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AudioCodes Voca CIC Now Recognized in Microsoft Teams

In a significant move that underscores its commitment to enhancing customer interactions through advanced technology, AudioCodes has announced that its Voca Conversational Interaction Center (Voca CIC) has obtained certification for the Microsoft Teams Unify integration model tailored for voice agents. This certification positions Voca CIC among the initial solutions recognized under the newly established Microsoft Teams Voice Agent Certification Program.

Expanding the Capabilities of Voca CIC

This latest achievement builds upon Voca CIC's earlier certification for the Microsoft Teams Unify integration model specifically for contact centers. With the voice agent certification, Voca CIC extends its certified functionalities from traditional live agent workflows to include AI-powered conversations. This adaptability allows businesses to integrate AI effectively, enhancing operational efficiencies and creating seamless customer interactions.

The Voca CIC’s AI Voice Agents can manage incoming calls, respond to inquiries, verify callers’ identities, and comprehend the intent behind each call. This functionality ensures that calls are correctly routed to the designated Teams Phone destination, whether it be an Auto Attendant, a Call Queue, a specific Teams user, or a live Contact Center agent. Importantly, the complete context of the caller's interaction is maintained throughout the journey, allowing callers to reiterate their needs succinctly when transitioning from AI to a live agent.

A Streamlined Customer Experience

The dual certification of Voca CIC highlights its effectiveness in two core areas of customer experience on Microsoft Teams: the engagement in a direct Contact Center setting and the assistance provided by AI Voice Agents. This integration promises to revolutionize how organizations approach customer service, effectively merging human and AI capabilities to improve response times and overall satisfaction levels.

To attain this crucial certification, Voca CIC underwent rigorous independent third-party functional validation and comprehensive security and compliance evaluations by Microsoft. These assessments confirmed that Voca CIC meets strict enterprise standards concerning data handling, security protocols, latency issues, and the accuracy of AI responses.

Fully Managed Service Offering

AudioCodes presents Voca CIC as a fully managed service, encompassing everything from implementation to ongoing support. This allows businesses advancing their cloud and AI strategies on Microsoft Teams and Azure to have a single point of contact for their customer experience needs, covering capabilities ranging from Contact Center as a Service (CCaaS) to AI-driven voice solutions.

Elad Sananes, Head of Product Management for Voca CIC at AudioCodes, remarked, "Voice AI excels where it genuinely performs. This accomplishment reflects intelligent and efficient leveraging of a sophisticated technology stack, consolidating an AI experience built on Azure that connects interactions from the Voice Agent to live users within the Microsoft Teams client."

Collaborative Efforts with Microsoft

The collaboration between AudioCodes and Microsoft is positioned to empower organizations to deliver exceptional AI-powered customer engagement experiences. Albert Kooiman, General Manager at Microsoft, expressed his enthusiasm regarding the partnership, indicating that it simplifies deployment processes and accelerates innovation, ultimately benefitting those they serve.

For businesses eager to evaluate Voca CIC, AudioCodes provides a 30-day free trial available via its website, Microsoft Marketplace, and the Teams Store. Prospective clients can swiftly set up a conversational contact center, complete with AI and omnichannel features, along with a complimentary phone number for immediate evaluation.

Connect with AudioCodes

AudioCodes encourages individuals and organizations to engage with its community and stay updated through its channels, including the AudioCodes Voice Blog, LinkedIn, X, Facebook, and YouTube. As a pioneer in enterprise voice and VoiceAI solutions, AudioCodes leads the charge in transforming every conversation into a strategic advantage for businesses.

To learn more about AudioCodes and its offerings, please visit AudioCodes.