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Use Voca as a One-Screen Microsoft Teams Contact Center Built in Azure

Voca brings to Teams the most critical contact center features for providing great customer service in the main service desk and departments beyond the contact center without the hefty price tag or nice-to-haves.

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Bring Every Microsoft Teams User into the Service Workflow

Voca is a certified Microsoft Teams Contact Center built in Azure with ready-to-use conversational AI. With a lightweight design, Voca gives you the trusted reliability of Teams Phone, the speed to make drag-and-drop changes, and flexibility of only paying for what you need. Voca easily scales to every Teams user across the company — whether it's the main service desk or departments beyond the contact center. Microsoft Teams and Voca, the perfect connection for unifying your customer and employee experience.

Intelligent

Built-in Conversational AI with 14 supported languages

Unique

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

Lightweight

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

Omnichannel

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

Voted Best Microsoft Teams Contact Center Solution

By CX Today and 16 industry analysts at the 2024 CX Awards.

Voca - 2024 Award Winner - Best Microsoft Teams Contact Center Solution

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

Voca is Built in Azure & Uses Microsoft Teams Calling

Trust the reliability that comes with a native Azure-based app using Teams calling infrastructure & client platform to deliver collaborative customer and agent connection.

Manage Every Customer Interaction from a Single Screen

Organize interactions by channel and 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.

Automation designed with your agents and customers in mind.

Embedded Conversational AI

Use pre-trained Natural Language Understanding, Speech-to-text, and Text-to-speech to handle routine customer questions and free up your agents for more challenging issues.

Drag-and-drop Flow Designer with API Requests

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

CRM Integration

Connect 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.

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.

Vanderlande

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.

Levent Günsüren, Service Owner Unified Communications

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, calls in queue, and last agent response.

Multi-platform Queuing

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

Get knowledge into your desk's performance.

See The Details That Matter to You

View reports like top requested IVR destinations & contacts, queue activity, digital interactions, 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 makes Microsoft Teams the single pane of glass for your agents' communication, collaboration, and customer service.

Who are Back-office Experts

Trusted and knowledgeable staff members who can assist an agent with a detailed solution to a complex customer issue.

Who are Internal Agents?

Microsoft Teams users who provide ongoing internal and external service but don’t reside in the main service desk and would benefit from having contact center features.

Architecture and Design You Can Trust

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Three Ways to Use Voca:

Microsoft Teams Contact Center Built in Azure

Provide an omnichannel customer service experience on your main service desk and other departments across the organization.

Available and
Certified for Microsoft Teams.

Includes features from
Conversational Auto-Attendant and IVR

  • Skill-based routing
  • Queue overflow for max. call in queue, max. wait time, all agents logged out
  • Longest Available, Round robin, Serial and Broadcast routing methods
  • VIP priority routing
  • Teams-based Agent Desktop application
  • Native integration with Microsoft Teams
  • Built-in call controls
  • CRM screen pop-up
  • Customizable Not-Ready and Wrap-up events
  • Conversational IVR Agent Assist transcripts
  • Controllable Caller ID for outbound calls
  • Missed calls view
  • On the fly Reskilling and requeuing
  • Supervisor Live Monitoring (Listen, Barge-in, and Whisper)
  • Real-time supervisor control over agent statuses
  • Agent groups
  • In-app real-time queue analytics
  • Real-time dashboard with custom thresholds
  • Agent activity, states and abandonments analytics
  • Scheduled reports
  • GDPR & HIPAA compliant
  • Channel-specific agent availability
  • App + Desktop push notifications
  • Last agent routing
  • Conversation history
  • Supervisor flag & monitor
  • Channel & queue opt in/out
  • Microsoft Teams Certified
  • Automatic recording (Full time, Record on demand, Save on demand)
  • All modalities (MS Teams audio, video, desktop sharing, IM)
  • Live monitoring of agents
  • Data localization encrypted at rest and in transit
  • 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

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

 

 

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

FAQs

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.

 

 

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Get the best solution for your organization and specific use case. Our experts can advise on products, compatibility and any aspect of voice deployments.

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