VoiceCloud customers can now search what was said during calls, automatically transcribe recordings, generate AI summaries and analyse caller sentiment directly from their Call Logs.
Liverpool, UK — 25 August 2026 — Giant Communications has announced a major upgrade to VoiceCloud, introducing AI-powered conversation intelligence directly into the platform’s Call Logs.
The new functionality transforms the traditional call detail record (CDR) from a simple history of telephone calls into a searchable record of business conversations.
Alongside familiar information such as the caller, destination, time, duration and call recording, VoiceCloud can now automatically provide call transcription, AI-generated summaries and sentiment analysis, giving businesses a much clearer understanding of what happened during their calls without having to listen to every recording.
Search for what was actually said
One of the biggest additions is the ability to search call transcripts directly from the VoiceCloud Call Log.
Instead of searching only by telephone number, date or destination, businesses can search for words and phrases that were actually spoken during recorded calls.
A business could, for example, search for:
- “cancel”
- “refund”
- “quotation”
- “appointment”
- “complaint”
- a particular product or service
- a customer’s name
VoiceCloud can then identify calls where those subjects were discussed and surface the relevant conversations.
This turns potentially thousands of hours of recorded calls into information that can be searched in seconds.
AI summaries at a glance
VoiceCloud can automatically analyse a call and produce a concise summary of the conversation.
These summaries are displayed directly within the Call Log, allowing users to quickly understand why somebody called and what happened without opening and listening to the entire recording.
For organisations handling large numbers of calls, this can make reviewing customer interactions significantly faster.
A manager looking through the day’s calls can effectively see who called, how long they spoke, what they discussed and the outcome of the conversation from one interface.
Understand the tone of a conversation
The upgraded Call Log also introduces AI sentiment analysis.
VoiceCloud analyses conversations and assigns an indication of customer sentiment, helping businesses identify positive, neutral and potentially negative interactions.
Sentiment information is visible alongside individual calls, making it easier for managers and customer-service teams to identify conversations that may warrant further attention.
Rather than manually listening to recordings looking for unhappy customers, teams can use VoiceCloud to help surface those interactions.
Recording, transcript and intelligence together
Opening an AI-analysed recording brings the different elements of the conversation together in one place.
Users can access the original call recording alongside its transcript, AI-generated summary, sentiment analysis and call information.
This means the original audio always remains available when somebody needs to understand the complete context of a conversation.
VoiceCloud is also designed to make navigating longer recordings easier, bringing the transcript and audio together so users can quickly locate relevant parts of a conversation rather than repeatedly searching through a recording manually.
From call history to business intelligence
The upgrade represents a broader change in what businesses can expect from their telephone system.
Traditional Call Logs answer questions such as:
Who called? When? How long did the call last?
VoiceCloud can now help answer:
Why did they call? What did they say? What happened? How did the conversation go?
This makes the information generated by everyday telephone conversations considerably more useful across customer service, sales, account management, training and operational teams.
A business could use VoiceCloud to find calls discussing cancellations, investigate a customer dispute, review sales enquiries, locate a conversation about an order or simply understand the reasons customers are contacting them.
Built directly into VoiceCloud
The new capabilities are integrated directly into VoiceCloud rather than requiring businesses to use a separate meeting assistant or conversation-analysis platform.
VoiceCloud already brings business calling, telephone numbers, call routing, recording and communications management together within Giant’s platform.
The upgraded Call Logs extend that approach by adding an intelligence layer to the conversations already taking place through the service.
Callum Longworth, Director at Giant Communications, said:
“Call recordings have traditionally been something businesses store and only go back to when they need to investigate a particular conversation.
“We wanted to make that information genuinely useful day-to-day. VoiceCloud can now help customers understand what happened across their calls without somebody having to sit and listen to every recording.
“Being able to search thousands of conversations for something that was actually said is particularly powerful. A business can search for something like ‘cancel my contract’ or ‘refund’ and quickly find the conversations where those subjects came up.
“For us, this is about turning the Call Log from a record of telephone activity into a searchable source of business intelligence.”
VoiceCloud continues to evolve
The AI Call Log upgrade forms part of Giant’s continued development of VoiceCloud as an intelligent business communications platform.
Rather than treating artificial intelligence as a separate product, Giant is integrating AI capabilities into the existing communications workflow so that businesses can use them alongside the calls, recordings and information they already work with.
The result is a Call Log that doesn’t just show that a conversation happened — it helps businesses understand what happened during it.
VoiceCloud — every conversation, searchable and understood.
