Conversational Interaction Center

Customer Experience for Employees Beyond theContact Center in Microsoft Teams

Voca CIC enables departments like the IT Helpdesk, HR department, Sales team, Securityteam, and Travel desks with lightweight customer experience capabilities directly
integrated with Microsoft Teams.

M365 SaaS Security &Compliance Certified

When Voca CIC is deployed on top of Microsoft Teams, every Teams user becomes a potential agent.
This is especially relevant for certain departments beyond the contact center, which provide internal andexternal-facing service. For example: IT Helpdesk, Sales teams, HR desks, Security teams, Legal team andTravel desks. We refer to the people who sit in these departments as internal agents.
Users situated within these departments provide ongoing service to individuals in and out of the organization.
Now they can leverage relevant CX capabilities they’ve been missing like: Intelligent Routing, After-hour Call
Handling, IVR, Queuing and Reporting.
By extending Teams with Voca CIC, you add the most critical components for providing quality service
without the hefty price tag and “nice to haves” of premium contact centers that typically go far beyond
everyday needs.

A perfect fit between not enough and “I’ll never use this feature”
Azure-native Integration withMicrosoft Teams

Conversational Interaction Center

Custom User Access Profiles
Usage-based Pricing withunlimited agents
Multi-Tenancy

1

Microsoft Teams

Fills the gap between Teams contact
center capabilities and a premium
contact center vendor

Premium Contact
Center Vendor

Voca Conversational Interaction Center for Microsoft Teams

Every Teams User Becomes a Potential Agent
Who are Internal Agents?
(Employee Experience)

Back-officeExperts

Microsoft Teams users who provide ongoing internal &external service but don’t reside in the main service desk.

(Product, Marketing, andR&D Departments, etc.)

Who are Back-office Experts?

IT Helpdesk, Travel Desk,Security Team)

Trusted & knowledgeable staff members who can assist an
agent with a detailed solution to a complex customer issue.

Internal Agents

Main Service DeskContact Center Agents

Empowering IT Helpdesk With Contact Center Capabilities
Microsoft Teams

Skill-based routing to IT
professionals based on inquiry type

Automation of self-service
scenarios (e.g. password reset)

Queue up callers and handle
after-hour routing

CRM/IT ticketing screen orinformation pop-up

IT Helpdesk EX Agent

2Internal Employee

Voca Conversational Interaction Center for Microsoft Teams

Empowering Sales Teams With Contact Center Capabilities
Microsoft Teams

IVR segmenting callers acrossproduct groups, regions andcustomer types

After-hour call handling and VIPcaller prioritization

CRM-based routing toaccount managers

Sales calls reporting andanalytics

Customer/Prospect

Sales Team CX/EX Agents

Empowering 24/7 Departments With Contact Center Capabilities
Microsoft Teams

Auto-Attendant Company Directory
powered by Conversational AI

Emergency call priority routing

Managing 24/7, on-call agent
availability with intelligent routingCentralized team voicemail

Urgent Caller(Internal or External)

3

Reception, Security andTravel Desk EX Agents

Voca Conversational Interaction Center for Microsoft Teams

Expanding CX Capabilities
To Employees Beyond the Contact Center

Onboard Voca CIC via the web
Sign Up

Take Voca CIC for a test driveand enjoy a 30-day free trial!

Phone numbers for immediate testing of your Voca CIC contact center call flows
are provided by AudioCodes free of charge.

1 Hayarden Street, Airport City, Lod, 7019900, Israel
Tel: +972-3-976-4000
80 Kingsbridge Rd - Piscataway, NJ 08854
Tel: +1-732-469-0880©2024 AudioCodes Ltd. All rights reserved. AudioCodes, AC, HD VoIP, HD VoIP Sounds Better, IPmedia,Mediant, MediaPack, What’s Inside Matters, OSN, SmartTAP, User Management Pack, VMAS, VoIPerfect,VoIPerfectHD, Your Gateway To VoIP, 3GX, VocaNom and AudioCodes One Voice are trademarks orregistered trademarks of AudioCodes Limited. All other products or trademarks are property of theirrespective owners. Product specifications are subject to change without notice.

www.audiocodes.com

4Voca Conversational Interaction Center for Microsoft Teams