<img height="1" width="1" alt="" style="display:none;" src="//www.bizographics.com/collect/?pid=9419&amp;fmt=gif">
Voca

One-screen, AI-first Contact Center Experience Built for Microsoft Teams

Voca enables your agents with real-time access to back-office experts during service calls. Accelerate resolution times, remove department silos, and ramp up employee experience.

One-screen, AI-first Contact Center Experience Built for Microsoft Teams

Bring every Microsoft Teams user into the service workflow.

Built-in Conversational AI with 14 supported languages

Intelligent

Built-in Conversational AI with 14 supported languages

Native Azure-based agent & supervisor app using the MS Teams calling infrastructure and client platform

Unique

Native Azure-based agent & supervisor app using the Teams calling infrastructure and client platform

Fills the gap between MS Teams contact center capabilities and a premium contact center vendor

Lightweight

Fills the gap between Teams contact center capabilities and a premium contact center vendor

The multiple ways you can apply Voca

Microsoft Teams Native
Contact Center

Provide the full service experience your callers need on the main service desk as well as internal departments — IT, HR and more.

Available and
certified for Microsoft Teams.


Includes features from
Conversational Auto-Attendant and IVR

 

    • Includes features from Conversational Auto Attendant and IVR Skill-based routing
    • Checkmark Queue overflow for max. call in queue, max. wait time, all agents logged out
    • Checkmark Longest Available, Round robin, Serial and Broadcast routing methods
    • Checkmark VIP priority routing
    • Includes features from Conversational Auto Attendant and IVR Teams-based Agent Desktop application
    • Checkmark Native integration with Microsoft Teams
    • Checkmark Built-in call controls
    • Checkmark CRM screen pop-up
    • Checkmark Customizable Not-Ready and Wrap-up events
    • Checkmark Conversational IVR Agent Assist transcripts
    • Checkmark Controllable Caller ID for outbound calls
    • Checkmark Missed calls view
    • Includes features from Conversational Auto Attendant and IVR On the fly Reskilling and requeuing
    • Checkmark Real-time supervisor control over agent statuses
    • Checkmark Agent groups
    • Checkmark In-app real-time queue analytics
    • Includes features from Conversational Auto Attendant and IVR Real-time dashboard with custom thresholds
    • Checkmark Agent activity, states and abandonments analytics
    • Checkmark Scheduled reports
    • Checkmark GDPR & HIPAA compliant
    • Includes features from Conversational Auto Attendant and IVR Microsoft Teams Certified
    • Checkmark Automatic recording (Full time, Record on demand, Save on demand)
    • Checkmark All modalities (MS Teams audio, video, desktop sharing, IM)
    • Checkmark Live monitoring of agents
    • Checkmark Data localization encrypted at rest and in transit
    • Checkmark Speech analytics with word categorization & sentiment analysis

Conversational
Self-Service IVR

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

Available in any voice platform and
certified for Microsoft Teams.


Includes features from
Conversational Auto-Attendant

 

    • Includes features from Conversational Auto Attendant and IVR Free speech transcription
    • Checkmark Keyword-based speech inputs
    • Checkmark Prebuilt Speech Entities (digits, alphanumeric strings, time and date)
    • Checkmark Dynamic Text-to-speech
    • Includes features from Conversational Auto Attendant and IVR Integration with any CRM, DB
    • Checkmark Triggering of Microsoft Power Apps and Power Automate flows
    • Checkmark Get/Post REST API request
    • Checkmark Supports headers and parameters
    • Checkmark HTTPs support
    • Checkmark API Request timers
    • Includes features from Conversational Auto Attendant and IVR Visual flow designer
    • Checkmark Parametric SMS triggering
    • Checkmark DTMF menus and digit collection
    • Checkmark Generate DTMF
    • Checkmark Route to contacts, departments and call queues
    • Checkmark Send to voicemail
    • Checkmark Present call info to Voca agent desktop
    • Includes features from Conversational Auto Attendant and IVR Conditions
    • Checkmark Switching
    • Checkmark Counter
    • Checkmark Set variable
    • Checkmark Built-in debugger

Conversational
Auto-Attendant

Harness Natural Language Understanding to seamlessly reach any company contact or department.

Available in any voice platform and
certified for Microsoft Teams.




 

    • Includes features from Conversational Auto Attendant and IVR Supports 14 language options
    • Checkmark Built-in Speech-to-text, Natural Language Understanding, and Text-to-speech
    • Checkmark Accommodates unique vocabulary (contact and product names, locations, and departments)
    • Checkmark Automatic handling of duplicate contacts
    • Checkmark Confidence thresholds
    • Checkmark Support for aliases
    • Includes features from Conversational Auto Attendant and IVR DTMF fallbacks
    • Checkmark Speech or DTMF inputs in parallel
    • Includes features from Conversational Auto Attendant and IVR Microsoft Teams Presence-based Routing
    • Checkmark Multi-platform Attendant Transfer
    • Checkmark Call hunting across user’s devices
    • Checkmark In-platform voicemail and missed call notifications
    • Checkmark Working hours & Holidays
    • Includes features from Conversational Auto Attendant and IVR Top requested Contacts & Departments
    • Checkmark IVR & Call Queue Analytics
    • Includes features from Conversational Auto Attendant and IVR Multi-tenancy
    • Checkmark Role-based access
    • Checkmark Automatic sync with Active Directory
    • Checkmark CSV import/export

AudioCodes is trusted by

Vodafone

Cargill

Securitas

TicketMaster

Bosch

Frequently Asked Questions

Is Voca a certified contact center by Microsoft?

