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Voca
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Microsoft Teams Contact Center

Use Microsoft Teams as a One-Screen Omnichannel Contact Center

Voca is a certified Microsoft Teams omnichannel contact center built in Azure with ready-to-use conversational AI.

With a lightweight design, Voca gives you:

  • Trusted reliability of Teams Phone
  • Speed to make drag-and-drop changes
  • Scalability of only paying for what you need


Voca-Solution-Certified-Teams

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.

Vanderlande-logo

 

University of Central Florida

Bosch

Cargill

Vodafone

Berry Global

Bring to Teams the most critical contact center features for providing great customer service. Voca easily scales CX capabilities to every Teams user across the company — whether it's the main service desk or departments beyond the contact center.

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

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

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

Lightweight

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

Certified-ICN

Certified

Voca is a certified Microsoft Teams contact center solution

Voca-Contact-Center-and-Conversational-IVR-for-Microsoft-Teams-CXA24-Winner

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

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.

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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.

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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.

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Testimonials

What our customers say

"Voca CIC has transformed our customer service at Vanderlande. Integrating our contact center with Microsoft Teams has not only optimized call flows and reduced agent onboarding time but has also utilized conversational AI for valuable customer insights. This resulted in enhanced customer support and satisfaction, backed by improved uptime and a highly responsive support system.”

Service Owner Unified Communications, Vanderlande Levent Günsüren

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.
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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.

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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.
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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.

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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.

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 languages does Voca support?

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

Request a Discovery Call with our Consultant

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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