Solution Overview

Today's modern workplace demands a new approach to customer experience (CX), one that not only empowers Workers (agents) to enjoy their jobs and provide exceptional service to customers, but also enables internal business lines to provide top-notch service throughout the organization.

AudioCodes Voca Conversational Interaction Center (CIC), a cloud-based omnichannel contact center with built-in Conversational AI is designed entirely for Microsoft Teams and unifies your customer and employee experience.

With Voca CIC as a native Microsoft Teams application, you can consolidate your unified communications and contact center into one screen, allowing every Microsoft Teams user to become a potential Worker. Now Workers have real-time access to back-office experts to help improve responsiveness, remove department silos, and improve connection among employees.

Voca CIC is built on Microsoft Azure and uses Microsoft Teams for calling, offering contact centers the reliability and trust of an Azure-native application.

Voca CIC offers omnichannel support, allowing customers to choose their preferred interaction method among voice, email, and webchat. Workers and supervisors have the flexibility to manage their availability across the various channels in one screen and multitask on customer interactions based on changing demand or Worker skills.

Voca CIC’s core capabilities include a drag-and-drop flow designer, dedicated Worker and supervisor user interface, CRM integration, skill-based routing, behavioral routing, real-time dashboard and historical analytics, providing users with just the right set of features.

With flexible deployment and connectivity models, Voca CIC can integrate with any PBX, contact center, or unified communications platform, allowing customers to manage the contact center, IVR, auto-attendant and call queues in one centralized multi-tenant application, serving multiple voice platforms in parallel.

Voca CIC is GDPR and HIPAA compliant and available from AudioCodes as a Cloud or On-premises solution, offering rapid deployment from zero-to-service in just a few days.