Yes, Voca is certified by Microsoft! This means Microsoft has reviewed and tested Voca to ensure the solution passes security and quality standards set per Microsoft guidelines. Microsoft leverages a variety of industry best practices to help assure confidence that enterprise organizations’ data and privacy are secured, protected, and compliant.

What types of industries use Voca?

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

Can I use Voca for IVR and contact center capabilities, without Conversational AI?

Yes, definitely. Voca has a DTMF-only channel license, that provides the same experience for users and customers, minus the Conversational AI aspects. Also, the DTMF-only channel license is a more affordable option than the Conversational AI channel.

Can Voca connect to more than Microsoft Teams?

  • Yes, as an AudioCodes solution we can connect Voca’s Conversational IVR and Auto-Attendant capabilities to any type of the following:
    • Existing phone system, whether an Analog PBX, IP PBX, or Zoom UC
    • On top of an existing Contact Center
    • Web RTC click-to-call
    • Even directly to a SIP Trunk
  • The Microsoft Teams-only capabilities refer to the Voca Agent Desktop, Real-time Dashboard, and Skill-based Routing capabilities.

How is Voca priced?

  • We believe in today's world it's hard to predict how many agents you need today vs. tomorrow. That’s why we don’t charge for agents who aren’t even on shift!
  • As an example, a department of 50 agents may only have 35 agents on shift at any time. Of those, only 15 are on the phone at any time. This means you only pay for ACTUAL usage of 15 concurrent calls (with a 50-50 mix of Conversational and DTMF-only channels).
  • This provides you with more flexibility to add or remove channels based on your call volume, call flow duration, queue length, and actual usage of the Voca service.

What is an Internal Agent?

  • An Internal Agent is a user that provides service outside of the company’s main service desk – for example: IT Helpdesk, HR desk, Sales teams, Security teams and other internal departments, where users receive many calls during the day, and can benefit from CX capabilities like intelligent routing, voicemail, IVR, queuing and reporting.
  • Voca provides the ability for informal agents to be reached through a queue, included in intelligent routing with skills and Teams presence, or be an IVR destination — all while still using Teams or other phone system as their regular, go-to UC.

Can I try Voca for free?

  • Yes! You can try Voca for free for 30 days by going to the Microsoft Teams App Store or via your browser and signing up for a free trial.
  • You can even contact AudioCodes to get support from our dedicated Technical Success team who can guide you through basic configuration and connect the Voca service to your own phone system, during the trial period.
  • Yes, absolutely. During the 30-day free trial period, you’ll find It simple to be in contact with our team of experts. Feel free to reach out to us now with any questions at info@acvoca.com. During the trial period we’d be happy to help you build any IVR, call steering, and contact center scenario you want.
  • Also, we can help you connect your Voca service to your SIP Trunk and your phone numbers.

What languages does Voca support?

  • English US
  • English UK
  • English AU
  • Hebrew
  • German
  • Spanish
  • French
  • Dutch
  • Italian
  • Russian
  • Portuguese
  • Chinese Mandarin
  • Hindi
  • Japanese
Voca | Built-in Conversational AI
Built-in Conversational AI

Automation designed with your agents and callers in mind.

Combined Conversational AI

Pre-integrated Natural Language Understanding, Speech-to-Text, and Text-to-Speech allowing customers a fundamental way to connect —through voice.

No-code Flow Design with APIs & SDKs

Automate any calling scenario with logical functions and API requests for real-time data dips into a powerful no-code call flow designer.

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.

Actionable Call Queuing & Skill-based Routing

Intelligent routing that fits any scenario.

Skill-based Routing

Create unlimited skills and route calls to your most knowledgeable agents based on caller requests.

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.

Voca | Actionable Call Queuing & Skill-based Routing
Voca | Modern Agent Desktop
Modern Agent Desktop

One-app, one-screen contact center experience.

Sits Natively in Microsoft Teams Voice

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

Onboard Agents Quickly with Familiar Features

MS Teams presence status, dedicated call controls, integrated CRM data and embedded windows, and customized wrap-up events.

No Agent Limitations

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

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.

Voca | Real-time Analytics & Historical Reports

© 2003-2023 AudioCodes Limited. All rights reserved. Trademarks and SEC Notice of AudioCodes Limited.

audiocodes-new-logo-two-colors-color