Solution Overview

Voca CIC: AI-first Omnichannel Contact Center Entirely Designed for Microsoft Teams

AudioCodes Voca Conversational Interaction Center (CIC) is a Microsoft Teams Unify certified contact center, purpose-built from the ground up using Microsoft Azure Communication Services (ACS), Microsoft’s Calling SDK, and Microsoft Teams Phone Extensibility. While most contact center vendors are just now adopting Teams Phone Extensibility, Voca CIC has been running in production with the Microsoft Unify technology stack since 2022. That early bet gave AudioCodes a technical head start and helped shape Microsoft’s own contact center strategy.

Voca CIC isn’t a bolt-on. It’s a native Teams experience. Agents handle calls, compliance call recording, emails, webchat, and SMS interactions — all from a single screen inside Voca CIC. Built-in AI powers Conversational IVR and Virtual Agents. It automatically captures and summarizes every contact center conversation across 14 languages and delivers transcription, sentiment analysis, and one-click send to CRM. Using role-based access controls, supervisors manage agents, queues, IVRs, IVAs, schedules and flows without IT help. Contact centers get 99.999% uptime for voice interactions, deep reporting, and multi-tenant controls — all delivered as a managed service or hosted in the customer’s Azure cloud.

Every Voca CIC deployment includes conversational IVRs, IVAs, real-time dashboards, call queues, skills, reports, automation flows, call reporting, Supervisor controls, and CRM integration.

Whether you’re running an internal help desk, a voice-only support line or a full voice and digital omnichannel experience, there’s a Voca CIC tier that fits the way your agents work.

CIC1 – Teams Flex Agent is designed for informal agents and employee experience (EX) use cases. Best for: IT help desks and internal support teams.

CIC2 – CX Voice Agent is focused on voice-first contact center agents who live on the phone. Best for: High-volume support teams using voice as their primary service channel.

CIC3 – CX Omnichannel Agent is the full power of Voca CIC, for agents who juggle calls, chat, email and SMS. Best for: Omnichannel digital CX and voice-hybrid teams. To learn more about the available features of each CIC bundle, please visit the Voca CIC webpage on the AudioCodes website.

Voca CIC is built for flexibility. It’s used at large enterprises like UCF (handling 800,000 calls annually across 40+ departments), Berry Global (Fortune 500 multi-national enterprise supporting 300+ agents), and Vanderlande (who replaced another Teams CCaaS after experiencing downtime). Thanks to built-in AI and omnichannel multitasking, teams can add virtual agents, automate call summaries, and handle multiple channels without complex integrations.

In 2025, Voca CIC earned industry recognition with two major awards: "Best Microsoft Teams Contact Center" from UC Today and "Best CX Deployment" from CX Today. Voca CIC later received a Highly Commended recognition for Best CX Partnership with AT&T. The platform also achieved the distinction of being Certified for Microsoft Teams for its Microsoft Teams Unify integration, natively extending Teams Phone capabilities into its contact center solution.

Standards and Certifications

AudioCodes is committed to providing enablement of full GDPR and HIPAA compliance. For more information, refer to the document: GDPR and HIPAA-Ready Notice for AudioCodes Voca Solution.

Voca CIC is certified by Microsoft and tested against strict security and compliance guidelines. It holds M365 SaaS Application Security certification and meets standards like SOC2, GDPR, PCI DSS, FIPS and ISO certifications including ISO 27001 (Information Security), ISO 9001 (Quality Management), ISO 14001 (Environmental Management), ISO 45001 (Occupational Health and Safety), and ISO 27701 (Privacy Information Management). For more information, refer to the document: AudioCodes Voca CIC - Cloud Security Architecture Overview.

Third-party penetration tests are conducted annually, with results available on demand.

The integrated Compliance Call Recording capability, powered by AudioCodes Interaction Insights, is Microsoft-certified and designed to meet MiFID II, GDPR, PCI DSS, HIPAA, and eDiscovery standards.

Voca CIC offers a reliable, modern, and fully integrated Teams AI contact center — ready on day one. The Managed Service for Voca CIC includes implementation services during the deployment phase (e.g., project management, planning and design, setup, and cutover to production) and ongoing day two services (e.g., technical support and configuration changes). Training certifications include Voca CIC Certified Professional and Voca CIC Certified Channel Partner.