VocaCIC
The Voca Conversational Interaction Center on Live Platform provides an Omnichannel customer experience on Microsoft Teams Contact Center:for your main service desk and departments, serving as a native Azure-based app using Teams calling infrastructure and client platform to deliver collaborative customer and agent connection. Featuring: Voice; Email; SMS & Webchat Customer Interactions; Intelligent Routing; Flow Automation; Open CRM Integration and Real-time and Historical Analytics.
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Self-Service IVA & Conversational IVR: Voca CIC’s IVAs and Conversational IVR enables customers to speak freely and resolve issues with intelligent, personalized voice assistants that can automate any service scenario, freeing agents for higher-value tasks, while reducing wait times and misrouted calls. |
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Pre-trained Conversational AI |
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Built-in Microsoft Cognitive Services |
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CRM & 3rd-party Bot Integration |
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Omnichannel Experience: Provides a seamless experience traversing voice and digital channels. Multitask across channels from a single screen and manage agents queue availability based on customer demands and agent skills. |
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One-screen Agent Experience |
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Intelligent Interaction Routing |
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Channel-specific Agent Availability |
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App + Desktop Push Notifications |
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Supervisor Flag & Monitor |
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AI Receptionist: Enables conversational AI to confidently handle and route calls the first time. Voca CIC’s AI Receptionist allows callers to voice their reason for calling using intuitive voice responses to swiftly direct them to the appropriate contact, department or call queue. |
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Custom Company Vocabulary |
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Company Address Book Sync |
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Microsoft Teams Presence-based Routing |
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Built-in Voicemail & Notifications |
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Call Hunting Across Devices |
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Agent & Supervisor Experience: Keep conversations in one place by integrating live customer contextual data and IVR/IVA details for agents. Take full control of the contact center with real-time reskilling and requeuing, live monitoring and wrap-ups. |
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Supervisor Live Monitoring |
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Agent & Supervisor Teams Apps |
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Contextual Data Display |
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On the Fly Supervisor Controls |
SIP Connections can be established between the Voca CIC service and other Live Platform and Microsoft Calling services including:
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Third-party Live CX service |
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Microsoft Operator Connect |
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Operator Connect Service Providers |
Call Flow logic for the SIP Connections is configured in the Voca CIC interface for routing calls to the relevant entity. For example, you can transfer a call or send SMS messages to a Call Center.SBC scripts provide the basic setup including creating a Proxy Set and SIP trunk for the Voca service.
The Voca CIC Management portal and Service portal can be accessed Single Sign-on from Live Platform and are context-sensitive according to the permissions of the logged in user. See Voca and Live Platform Service Mapping for mapping of Live Platform and Voca CIC entities.