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AudioCodes Voca Conversational Interaction Center Now Offers Omnichannel

Mar 13, 2024


  • AudioCodes has added support for digital interactions to its Contact Center as a Service (CCaaS) solution, the Voca Conversational Interaction Center (CIC)
  • The new omnichannel experience allows enterprises to provide a consistently integrated customer experience across email, webchat, and voice channels
  • Voca CIC’s omnichannel design place special focus on agent multitasking across multiple engagement channels through a one-screen experience
  • Enterprises adopting the new omnichannel experience can trust the reliability that comes with Voca CIC as the only CCaaS solution to offer an Azure-native integration with Teams
  • Adding omnichannel capabilities to Voca CIC further strengthens AudioCodes Live, which offers complete calling and contact center for Microsoft Teams

Lod, Israel – March 13, 2024 – AudioCodes (NASDAQ: AUDC) Press Release

The New Omnichannel Experience Will Support Email and Webchat in a One-screen Microsoft Teams Contact Center Built in Azure

Enterprises using Voca CIC’s omnichannel experience can now offer a consistent customer experience across multiple engagement channels all from a one-screen Microsoft Teams contact center built in Azure.

AudioCodes, a leading vendor of advanced communications software, products and productivity solutions for the digital workplace and customer experience, today announced that Voca Conversational Interaction Center (Voca CIC) is now an omnichannel contact center for Microsoft Teams, adding email and webchat to the existing voice experience.

Voca CIC is an AI-first Microsoft-certified contact center with an Azure-native integration for Microsoft Teams. With a lightweight design enabling rapid deployment and scalability, Voca CIC gives you the trusted reliability of Microsoft Teams Phone, the speed to make visual drag-and-drop changes, the flexibility of a usage-based subscription model, and the power of conversational AI provided completely out of the box. Voca CIC easily scales CX capabilities to every Teams user across the company — for the main service desk or departments beyond the contact center.

With the new omnichannel experience, Voca CIC offers the only agent status bar with individual channel-specific availability on the market. This gives contact center agents and supervisors flexibility to manage their availability across multiple digital channels and multitask based on changing demand or agent skills.

The new channel-specific status bar allows Voca CIC to automatically push 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. By doing so, Voca CIC’s omnichannel experience ensures digital interactions enjoy the same level of attention as voice interactions do.

"We’re delighted to deliver our first ever omnichannel experience to our customers with the addition of digital channel support in Voca CIC," says Gidi Adlersberg, Head of Voca CIC Business Line at AudioCodes. "This represents another strategic evolution in Voca CIC, becoming one of the most reliable and capable contact center options in the Microsoft Teams ecosystem.”

“Our innovative, bold product design comes from listening to our customers and their needs. Email and webchat are by far the most requested digital channels in the Teams CCaaS area. With our unique design, we pioneer in allowing agents to effortlessly multitask across various communication channels, providing a consistent and integrated experience for customers, yet under a managed environment which may be tailored for a busy or a quiet day,” says Elad Sananes, Head of Voca CIC Product Management at AudioCodes.

“We're confident in this new offering to further equip our enterprise customers with the modern CX capabilities they look for, in order to thrive in the ever-demanding contact center space and departments beyond it.”

The new addition of omnichannel to Voca CIC further empowers AudioCodes Live, offering complete calling and contact center for Microsoft Teams. As of today, AudioCodes is the only managed service provider to deliver Microsoft Teams Phone enablement in combination with a native contact center solution — backed by the most extensive Microsoft-certified portfolio of products and services in the industry.

Voca CIC is available as a 30-day free trial on the AudioCodes website, as a native app on the Microsoft Teams Store or Microsoft AppSource. Interested customers can build a conversational contact center flow in 5 minutes, along with a free phone number from AudioCodes for immediate evaluation.

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