Solution Overview

AudioCodes Voca Conversational Interaction Center (CIC) is a certified Microsoft Teams contact center platform—purpose-built from the ground up using Microsoft Azure Communication Services (ACS) and Microsoft Teams Phone Extensibility.

Voca CIC isn’t a bolt-on. It’s a native Teams experience. Agents handle calls, chat, email, SMS, and AI interactions—all from a single screen inside Teams.

Supervisors manage queues, IVRs and IVAs, and manage flows without IT help. The IT team gets 99.999% uptime for voice interaction services, deep reporting, and multi-tenant controls—all delivered as a managed service or hosted in the customer’s Azure cloud.

Every deployment offers the full range of contact center capabilities: conversational IVRs, IVAs, real-time dashboards, call queues, skills, reports, automation flows, call recording and CRM integration. Agent interfaces are clean and role-based, and licensing is transparent: CIC1 for lightweight CX agents, CIC2 for CX voice agents, CIC3 for voice & digital CX 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 (Fortune500 multi-national enterprise), 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 2024, Omdia called Voca CIC “the only true MultiCaaS offer for Microsoft Teams,” recognizing its use of the same underlying Azure APIs and SDKs as Teams Phone itself.

After being named Best Microsoft Teams Contact Center in the 2024 CX Today Awards, Voca CIC have followed up in 2025 with a win for Best CX Deployment and a Highly Commended recognition for Best CX Partnership with AT&T.

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.

Penetration tests are conducted multiple times a year, with results available on demand. Voca CIC delivers what others promise: a reliable, modern, and fully integrated Teams 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).