Teams Phone extensibility
Customer interactions start, stay, and end in Teams Phone
Built-in Conversational AI
Azure AI is ready for you to use day 1
Customer Centric
Simple per-agent model with predictable costs
Fast & Scalable
Cloud-based, multi-tier, multi-tenant ready in under a day
Delivering great CX shouldn’t have you juggling multiple platforms.
Manage every CX interaction from a single app in Microsoft Teams.
Voca CIC Wins Best CX Deployment
By CX Today and 16 industry analysts at the 2025 CX Awards.
A perfect fit between native Teams contact center features & a premium contact center
Microsoft Teams Contact Center
Omnichannel customer experience for your main service desk & departments beyond the contact center.
Trust the reliability that comes with Voca CIC as a native Azure-based app using Teams calling infrastructure & client platform to deliver collaborative customer and agent connection.
- Voice, Email, SMS & Webchat Customer Interactions
- Intelligent Routing
- Flow Automation
- Open CRM Integration
- Real-time & Historical Analytics
- Multi-tier & Multi-tenant
Self-Service IVA & Conversational IVR
Conversational AI & Data Dips enable you to automate any service scenario for your customers.
Voca CIC’s IVAs and Conversational IVR enables customers to speak freely and resolve issues with intelligent, personalized voice assistants that can automate any service scenario, freeing agents for higher-value tasks, while reducing wait times and misrouted calls.
- Pre-trained Conversational AI
- Built-in Microsoft Cognitive Services
- No-code Flow Designer
- API Extensions
- CRM & 3rd-party Bot Integration
Omnichannel Experience
Voice, email, SMS & webchat interactions give your customers more options for engaging on their terms with your agents.
Meet your customer’s expectations of a consistent and integrated experience across voice and digital channels. Multitask across channels from a single screen and manage agents queue availability based on customer demands and agent skills.
- One-screen Agent Experience
- Intelligent Interaction Routing
- Channel-specific Agent Availability
- App + Desktop Push Notifications
- Supervisor Flag & Monitor
- Conversation History
AI Receptionist
Natural Language Understanding guides your callers to reach any company contact or department.
Enable conversational AI to confidently handle and route calls the first time. Voca CIC’s AI Receptionist allows callers to voice their reason for calling using intuitive voice responses to swiftly direct them to the appropriate contact, department or call queue.
- 14 Languages Options
- Custom Company Vocabulary
- Company Address Book Sync
- Microsoft Teams Presence-based Routing
- Built-in Voicemail & Notifications
- Call Hunting Across Devices
Agent & Supervisor Experience
Perfect every stage of the customer journey with end-to-end control of your contact center operations.
Keep every customer conversation in one place by integrating live customer contextual data and IVR/IVA details for agents. Take full control of the contact center with real-time reskilling and requeuing, live monitoring and wrap-ups.
- Supervisor Live Monitoring
- Agent & Supervisor Teams Apps
- Contextual Data Display
- Real-time Statistics
- On the Fly Supervisor Controls
Microsoft Teams Contact Center Pricing
3 agent tiers. Effortless Teams CCaaS buying experience.
CIC1
$30
per named agent
I use Teams for
basic CX
I need modern yet lightweight CX capabilities for serving internal and small customer-facing audiences.
- AI Receptionist
- IVR & IVA Flow Designer
- CRM and 3rd-party AI Bot Integration
- Historical Analytics and Reporting API
- Microsoft Teams Presence-based Routing
- Real-time Dashboards
- Queuing & Callback
- Supervisor Live Monitoring
- Voca Flex App
CIC2
$60
per concurrent agent
I’m a voice-first
Contact Center agent
I spend most of my day helping customers on voice calls. Microsoft Teams is my primary CX tool.
- AI Receptionist
- IVR & IVA Flow Designer
- CRM and 3rd-party AI Bot Integration
- Historical Analytics and Reporting API
- Microsoft Teams Presence-based Routing
- Real-time Dashboards
- Queuing & Callback
- Supervisor Live Monitoring
- Voca Flex App
- Skill-based Routing
- Voca Worker App
- Call Recording
CIC3
$75
per concurrent agent
I’m a voice & digital
Contact Center agent
I deliver CX through calls, chat, and other digital channels, all right inside Microsoft Teams.
- AI Receptionist
- IVR & IVA Flow Designer
- CRM and 3rd-party AI Bot Integration
- Historical Analytics and Reporting API
- Microsoft Teams Presence-based Routing
- Real-time Dashboards
- Queuing & Callback
- Supervisor Live Monitoring
- Voca Flex App
- Skill-based Routing
- Voca Worker App
- Call Recording
- Omnichannel
I need an AI fast-track
Use AudioCodes’ built-in Conversational AI for IVR and IVA. No extra integrations needed.
