Microsoft Teams
Contact Center Solutions:
Why Voca CIC Ranks #1

1

Microsoft Teams Contact Center Solutions: Why Voca CIC Ranks #1

Article originally published by Rebekah Carter of CX Today on July 11, 2024. View here.

AudioCodes is one of the world’s leading vendors of advanced communications software, services,AI solutions and more. Committed to empowering employees in the future of work, unlocking newopportunities in customer experience, and simplifying digital transformation, AudioCodes has
become a true pioneer in its field.
This year, the CXToday team, and our independent CX Awards judging panel chose AudioCodes’
Voca Conversational Interaction Center (Voca CIC), as our number one pick for the Best Microsoft
Teams Contact Center Solution. Here, we’re going to outline what makes Voca CIC a unique solution
for any company looking to unlock the full value of Microsoft Teams for customer experience.

What Makes Voca CIC Stand Out
AudioCodes has worked closely with Microsoft from day one to deliver exceptional solutions
for the rapidly growing number of companies leveraging Microsoft Teams for productivity,communication, collaboration, and now customer experience.
The Voca Conversational Interaction Center is AudioCodes’ certified contact center solution forTeams, offering companies from every industry all the tools they need to deliver exceptionalcustomer service, without the hefty price-tag of competing solutions. This omnichannel contact
center system brings a host of new capabilities into Microsoft Teams, including:

2Webchat and email
customer interactions

Visual flow designers(For workflow automation)

Advanced call queuing

Skill and presence-based
routing

Integrations with Customer
Relationship Management tools

Historical and real-time
reportingCompliant callrecordingSupervisor live
monitoring

Conversational auto-attendantand IVR

Real-time agent
assignment

Microsoft Teams Contact Center Solutions: Why Voca CIC Ranks #1

Plus, it’s available via the cloud, and via an on-premises deployment. Although there are many
attributes that make Voca CIC an incredible contact center solution for Teams, these are thethings that really separate this offering from the competition.

An Azure-Native Contact Center
Many of the contact center solutions for Microsoft Teams leverage models like Connect andExtend to add contact center functionality into Teams. Voca CIC takes a different approach.
AudioCodes leverages a technology stack from Azure Communication Services, the technologythat underpins Teams’ communication capabilities.
It’s the only contact center solution (right now), to offer an Azure-native, reliable integration withMicrosoft Teams that delivers exceptional stability, routing agility, and a unified experience forboth supervisors and agents.

The AI-First Approach
Plenty of leaders in the contact center landscape, including those offering solutions for MicrosoftTeams, have begun experimenting with the benefits of AI. However, most simply integrate cognitive
services into their solution. AudioCodes offers a solution that includes cognitive services preloaded into the platform.
Users can instantly access the power of conversational AI, with natural language understanding(in 16 language variants). There’s a no-code automation system, which allows users to build selfservice IVR flows, powered by conversational AI, ensuring teams can automate and enhance any
calling scenario.
Plus, users can tap into all of the benefits of multi-language speech-to-text, text-to-speech, andnatural language understanding, paving the way for more intuitive interactions.

3Microsoft Teams Contact Center Solutions: Why Voca CIC Ranks #1

Ease of Deployment and User Experience
With its lightweight design, Voca CIC gives companies all the trusted reliability of Teams Phone,alongside a highly customizable interface. Companies can make simple drag-and-drop changes
to their ecosystem, and scale CX capabilities to every Teams user across the company, fromservice desk employees, to departments outside of the contact center.
Every formal and informal contact center agent can leverage the same smart routing and IVR
automation solutions in a single platform. Plus, there are fantastic Teams-based agent andsupervisor desktop agent interfaces, featuring rich call controls, CRM information, details onavailability, and access to wrap-up data and statistics.
With Voca CIC, every team member can create rich and consistent omnichannel experiences
for customers. Plus, they can leverage real-time dashboards and historical reports, allowing
business leaders to make intelligent decisions in real-time. All of this also comes with support
from AudioCodes incredible customer success team.

Exploring the Impact of Voca CIC on Real Teams
Today, Voca CIC stands out as one of the most powerful contact center solutions for Microsoft
Teams. AudioCodes has already helped countless companies unlock incredible productivity andenhanced customer experiences with this ecosystem, here are a few example success stories.

4Microsoft Teams Contact Center Solutions: Why Voca CIC Ranks #1

Vanderlande Optimizes CX
Vanderlande, a leader in logistic process automation, leveraged the Voca CIC system for their
mission-critical 24/7 customer service operations. The technology is now powering more than 170
of the company’s hotlines, including it’s essential 24/7 lines, thanks to AudioCodes’ Azure-based
and geo-redundant cloud architecture.
Working with AudioCodes has allowed Vanderlande to consolidate its unified communications
and contact center solutions, and implement a highly stable and reliable contact center
environment. The firm is taking full advantage of Voca CIC’s conversational AI capabilities forenriched insights, advanced call routing, and straightforward integrations with essential businesstools. Now, Vanderlande has the resources it needs to preserve mission-critical operations, evenin peak seasonal periods.

UCF Eliminates Unnecessary Downtime
After facing regular challenges with system uptime and infrastructure redundancy, the Universityof Central Florida (UCF), chose AudioCodes Voca CIC as their new contact center solution. Thistechnology, purchased through Azure marketplace, has given UCF a scalable environment that’seasy to manage, integrates with their existing systems, and unlocks the power of conversational AI.
With Voca CIC, UCF has been able to reduce costs, improve call and contact center reliability, anddevelop deeper insights into their customer base. Plus, they’ve been able to rapidly scale theirinvestment, configuring Voca CIC for all 40 of their contact center desks.

5Microsoft Teams Contact Center Solutions: Why Voca CIC Ranks #1

Berry Global Migrates to Microsoft Teams
Leading manufacturer of plastic packaging and engineered products, Berry Global wanted tostandardize its global telephony and contact center infrastructure around a central platform.
They decided to migrate to Microsoft Teams, and implement AudioCodes’ hardware, Voca CIC
solution, session border controllers, and meeting room devices.
With the support of AudioCodes’ customer success team, Berry Global was able to completelytransform its communication ecosystem, enhance productivity, boost customer experience,and reduce communication costs. The company commended the AudioCodes’ incredible
commitment to providing consistent guidance and support throughout the transitional periodand beyond.

Voca CIC: The Ultimate Microsoft Teams Contact Center
The number of companies offering contact center solutions for Microsoft Teams is consistently
growing. However, no other vendor delivers the same unique combination of features, capabilities,and support provided by AudioCodes.
The Voca CIC solution for Microsoft Teams combines a unique native Azure architecture, within-built conversational AI capabilities and exceptional ease of use. For any company looking tounlock the full potential of Microsoft Teams for collaboration, communication, and omnichannel
customer service, there’s no better or more powerful offering on the market.

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Omnichannel Experience Now!

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Build a conversational contact center flow withomnichannel in a few minutes.

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Interaction Center onTeams Store

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Microsoft Teams Contact Center Solutions: Why Voca CIC Ranks #1