While most smaller companies may not believe they operate a true call center, nearly every company engages in call center operations when they communicate with customers or partners. And while smaller businesses may not want (or need) a formal call center, they usually do find that they need the functionality which call center solutions provide. And increasingly, this capability comes from call center and communication solution partnerships.
So, customer communications solutions provider AudioCodes has announced that its Voca Conversational Interaction Center (Voca CIC) is now certified by Microsoft as a Microsoft Teams contact center solution.
Voca CIC is AudioCodes' Microsoft Teams-native contact center for the CX market. The solution is what the company calls an “AI-first application,” providing integration with Microsoft Teams Phone. This integration leverages customers' existing Microsoft Teams Phone infrastructure for seamless connection and unified communications and contact center consolidation.
The certification enables nearly every employee of a company using Microsoft Teams to become a call center agent when necessary. This, says AudioCodes, is especially relevant for an organization's internal business lines, which provide internal and external-facing services, but often lack the necessary tools, including IVR, call queuing, and other contact center capabilities.
Voca CIC allows for automation through visual, no-code configuration of self-service interactions, powered by data integrations and conversational AI. To provide seamless connectivity to the back office, Voca CIC allows organizations to leverage intelligent routing through Microsoft Teams native worker activity, backed by real-time analytics. The solution is being offered as a fully managed service through AudioCodes Live for Microsoft Teams and is available as a 30-day free trial on the AudioCodes website, as a native app on the Microsoft Teams Store or Microsoft AppSource.
“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 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.”
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