Multi-Tier & Multi-tenant Management

Voca CIC has long supported multi-tenant environments, allowing service providers to manage multiple tenants—whether different end customers, contact center desks, or sites—under a single provider instance.

With this release, we're introducing a new multi-tier management layer on top of the existing multi-tenant architecture.

This enhancement adds a third hierarchical level, enabling Service Providers to manage multiple distinct Channels (Partners), each with its own isolated set of tenants. This capability is particularly valuable for Service Providers or Partners operating across different resellers, regions, or customer groups, each requiring independent administration and tenant isolation.

The new multi-tier, multi-tenant management capability is available directly within the Voca CIC administration portal, or through integration with AudioCodes Live Platform, providing flexible control depending on the operational model.

Whether managed centrally or via delegated access, this new structure allows for scalable, organized, and secure administration across complex deployments.

The AudioCodes Live Platform, integrated with Voca CIC, offers a powerful, cloud-based solution that enables service providers and channel partners to deliver and manage Microsoft Teams-based contact center and voice services at scale. Voca CIC’s integration with Live Platform brings advanced customer engagement features—such as intelligent IVRs, AI-powered call routing, omnichannel capabilities, and live agent support—into the Live management framework, creating a seamless, end-to-end solution for both UC and contact center services.

The Voca CIC’s Live platform supports a three-tier management model

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Service Provider (SP) – Top-level governance, licensing oversight, and branding.

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Channel Partner (Channel) – Delegated control over specific customers or regions.

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End-Customer (Tenant) – Isolated contact center environments with per-tenant customization

Each tier benefits from role-based access, and flexible service packaging—while leveraging shared platform intelligence and security.

Key Benefits of the Voca-Enabled Live Platform

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Streamlined Deployment – Rapid onboarding of new Voca CIC tenants and services across multiple layers (SP, channel, end customer) with automated provisioning.

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Full Visibility and Control – Centralized dashboard for managing Voca contact center features alongside voice and Teams Direct Routing services.

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Operational Scalability – Built-in hierarchy allows growth across markets without losing governance or introducing complexity.