Voca CIC Flex App for Lightweight CX Agents

The new Voca CIC Flex App is designed for lightweight CX agents who want more than basic call controls and queuing experience that come with the Teams client. Flex App users often sit in internal contact centers like the IT Helpdesk, Reception, Travel or small service desks who handle lower call volumes.

In the Flex App, users can expect contact center functionality like CRM integration, call wrap-up, Supervisor live monitoring, and agent hunting based on Teams Presence.

In contrast, the Voca CIC Worker App, used by high-capacity CX agents includes advanced queuing, agent settings, omnichannel and call recording for a more advanced contact center experience.