AudioCodes is one of the world’s leading vendors of advanced communications software, services , AI solutions and more. Committed to empowering employees in the future of work, unlocking new opportunities in customer experience, and simplifying digital transformation, AudioCodes has become a true pioneer in its field.
This year, the CXToday team, and our independent CX Awards judging panel chose AudioCodes’ Voca Conversational Interaction Center (Voca CIC), as our number one pick for the Best Microsoft Teams Contact Center Solution. Here, we’re going to outline what makes Voca a unique solution for any company looking to unlock the full value of Microsoft Teams for customer experience.
What Makes Voca CIC Stand Out
AudioCodes has worked closely with Microsoft from day one to deliver exceptional solutions for the rapidly growing number of companies leveraging Microsoft Teams for productivity, communication, collaboration, and now customer experience.
The Voca Conversational Interaction Center is AudioCodes’ certified contact center solution for Teams, offering companies from every industry all the tools they need to deliver exceptional customer service, without the hefty price-tag of competing solutions. This omnichannel contact center system brings a host of new capabilities into Microsoft Teams, including:
- Webchat and email customer interactions
- Visual flow designers (For workflow automation)
- Advanced call queuing
- Integrations with Customer Relationship Management tools
- Skill and presence-based routing
- Historical and real-time reporting
- Compliant call recording
- Supervisor live monitoring
- Real-time agent assignment
- Conversational auto-attendant and IVR
Plus, it’s available via the cloud, and via an on-premises deployment. Although there are many attributes that make Voca an incredible contact center solution for Teams, these are the things that really separate this offering from the competition:
An Azure-Native Contact Center
Many of the contact center solutions for Microsoft Teams leverage models like Connect and Extend to add contact center functionality into Teams. Voca takes a different approach. AudioCodes leverages a technology stack from Azure Communication Services, the technology that underpins Teams’ communication capabilities.
It’s the only contact center solution (right now), to offer an Azure-native, reliable integration with Microsoft Teams that delivers exceptional stability, routing agility, and a unified experience for both supervisors and agents.
The AI-First Approach
Plenty of leaders in the contact center landscape, including those offering solutions for Microsoft Teams, have begun experimenting with the benefits of AI. However, most simply integrate cognitive services into their solution. AudioCodes offers a solution that includes cognitive services pre-loaded into the platform.
Users can instantly access the power of conversational AI, with natural language understanding (in 16 language variants). There’s a no-code automation system, which allows users to build self-service IVR flows, powered by conversational AI, ensuring teams can automate and enhance any calling scenario.
Plus, users can tap into all of the benefits of multi-language speech to text, text-to-speech, and natural language understanding, paving the way for more intuitive interactions.
Ease of Deployment and User Experience
With its lightweight design, Voca CIC gives companies all the trusted reliability of Teams Phone, alongside a highly customizable interface. Companies can make simple drag-and-drop changes to their ecosystem, and scale CX capabilities to every Teams user across the company, from service desk employees, to departments outside of the contact center.
Every formal and informal contact center agent can leverage the same smart routing and IVR automation solutions in a single platform. Plus, there are fantastic teams-based agent and supervisor desktop agent interfaces, featuring rich call controls, CRM information, details on availability, and access to wrap-up data and statistics.