Cacti

What Cacti does

Cacti, Incorporated is a private US software company founded in 1996 that provides multimedia recording, screen capture, and quality management solutions for contact center environments. The company is headquartered in Raleigh, North Carolina, with regional offices in Sussex, New Jersey, and Tyler, Texas, and serves hundreds of corporations across financial services, insurance, retail, public safety/E911, and healthcare. Its offering is positioned around enterprise regulatory frameworks, including PCI DSS, HIPAA, GLBA, and Sarbanes-Oxley.

Cacti's product portfolio is built around an integrated recording suite including ObserveCTI™ (CTI-triggered selective recording), FocusRecord™ (continuous recording), the Converge VoIP Platform (supporting SIP, H.323, analog, digital, T1, and E1 trunk types), ScreenLog™ (screen capture), SurveyMaster™ (post-call surveys), WordScan™ (phonetic speech search), Guidance Performance E-Learning™, Real-Time Monitor™, Activate!™ (event-based desktop recording), and on-demand agent- and supervisor-initiated recording modes. The platform runs on Windows NT/2000/2003 server environments, integrates with Oracle, SQL Server, and ODBC-compliant databases, and is positioned as a software-only deployment that does not require proprietary hardware.

Cacti operates a traditional enterprise software model combining one-time software licensing with professional services delivered through its Cacti Professional Services Group. The company distributes its product through a reseller channel organized across three US regional territories (Southeastern, Northeastern, and Western). The available source material discloses no external funding rounds, investor relationships, M&A activity, or revenue figures.

Name

Cacti

Legal name

Cacti, Incorporated

Website

https://cacticom.com

Company type

Private

Founded year

1996

Operating status

Operating

Headcount range

11–50 employees

Short description

Cacti, Incorporated is a private software company founded in 1996 that provides multimedia contact center recording, screen capture, speech search, and quality management software to enterprises in financial services, insurance, retail, public safety, and healthcare.

Ownership category

akta.pro rank

Product category

Contact Center Recording Software

NAICS

Other Sound Recording Industries (512290), Postproduction Services and Other Motion Picture and Video Industries (51219), Motion Picture and Sound Recording Industries (512)

SIC

Services-Prepackaged Software (7372), Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Integrated Systems Design (7373)

akta.pro primary industry

Video Conferencing & Meetings (HDAIAHAI)

akta.pro secondary industry

CPaaS (Programmable Voice, SMS, Video APIs) (HDAIAHAG)

Keywords

• Contact center recording
• Quality assurance software
• Speech analytics
• VoIP call recording
• Compliance recording solutions

Headquarters

HQ city

Raleigh

HQ country

United States

HQ region

North America

Offices3 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Marketing or Sales, Operations, Others

Revenue model

1. Software Licenses and Solutions: Cacti sells multimedia recording software solutions through a network of resellers. Products include ObserveCTI, FocusRecord, Converge VoIP Platform, and various modules for contact center quality assurance. Software is deployed as server-based solutions.
2. Professional Services: Cacti Professional Services Group (CPSG) provides custom software development, system integration and design, implementation services, training, quality assurance program design, and contact center assessment and optimization.

Go-to-market motion2 records

Distribution channels2 records

Marketing channels1 record

Core offering

Cacti develops and sells server-based multimedia recording software for contact centers, including selective/intelligent recording (ObserveCTI™), total/continuous recording (FocusRecord™), and the unified Converge VoIP Platform. Its solutions capture voice, screen, fax, web, and email interactions for quality assurance, regulatory compliance (PCI DSS, HIPAA, GLBA, Sarbanes-Oxley, SEC, NASDAQ), performance evaluation, training, and dispute resolution. Deployment requires no proprietary hardware or CTI integration and runs on standard Windows server environments.

Product overview

Cacti offers a modular software suite for contact center recording and quality assurance. The core products are ObserveCTI™ (selective/intelligent recording) and FocusRecord™ (continuous recording), which can be unified through the Converge VoIP Platform. Supporting modules include ScreenLog™ (screen recording), SurveyMaster™ (automated surveys), WordScan™ (speech analytics), Guidance Performance E-Learning™ (training), and three recording activation methods: Record ON Demand, Agent on Demand Recording, and Activate!™. The architecture is Windows-based, server-centric, and supports VoIP, analog, digital, T1, and E1 interfaces without requiring proprietary hardware.

