Create Consistent Customer Experiences
Across Voice, Webchat, & EmailVoca CIC supports omnichannel CX, providing your customers a consistent and integrated
experience across voice and digital engagement channels using email or webchat.
One-Screen
Agent & Supervisor
Experience

Equal Focusfor Voice andDigital Interactions

ManagedMultitasking

Authentic View ofAgent Activity

AudioCodes Voca Conversational Interaction Center (CIC), a cloud-based omnichannel contact center with built-in
Conversational AI, is designed entirely for Microsoft Teams and unifies your customer and employee experience.
Whether your customers are sitting in traffic, a quiet room, or a busy factory - they want options for reaching an agent.
Allow them to engage with your service desk on their own time and their preferred voice, email, or webchat channel,
while Voca CIC guides your agents to a consistent customer experience.
Contact center agents and supervisors using Voca CIC can now multitask between voice and digital interactions in a
one-screen experience for equal treatment of voice and digital interactions. This allows agents and supervisors flexibility
to manage their availability and serve customers across multiple digital channels based on changing demand oragent skills.

Voca CIC Omnichannel Core Capabilities
One-screen Experience
Agents need the efficiency of interacting with customers from a single screen. Agents can accesslive CRM information during calls and multitask on digital interactions between email and webchatwithout switching between apps.

Website Chat Widget
A custom live webchat widget on your website gives customers the positive experience of engaging
with a live agent, the ability to respond with emojis, and attach files all while being accessible ondesktop and mobile.

Channel-specific Availability
Unlike a call, agents can handle multiple digital interactions simultaneously. Agents can toggle
between ‘Ready’ and ‘Not Ready’ status for each interaction channel independently, allowing themto manage multiple interactions across channels, while controlling how many interactions theyhandle at once.

Intelligent Email and Webchat Routing and Management
Customers may reach out to your contact center through email and webchat. All incoming emails
and webchats are intelligently routed to the relevant email queue, with last agent settings andoverflow controls set so every interaction is handled.

1

Voca Omnichannel - Create Consistent Customer Experiences Across Voice, Webchat, & EmailDigital Interaction Notifications
Receive instant alerts in the Worker app or desktop when customers initiate new messages via
email or webchat, ensuring prompt responses and equal treatment of voice and digital interactions.
Agents can easily answer or decline an interaction in the notification.

‘Last Agent’ Interaction Routing
Give customers the comfort of working with a familiar agent. Ongoing emails and webchats routeto the last agent to handle the customer interaction, helping to reduce handling time. If the lastagent is unavailable, the interaction will forward to the next available agent.

Digital Queue Groups
Help your agents never lose context of an interaction. Queue groups organizes every email andwebchat interaction into the correct queue, so agents know when they are handling an interaction
for a refund, order tracking, or any queue you create.

Supervisor Escalation Request
Some customer interactions need to be escalated. Agents can one-click notify supervisors about
specific digital interactions requiring special attention.

More Supervisor Controls
Supervisors now have better control over monitoring agents, opting agents in or out of queues andgaining real-time insights into agent activities across all channels from a single screen.

Conversation History
Need to have a review of a customer interaction? Agents and supervisors can quickly retrieve pastinteractions, including email and webchat transcripts, call details, and shared files, helping agentsand supervisors to better understand customer needs and improve service quality.

Conversation Templates
Save your agents from typing out a response to repetitive customer requests. Agents can use
pre-defined templates for email and webchat replies, customizable to suit specific conversations.

Real-time Dashboard
Supervisors and Contact Center Managers have a single pane of glass to monitor essential
statistics (pending, handled, abandoned interactions, average waiting, and answering times) for
each communication channel in real-time, all on a single screen.

Reporting on Email and Webchat Interactions
Access comprehensive historical reports on agent and queue activity for email and webchat,providing administrators and supervisors with detailed insights into every interaction initiated andreceived by agents.

2Voca Omnichannel - Create Consistent Customer Experiences Across Voice, Webchat, & EmailHow Voca CIC Omnichannel Experience is DeployedFlexible Licensing Model

Conversation History Retention

Access Voca CIC’s omnichannel experience throughStore up to 12 months of conversation history for

managed service (Voca Live).

record of customer communications.

a concurrent agent licensing model, available as awebchat interactions, providing a comprehensive

Multiple Deployment Types

Extended Retention Options

Choose from flexible options for deploying Voca CIC

Extend conversation history retention beyond 12

your organization’s Azure environment for seamless

enabling you to self-retain conversation data as

and omnichannel on the AudioCodes Azure Cloud ormonths by leveraging an API database connector,integration.

needed, ensuring access to historical interactions.

Email Retention
Retain emails on your organization’s email server,whether it’s M365 Mail Server or Microsoft Exchange
Online, ensuring data security and compliance.

Sign up for theVoca CIC free trial

Try Voca CIC’s
Omnichannel Experience Now!

Sign Up

Take Voca CIC for a test driveand enjoy a 30-day free trial!
Build a conversational contact center flow withomnichannel in a few minutes.

Naimi Park, 6 Ofra Haza Street,
Or Yehuda, Israel, 6032303
Tel: +972-3-976-4000
www.audiocodes.com

Voca Conversational
Interaction Center onTeams Store

80 Kingsbridge Rd - Piscataway,
NJ 08854
Tel: +1-732-469-0880

Search Voca
Conversational
Interaction Center on
Microsoft AppSource orMicrosoft Teams Store

Want to learn more
about Voca CIC?
Visit the Voca CIC Page

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Voice are trademarks or registered trademarks of AudioCodes Limited. All other products
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3Voca Omnichannel - Create Consistent Customer Experiences Across Voice, Webchat, & Email