing.
By transforming raw Cisco call data into searchable, filterable, and exportable insights, CRA supports voice quality troubleshooting, compliance and audit requirements, capacity planning, and the identification of unwanted or suspicious calls.
IVI can overlay CRA as a specialized performance layer within our broader communications and Aegis Performance Management (PM) strategy. CRA provides deep, protocol-level visibility into voice and contact center environments. While Aegis PM delivers observability across infrastructure, network, and applications, adding CRA allows additional call-level truth:
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Each call's path, duration, codec, and quality
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Where failures and degradation actually occurred
- Whether issues are systemic or isolated
When CRA is integrated into your Cisco CallManager solution, customers gain clarity, consistency, and control.
Ready to see what your customers are actually experiencing on every call?
Contact our team: SCHEDULE A CALL
