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Voca
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Integrate Your Contact Center with Microsoft Teams

Introducing Voca Conversational Interaction Center

The only omnichannel Microsoft Teams contact center built in Azure with ready-to-use conversational AI.

With a fast and scalable design, Voca CIC gives you:

  • No agent limitations
  • Microsoft Cognitive Services included
  • Calls originate, stay, and end in Teams
  • Create new contact centers in less than a day


Voca-Solution-Certified-Teams

See Voca CIC in action!

AudioCodes is committed to protecting and respecting your privacy, and we’ll only use your personal information to administer your account and to provide the products and services you requested from us.

Built-in Conversational AI with 14 supported languages

Intelligent

Built-in Conversational AI with 14 supported languages

Only Microsoft Teams CCaaS built in Azure with agent & supervisor user interfaces

Unique

Only Microsoft Teams CCaaS built in Azure with agent & supervisor user interfaces

Configure and deploy a contact center desk in less than a day

Lightweight

Configure and deploy a contact center desk in less than a day

Create consistent customer experience across email, webchat, and voice channels

Omnichannel

Create consistent customer experience across email, webchat, and voice channels

A perfect fit between native Teams contact center features & a premium contact center

Voca Omnichannel Contact Center

Three ways to use Voca to scale up your customer service interactions

Microsoft Teams
Contact Center

Provide an omnichannel service experience for your customers on the main service desk as well as internal departments — IT, HR and more.

Certified for Microsoft Teams.

Get a demo

Conversational
IVR

With built-in Conversational AI and an API extension, you can automate any service scenario in the world.

Available in any Voice Platform &
Certified for Microsoft Teams.

Get a demo

Conversational
Auto-Attendant

Use pre-trained AI from Azure to seamlessly reach any company contact or department.


Available in any Voice Platform &
Certified for Microsoft Teams.

Get a demo

Loved by Customer Services Teams trusted by IT

Modern Agent Desktop

One-app, one-screen contact center experience in Teams.

Built in Azure with Microsoft Teams

Enjoy Microsoft Teams calling infrastructure, media quality, encryption, and security, with a unified interface for all your agents.

Manage Every Customer Interaction from a Single Screen

Organize interactions by channel & service complex interactions with dedicated call controls, and integrated CRM data right from the Worker App. 

No Agent Limitations

A limitless number of agents and supervisors can log in as Teams users to the Voca Worker Application.

One-app, one-screen contact center experience in Teams.
Multitask-across-various-digital-CX-channels-lp-v3
Webchat & Email Customer Interactions

Multitask across various digital CX channels.

Let Customers Interact in Their Own Way

Allow customers to engage with your service desk on their own time and their preferred voice, email, or webchat channel, while Voca guides your agents to a consistent customer experience.

Manage Availability Status by Channel

Give your contact center agents and supervisors flexibility to manage their availability across multiple digital channels and multitask based on changing demand or agent skills.

Pay Equal Attention to Each Interaction Channel

Ensure digital and voice interactions have equal attention by automatically pushing digital customer interactions to agents based on availability status by channel and maximum capacity, rather than have agents hand pick interactions out of a queue.

Get a demo
Built-in Conversational AI

Automation designed with your agents and customers in mind.

Combined Conversational AI

Use pre-trained Natural Language Understanding, Speech-to-Text, and Text-to-Speech to handle repetitive agent tasks.

Drag-and-Drop Flow Designer with APIs & SDKs

Build custom call flows for any service scenario in minutes, with a no-code flow designer that can connect to all your systems.

CRM Connection

Integrate your CRM data with a Conversational IVR call flow to automate data collection into CRM and personalize caller experiences with customer information like open tickets, prescription renewals, purchase history, etc.

Automation designed with your agents and customers in mind.
Intelligent-routing-that-fits-any-scenario-lp
Actionable Call Queuing & Skill-based Routing

Intelligent routing that fits any scenario.

Skill-based Routing

Create unlimited skills and route customers to your most knowledgeable agents based on their skillset.

Define Overflow Thresholds

Meet your service levels by automating actions upon max wait times and calls in queue.

Multi-platform Queuing

Reach any employee or destination in any voice environment by using Voca to route calls, even during migration.

Get a demo
Real-time Analytics & Historical Reports

Get knowledge into your desk's performance.

See The Details That Matter to You

View reports like top requested IVR destinations & contacts, queue activity, customer drill-down, call volume, and transfer rates.

Open A Window into Your Customer’s Experience

A real-time dashboard provides an instant look at pending calls, abandonment stats, average wait times and agent status so you can act fast to maintain service levels.

Multi-tenancy for Multi-site Orgs. and Service Providers

Split multiple Voca services across multiple tenants each with its own secured access for management and reporting. Backed by GDPR and HIPAA compliance.

Get knowledge into your desk's performance.
The Voca Conversational Interaction Center (CIC) Secures Top Honors in the 2024 CX Awards, Winning the Best Microsoft Teams Contact Center Solution

The Voca Conversational Interaction Center (CIC) Secures Top Honors in the 2024 CX Awards, Winning the Best Microsoft Teams Contact Center Solution

Frequently Asked Questions

How does Voca CIC connect to Microsoft Teams?

Voca CIC is a native Azure-based application, the same as Microsoft Teams. This means Voca CIC uses Microsoft Teams calling infrastructure and client platform to deliver a modern, intelligent contact center for collaborative customer and agent connection. With Voca CIC, calls begin, stay, and end in Microsoft Teams to deliver superior uptime, reliability, and accuracy in real-time routing decisions by using Microsoft’s IC3. 

What is the price per seat?

The Voca CIC price per seat ranges between $50 per concurrent agent/per month and $80 per concurrent agent/per month with additional add-ons of compliance recording and omnichannel.

How is AI used in Voca CIC?

Voca CIC uses Azure AI Services as the built-in AI component available to all customers. Specifically, AI is used in the Auto Attendant and Conversational IVR capabilities of Voca CIC. With these two use cases, Voca CIC’s built-in AI can:

  • Automate call steering
  • Answer customer questions with data from FAQs, CRMs, and CDPs
  • Allow callers to speak freely with Natural Language Understanding
  • Respond to custom vocabulary (employee names, locations, brand names, etc.)
  • Puts power in the caller’s hands to be specific in their needs, especially when interacting with large organizations

Does Voca CIC have a free trial?

Yes, Voca CIC begins as a 30-day free trial with a quick onboarding through the Microsoft Teams App Store or through the customer’s internet browser. In the 30-day free trial, customers can create a conversational IVR, use voice, email, and webchat interactions, build on the no-code call flow designer, and view reporting. The 30-day free trial comes with direct access to the Voca CIC technical success team to help connect Voca CIC to the customer’s phone numbers.

What languages does Voca CIC support?

  • English US
  • English UK
  • English AU
  • Hebrew
  • German
  • Spanish
  • French
  • Dutch
  • Italian
  • Russian
  • Portuguese
  • Chinese Mandarin
  • Hindi
  • Japanese

What types of industries use Voca CIC?

  • Healthcare
  • Utilities
  • Universities
  • Government
  • SaaS/Tech
  • Banking
  • Insurance
  • Manufacturing

See Voca CIC in action!

AudioCodes is committed to protecting and respecting your privacy, and we’ll only use your personal information to administer your account and to provide the products and services you requested from us.

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