Connect your solution stack, automate any customer service scenario in the world.
No more screen switching while serving a customer – integrate with your CRMs, CDPs, BI platforms, and many more.
Loved by Customer Service Teams trusted by IT
University of Central Florida
Keith Honaker, Lead UC and Head Architect of Contact Centers
“The scalability of Voca assures us we can take on any project the University has. On top of that, the reliability, it has been such a stable product that we haven’t had any downtime.”
Berry Global
Robert Kuper, Telecommunications Engineer
"If you’re utilizing Microsoft Direct Routing today and have the need for an omnichannel CX solution, do yourself a favor and consider Voca CIC.”
Vanderlande
Levent Günsüren, Service owner Unified Communications
“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.”
FAQs
Named Agent = pay per person.
- Each user has their own license, no matter how little they log in.
Concurrent Agent = pay per active seat.
- Any agent can hop in; you’re billed only for seats in use.
Voca CIC’s Intelligent Virtual Agent (IVA) brings AI-powered customer service to every interaction by incorporating Microsoft Azure AI Cognitive Services, your customer data platforms, and a no-code call flow designer to provide personalized service. The Voca CIC IVA Services Add-on brings conversational AI built-in and can handle interaction journeys completely out-of-the-box. Alternatively, customers can bring their own Azure AI services to Voca CIC to power the IVA experience.
Voca CIC’s AI Receptionist allows you to upgrade that legacy DTMF touchtone menu with a 24/7 natural language auto-attendant to reach contacts, departments, and call queues without the phone trees. “Press 1, press 2, press 3...” limits your routing destinations. Voca CIC AI Receptionist opens 100s of new destinations using the caller's natural language inputs.
The Flex App is designed for CIC1 agents who use Voca CIC lightly and use Microsoft Teams Presence to manage their availability for receiving inbound interactions. The Worker App, available for CIC2 and CIC3 agents, includes advanced queuing, agent settings, omnichannel and call recording for a richer contact center experience. Voca Worker App users rely on dedicated Ready/Not-Ready agent availability statuses managed by Voca CIC.
Included in CIC2 and CIC3 bundles, Voca CIC offers built-in, Microsoft-certified compliance call recording powered by AudioCodes Interaction Insights. It records voice calls handled through Voca CIC and comes with a set of compliance-related functionality, meeting popular compliance standards like MiFID II, GDPR, PCI DSS, HIPAA and E-Discovery.
With CIC3, you’ll receive email, webchat, and SMS as digital interaction channels. You can choose to use one or all of them with Voca CIC. As we expand support for new digital engagement support channels (e.g. WhatsApp, Facebook Messenger, Instagram, Line and more), you’ll receive access to them at no additional cost.
Voca CIC is listed in Azure Marketplace as “Azure Benefit Eligible”, so its subscription helps customers retire their Microsoft Azure Consumption Commitment (MACC).
You can find us on the Appsource and Azure Marketplace.
When you receive a quote from us for Voca CIC, what you see is what you pay for the length of your contract with us. No hidden fees. No unexpected overage charges. No bait and switch.
We want to help our Voca CIC partners to be as successful as possible. We offer a 30-day free POC environment for Voca CIC to be used for customer demos. For longer commitments, please reach out to your regional AudioCodes channel partner representative for more details on how to get your own Voca CIC NFR (Not for Resell) bundle.
Voca CIC can be provided as a Geo-Redundant, Highly-Available Managed Cloud Service by AudioCodes, or on the customer’s Cloud (Microsoft Azure).
Yes, Voca CIC begins as a 30-day free trial with a quick onboarding through the Microsoft Teams App Store or through the web. In the 30-day free trial, you can create a conversational AI-powered IVR or IVA flows, use voice, email, SMS and webchat interactions, build on the no-code call flow designer, view reporting and integrate your CRM(s) into your Voca CIC trial instance.
The 30-day free trial comes with a full range of Voca CIC features, direct access to the Voca CIC technical success team to support building simple to complex contact center flows and help connect Voca CIC to the customer’s phone numbers when needed.
- English (US, UK, AU)
- Spanish
- French
- German
- Dutch
- Italian
- Portuguese
- Chinese Mandarin
- Hindi
- Italian
- Russian
- Japanese
- Hebrew
Voca CIC supports all three calling models – Microsoft Direct Routing, Operator Connect, and Microsoft Calling Plans.
AudioCodes is the vendor and delivery provider as part of a fully managed service, meaning we’re the one-stop shop serving you, or enabling your trusted Authorized Services Partner. As a customer, you have a direct connection to our Services, Product, and Support teams. Our managed service team are experts in contact center and enterprise voice, serving more than 65+ Fortune100 companies.
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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.
