Communications software vendor AudioCodes has announced that Voca Conversational Interaction Center (Voca CIC) is now certified by Microsoft as a Microsoft Teams contact center solution.
Designed as an AI-first app, Voca CIC is AudioCodes' Microsoft Teams-native contact center built for the CX market. The solution integrates with Microsoft Teams Phone which ensures seamless connection between UC and CC.
"With years of experience and a strong foothold in the Microsoft Teams Phone ecosystem, we are excited to grow our company's portfolio with a modern, AI-first contact center offering that empowers both customer experience (CX) and employee experience (EX)", said Shabtai Adlersberg, President and Chief Executive Officer of AudioCodes.
Voca CIC turns every Microsoft Teams user into a potential agent, which is beneficial for organizations' internal business lines as they get both internal and external-facing services in one solution.
"Voca CIC acts as a natural extension to Microsoft Teams, with the forward-thinking benefit of built-in conversational AI. The consolidation between unified communications and contact center is a growing industry trend we're observing, and Voca CIC is our perfect play to capitalize on this exciting market opportunity," added Adlersberg.
Voca CIC harnesses automation by visually configuring self-service interactions without any coding requirements, utilizing data integrations and conversational AI. The solution enables organizations to take advantage of intelligent routing using Microsoft Teams' native worker activity, supported by real-time analytics.
Voca CIC is conveniently provided as a fully managed service through AudioCodes Live for Microsoft Teams and is readily accessible for a 30-day free trial on the AudioCodes website. Users can also find Voca CIC as a native app on the Microsoft Teams Store or Microsoft AppSource.