Contact Center Innovation
Solutions for Modernizing Any Contact Center
AudioCodes Contact Center Innovation solutions bring together the latest advances in voice technology to help forward-thinking
organizations modernize their contact centers with minimal effort and investment. These solutions, which are already powering
hundreds of contact centers around the globe, augment our leading products for all deployment types, whether on-premises or inthe cloud.

AudioCodes’ contact center innovation solutions cover:• Enabling conversational AI.
• Providing call connectivity with BYOC and unified communications platforms.
• Work from anywhere.
• Click-to-call from the web or mobile applications.
Modern contact centers allow customers and agents to connect from anywhere, with any content type, and unleash the power of AI
to enable faster interactions, deeper insights and significant cost reduction – and, most importantly, to deliver superior experiences
for both customers and customer service teams.

EnterpriseUC

AudioCodes Oﬀering for Contact CenterCustomers

Voice

PSTN, VoIP
web/mobile

Contact CenterVideoAgent

Click-to-Call

Work fromAnywhere

VoIP Click-to-Callfrom Web and Mobile

Desk Phones
WebRTC Phones

Voice

Infrastructure for:

Virtual Agent
Agent Assist

SIP & PSTNEnterprise UC PlatformVideoPSTN, VoIPWebRTC

Contact Center Innovation as a Service
AudioCodes’ Live CX is a complete portfolio consisting of all the solutions above, based on our field-proven technologies, and provided
as managed services. AudioCodes Live CX allows customers with contact centers to outsource the IT and technology side to Voiceover IP specialists, so that they can concentrate on their core business and strategy. When it comes to contact centers, AudioCodes
Live CX provides everything you need – the managed service platform, the support services and the products themselves – to achieve
optimal results.

ENABLING
CONVERSATIONAL AIIntelligent contact centers (ICCs) use modern AI technologies to provide more naturaland personalized communication with customers through an improved human-machineinterface. It automates parts of voice conversations and implements various voice use
cases such as virtual agents, agent assist and conversational IVR. AudioCodes enables
the use of AI-based voice-bots by offering a communication hub that creates a bridge
between any bot framework, any telephony system and any cognitive speech service tosupport virtually any voice-bot use case. It facilitates a best-of breed approach, where eachcompany can choose different providers for different parts of the call process.

CALLCONNECTIVITY
WITH MICROSOFTTEAMS AND BYOC

As communications transform to all-IP globally, there is a need to connect contact center
platforms to SIP trunking services and to interconnect with internal communications
systems – including cloud UC platforms such as Microsoft Teams and Zoom, PBXs andconferencing solutions. AudioCodes’ market-leading session border controllers (SBCs)
handle the interworking between the different vendor implementations of the SIP standard
and increase SIP connectivity security.

AudioCodes supports contact centers that want their agents to always enjoy the best
voice quality, whether they are working from home or from any other remote location.
AudioCodes’ WebRTC technology offers a cost-effective and very easy to implement
solution for working from anywhere, including:

WORK FROMANYWHERE• A fully featured WebRTC soft phone integrated with the contact center desktop
application, or an SDK to create a self-developed soft phone.

• A feature-rich, highly secure WebRTC gateway, fully integrated with AudioCodes’SBCs, offering seamless connectivity with the contact center application.

• A centralized monitoring system supplying per-agent voice quality statistics andcentralized management capabilities.

CLICK-TO-CALL

Click-to-call is a method to initiate an immediate, real-time call from a website or mobile
application to a company, simply by clicking a button or a link. The AudioCodes click-to-callsolution, based on WebRTC, establishes the call over the IP network, where the customer
continues browsing online, with the voice call actually becoming an integral part of theexperience. Smart implementation of VoIP click-to-call over data networks brings otheradvantages as well:• Web metadata is available for the agent to use.
• Shorter handling time resulting from web pre-qualification agent routing andembedded visual IVR.

• No toll-free service provider charges.
• Options for video calling and co-browsing.

Find out more about our solutions for contact center innovation.
International Headquarters
1 Hayarden Street,
Airport City
Lod 7019900, Israel
Tel: +972-3-976-4000
Fax: +972-3-976-4040

AudioCodes Inc.
200 Cottontail Lane,
Suite A101E,Somerset, NJ 08873
Tel:+1-732-469-0880
Fax:+1-732-469-2298

Contact us: www.audiocodes.com/contact
Website: www.audiocodes.com©2021 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,
AudioCodes One Voice, AudioCodes Meeting Insights, AudioCodes Room Experience andCloudBond are trademarks or registered trademarks of AudioCodes Limited. All otherproducts or trademarks are property of their respective owners. Product specifications are
subject to change without notice.
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