AudioCodes, a leading vendor of advanced communications software, products and productivity solutions for the digital workplace and customer experience, announced that Voca Conversational Interaction Center (Voca CIC) is now c******** by Microsoft as a Microsoft Teams contact center solution.
Voca CIC is AudioCodes‘ Microsoft Teams-native contact center for the CX market.The solution is designed as an AI-first application, providing tight integration with Microsoft Teams Phone. This integration leverages customers’ existing Microsoft Teams Phone infrastructure for seamless connection and true UC and CC consolidation.
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When deployed on top of Microsoft Teams, Voca CIC enables every Microsoft Teams user to become a potential agent.This is especially relevant for an organization’s internal business lines, which provide internal and external-facing services, but often lack the necessary tools.
“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 center offering that empowers both customer experience (CX) and employee experience (EX)”, said Shabtai Adlersberg, President and Chief Executive Officer of AudioCodes.
“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.
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“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.”
Companies are looking to modernize their IVR, call queuing, and other contact center capabilities without compromising the effectiveness and simplicity of their Microsoft Teams ecosystem.Voca CIC uses powerful automation through visual, no-code configuration of self-service interactions, powered by data integrations and conversational AI.To provide seamless connectivity to the back office, Voca CIC allows organizations to leverage intelligent routing through Microsoft Teams native worker activity, backed by real-time analytics.
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