Audiocodes has received a Microsoft Teams certification for its Teams-native and “AI-first” CCaaS solution, Voca CIC.
The Voca Conversational Interaction Center (Voca CIC) is designed for the CX marketplace and offers a close Microsoft Teams Phone integration.
The integration seamlessly connects with customers’ existing Teams Phone infrastructure, bringing together unified communications (UC) and contact center (CC) systems.
Indeed, Voca CIC allows Teams users to transition into agent roles when it is deployed over Microsoft Teams.
Shabtai Adlersberg, President and Chief Executive Officer of AudioCodes, said:
“With years of experience and a strong foothold in the Microsoft Teams Phone ecosystem, we are excited to grow our company’s portfolio with a modern, AI-first contact centre offering that empowers both customer experience (CX) and employee experience (EX).”
“Voca CIC acts as a natural extension to Microsoft Teams, with the forward-thinking benefit of built-in conversational AI.
“The consolidation between unified communications and contact center is a growing industry trend we’re observing, and Voca CIC is our perfect play to capitalize on this exciting market opportunity.”
Why Voca CIC?
According to AudioCodes, organizations are seeking to modernize their IVR, call queuing, and other contact center capabilities without sacrificing the quality of their Teams systems.
Voca CIC achieves this by combining data integrations and conversational AI to provide automation via no-code configuration of self-service interactions.
It enables companies to use intelligent routing through Teams native worker activity and real-time analytics to offer back-office connectivity.
Moreover, Adlersberg added:
The Microsoft certification for Voca CIC allows us to deepen and solidify our market penetration even further, enabling a true CX play for us in the Microsoft Teams ecosystem while ensuring our customers with trusted reliability, security, and professional services that are on-par with the most robust, successful solutions in our portfolio.”
AudioCodes also clarified that the solution’s label of “AI-first” relates to its built-in conversational AI capabilities.
These out-of-the-box AI features include speech-to-text, natural language understanding, and text-to-speech, which Audiocodes says its direct competition within the Microsoft Teams CCaaS space is not offering.
Voca CIC is available as a fully managed service via AudioCodes Live for Microsoft Teams.
A 30-day free trial for new customers on the AudioCodes website as a native app on the Teams Store or Microsoft AppSource.
Last month, CX Today’s Charlie Mitchell hosted Peter Broeckx, Contact Center Sales Director EMEA at AudioCodes, to discuss AudioCodes’ most popular solutions, its product roadmap, and more.
In June, Broeckx provided CX Today with exclusive insights into how easily chatbots and automation solutions can be incorporated into existing contact centers.