Designed to transform the way companies access contact center technologies in Microsoft Teams, AudioCodes’ Voca Conversational Interaction Center (CIC) is taking the world by storm. While it’s far from the only solution that aligns MS Teams with CCaaS technology, it’s one of the most impressive options we’ve seen so far.
In fact, the CX Today team actually picked Voca as our number one Microsoft Teams Contact Center solution at this year’s CX Awards. As a leader in the communications software and hardware market, AudioCodes has taken a unique approach to combining UCaaS and CCaaS.
The Voca solution, with its built-in conversational AI capabilities, exceptional flexibility, and lightweight design, could be the perfect CX upgrade for your company.
In this AudioCodes Voca review, we’ll share everything you need to know to make the right choice.
Quick Verdict: Pros and Cons
AudioCodes Voca won our award for being the best certified Microsoft Teams contact center solution in 2024. It’s a robust yet lightweight platform that offers exceptional flexibility and scalability, cost-effective pricing, and built-in artificial intelligence.
Pros:
- Built-in Azure for excellent reliability
- Scalable and cost-effective pricing
- Easy-to-use interface
- Native conversational AI in 14 languages
- Powerful reporting and analytics
Cons:
- Some languages aren’t supported (yet)
- Slight learning curve for the initial setup
What is AudioCodes Voca? The Features
AudioCodess’ Voca Conversational Interaction Center is the certified contact center solution designed by AudioCodes for Microsoft Teams. AudioCodes has a long-standing history of working with Microsoft to deliver solutions for unified communications, collaboration, and productivity.
The Voca offering extends that ongoing partnership, giving companies access to a unique contact center solution built in Azure. Notably, Voca is the first contact center solution for Teams to offer an Azure-native solution built on the Azure Communications Services technology stack.
The omnichannel contact center system brings a host of capabilities into the Teams interface. Some of the key features include:
- Azure native infrastructure, with media quality, encryption, and security built-in
- Unified environment for omnichannel interaction management
- Dedicated call controls within the Worker App
- Support for a limitless number of contact center agents
- Web chat, voice, and email support
- Comprehensive availability status management
- End-to-end contact center and conversation monitoring
- Natural language understanding, speech-to-text, and text-to-speech
- Custom no-code call flow designer with APIs and SDK support
- CRM integrations for in-depth customer knowledge and personalization
- Skills-based intelligent routing
- Overflow thresholds
- Multi-platform queuing
- Customizable reports for queue activity, call volume, and more
- Real-time customizable dashboards showcasing user experience
- Multi-tenancy support for multi-site organizations and service providers
- Extensive security backed by HIPAA and GDPR compliance
AudioCodes Voca Review: Pricing and Availability
AudioCodes Voca is a fully certified Microsoft Teams contact center solution, available to companies in regions all over the world. It even supports a wide range of language options, with more than 14 languages available for the conversational AI tools alone.
Like many leading contact center providers, AudioCodes offers a flexible solution that can be tailored to the specific needs of any industry. The company has already empowered countless organizations in the Healthcare, Government, Banking, Insurance, and Manufacturing sectors with this toolkit.
Pricing is one of the strong points of the Voca CIC solution, particularly for smaller organizations. AudioCodes customizes its pricing to suit your specific requirements. In other words, you only pay for the services and technology you actually use.
If you only have 15 agents on calls at any given time, that’s all you pay for, even if you have 50 agents overall. This means companies have much more flexibility to add and remove channels based on call flow duration, call volume, and actual usage.
Audiocodes Voca: The Core Benefits
AudioCodes Voca CIC sets itself apart from other Microsoft Teams contact center solutions in various ways. The powerful and versatile solution is highly adaptable. In fact, AudioCodes can offer companies access to the system through both the cloud and on-premises deployment.
While there are various factors that make Voca an excellent choice for Microsoft Teams users, the biggest benefits of the platform include:
- The Azure Native Experience: Unlike other contact center solutions which use Connect and Extend models to add contact center functionality to Teams, AudioCodes takes a unique approach. The company leverages an Azure Communications Technology stack, to enable a seamless integration, with exceptional stability and routing agility.
- Central Conversational AI: Though plenty of contact center leaders offer access to conversational AI tools, they mostly integrate them into an existing system. AudioCodes’ Voca CIC comes with cognitive services already in the platform. There’s even natural language understanding support for more than 14 languages.
- Incredible automation: With Voca’s no-code automation system, users can quickly and easily build self-service IVR flows and call strategies, leveraging the power of AI. Every agent can use a fully intuitive workflow designer, even without prior coding or development knowledge.
- User experience: Voca CIC benefits from an exceptional interface designed to enhance user experiences. Supervisors and agents can access native Teams-based interfaces, complete with call controls, presence information, CRM integrations, and more. Plus, the unified interface streamlines omnichannel communication.
- Valuable insights: AudioCodes Voca’s integrated reporting tools and dashboards are incredible. They allow businesses to make intelligent decisions in real time, gather valuable data about call quality, and preserve compliance. Plus, they can upload all of the data they collect straight to their CRM platforms.
Who Can Benefit from Voca CIC?
With its flexible and lightweight structure, AudioCodes Voca CIC gives businesses from all industries access to the trusted performance and stability of Teams Phone and powerful CX tools. The solution’s versatility is part of what makes it so powerful.
Companies can easily make drag-and-drop changes to their workflows and environment and empower users throughout the business to work collaboratively. With Voca, organizations can create a completely customer-centric approach to business management.
Every workplace user, from informal contact center agents to service desk employees, can access the same streamlined experience, routing tools, and AI-powered features. Plus, AudioCodes Voca connects to more than just Microsoft Teams.
AudioCodes can work with organizations to connect the auto-attendant and Conversational IVR capabilities to a range of systems. You can add the solution to your existing phone system, whether it’s an IP PBX, analog PBX, or a UC solution (like Zoom).
Users can also build Voca on top of their existing contact center, WebRTC-based click to call applications, and SIP trunks. Notably though, the Voca Agent desktop, skill-based routing abilities, and Real-time dashboards are exclusive to the MS Teams experience.
The Verdict
Ultimately, plenty of companies offer powerful contact center solutions for Microsoft Teams. As companies look for ways to improve customer experiences, align their teams, and consolidate their technology stacks, these systems are becoming increasingly popular.
However, in our opinion, the AudioCodes Voca CIC is one of the most impressive contact center solutions on the market. It combines a powerful (and unique) infrastructure in Azure, with state-of-the-art conversational AI, and exceptional user experiences.
If you’re looking for a powerful system for customer experience management that aligns perfectly with Microsoft Teams, this could be the platform for you.
