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.