Turn Microsoft Teams into an Omnichannel Contact Center

Voca CIC can be provided as a Geo-Redundant, Highly-Available Managed Cloud Service by AudioCodes, or on the customer’s Cloud (Microsoft Azure).

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 Conversational IVR & Voice Agents Add-on brings AI that understands and resolves customer requests. Callers speak naturally to handle smart routing or complex requests that require real-time data lookups. The Add-on delivers built-in AI Cognitive Services for Speech-to-text and Text-to-speech, giving you everything you need from day one with zero integration work. As an alternative, you can also connect your own Azure Cognitive Services. The Conversational IVR and Virtual Agents Add-on is priced per concurrent session per month. 

Agent Insights delivers AI wrap-up that captures customer conversations using built-in Transcription, AI Summaries, and AI Sentiment Analysis and automatically delivers customer insights to your CRM. AI prompts can be tailored to each organization and contact center desk, controlling the detail and structure of generated summaries. The Add-on includes everything you need right out of the box: application functionality, transcription services, and LLM processing. The Agent Insights Add-on is priced per concurrent agent per month and includes associated AI services.

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.  

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. 

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. 

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

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 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.

Yes! Voca CIC begins as a 30-day free trial with quick onboarding through the Microsoft Teams App Store or the web. During your trial, you can create conversational AI-powered IVR or IVA flows, use voice, email, SMS and webchat interactions. You can also see transcription, AI summarization and sentiment in action, build on the no-code call flow designer, view reporting, and integrate your CRM(s).

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. The team can also help connect Voca CIC to the customer’s phone numbers when needed. Start your free trial today. 

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.