Differentiator

Problem solved

Functional benefit

Brands

• ObserveCTI™: Selective/Intelligent Recording - automates the management process by providing a quality assurance tool for business-driven, selective/intelligent voice and data recordings.
• FocusRecord™
• Converge VoIP Platform
• SurveyMaster™
• ScreenLog™
• WordScan™
• Guidance Performance E-Learning™
• Record ON Demand
• Agent on Demand Recording (AOD)
• Activate!™
• Real-Time Monitor™

Products and services

• ObserveCTI™ Selective/Intelligent Recording Business-driven selective/intelligent voice and data recording solution for contact centers that automates quality assurance without requiring a proprietary voice logger. Includes integrated auditing, agent scoring, real-time alerts, performance reports, and the ability to send training materials to agents.
• FocusRecord™ Total/Continuous Recording Server-based continuous multimedia recording solution that captures 100% of customer interactions. Supports up to 192 channels per server, centralized archive recording, and continuous screen recording capability.
• Converge VoIP Platform All-in-one VoIP platform that combines Cacti's selective and full-time recording capabilities in one interface, with integrated e-Learning, online QA and analytical performance reporting. Supports SIP and H.323 standards alongside Oracle, SQL or ODBC-compliant databases.
• ScreenLog™ (Data Screen Recording) Records agent desktop activities synchronized with voice recordings. Supports randomized and full-time selective screen recording from a single server platform with stealth recording capability for compliance and QA review.
• SurveyMaster™ Automated Survey Interactive automated survey tool that engages customers via touchtone telephone or voice response at call completion. Integrates with ACD/PBX for automated customer routing to surveys for satisfaction and compliance measurement.
• WordScan™ Enterprise Speech Analytics Speech analytics solution using a phonetic search engine to convert recorded conversations into searchable text. Enables real-time or historical word/phrase extraction, automatic tagging, and trending analysis across large collections of recordings.
• Guidance Performance E-Learning™ Desktop content and instructional training solution that integrates e-learning with quality assurance recording, using existing evaluation measurements to deliver targeted training throughout contact centers.
• Record ON Demand Allows contact center agents to record activities with the click of the 'Red Button' icon, capturing conversations and screen sessions with annotation capability for quick retrieval.
• Agent on Demand Recording (AOD) Enables supervisors to activate recording of individual or multiple agents' voice and screen activities in real time via mouse click, with scheduling and quick retrieval for playback.
• Activate!™ (Desktop Event-based Recording) Initiates voice and screen recording from agent workstations based on specific keystrokes, applications, defined fields, or screen positions, providing flexible, scalable capture of mission-critical transactions.
• Real-Time Monitor™ Real-time monitoring quality assurance solution that allows supervisors to monitor desktop and voice activities in real time with the ability to record transactions as they occur. Includes stealth mode and low network bandwidth requirements.
• Cacti Professional Services Group (CPSG) Professional services organization providing custom software development, system integration and design, implementation services, training, quality assurance program design, and contact center assessment and optimization for customers deploying Cacti solutions.

Named customers5 records

Segments6 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration3 records

AI capability4 records

Feature12 records

Scale indicators2 records

Recent moves6 records

Expansion highlights3 records

Direct peers

• CallMiner: Speech analytics and customer interaction intelligence platform directly comparable to Cacti's WordScan. Competes for the same QA and analytics budget at enterprise contact centers.
• OnviSource: Specialist provider of contact center recording, speech analytics, and quality monitoring software. Closest like-for-like private competitor to Cacti, with overlapping product architecture and target customer profile.
• Calabrio: Cloud-native contact center quality management, recording, and speech analytics vendor. Direct product overlap with Cacti's ObserveCTI, FocusRecord, and WordScan, but with a modern cloud architecture — the most relevant peer for head-to-head competitive comparison.

Broad incumbents

• Genesys: Major contact center platform with integrated recording and quality management via Genesys Cloud and Workforce Engagement Management. Overlaps with Cacti on recording and QA but bundles these into a broader CCaaS platform.
• 8x8: Unified communications and contact center provider offering recording, quality monitoring, and analytics. Overlaps with Cacti's voice/screen capture and compliance use cases but within a broader UCaaS/CCaaS bundle.
• Verint Systems: Competes directly with Cacti in contact center recording, speech analytics, and quality monitoring. Verint's enterprise WFO suite overlaps with Cacti's full product line and adds broad AI-driven analytics at much larger scale.
• NICE Ltd: Market-leading provider of contact center recording, quality management, and workforce optimization solutions (NICE Engage, NICE Nexidia). Direct overlap with Cacti's ObserveCTI/FocusRecord and WordScan-style analytics, but at vastly greater scale and with cloud-native offerings.

Emerging players

• Talkdesk: Cloud contact center platform with integrated quality management and AI analytics. Comparable to Cacti at the recording/QA workflow level but with native cloud and AI architecture.
• Five9: Cloud CCaaS provider that increasingly bundles recording, QM, and speech analytics. Represents the cloud-native competitive direction Cacti is not currently positioned to match.

Others

• Ttec Holdings (formerly TeleTech): Large customer experience/BPO operator that both uses contact center recording technology and has developed proprietary QA/recording tooling. Comparable as a customer and adjacent ecosystem participant in the contact center QA stack.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights6 records

Customer concentration

• LinkedInlinkedin.com/company/cacti-inc

Compliance4 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Cacti