One-screen, AI-first Contact Center Experience
Voca CIC enables your agents with real-time access to back-office experts during service calls. Accelerate resolution times, remove department silos, and ramp up employee experience.
Today’s modern workplace demands a new approach to customer experience, one that not only empowers agents to enjoy their jobs and provide exceptional service to customers but enables internal business lines to provide top-notch service throughout the organization too.
AudioCodes Voca CIC, a lightweight CCaaS with built-in Conversational AI, is designed entirely for Microsoft Teams to unify your customer and employee experience.
With Voca CIC as a Microsoft Teams App, you consolidate your unified communications and contact centre into one-screen, allowing every Teams user to become a potential agent.
Voca CIC is a Azure-native integration with Teams and offers a unique mix of contact centre and voice expertise, making it an ideal solution for organizations looking to modernize their CX capabilities with minimal upfront costs.
A one-screen, AI-first contact centre experience
Build self-service IVR flows using an intuitive flow designer with built-in conversationsl AI
Modern agent desktop
Agent iterface with rich call controls, CRM information, availability, wrap-up and stats
Real-time dashboards & reports for agent activities, queue stats & IVR performance
Leverage MS Teams voice infrastructucture for contact centre capabilities
Use VOCA CIC to bring modern contact centre capabilities to Microsoft Teams
Leverage the tighest Microsoft Teams contact centre integration
With the tightest Teams connectivity and bi-directional presence-based logic, the VOCA CIC allows a seamless switch from agents to UC users
Bring every Microsoft Teams user into the service workflow
Empower formal contact centre agents as well as internal agents residing in internal business lines with smart routing and IVR automation, all living under one single platform
Build intuitive self-service flows to automate any service scenario in the world
Combine conversational AI with advanced IVR logic and API requests for real-time data dips, allowing you to automate any calling scenario with a powerful no-code flow designer for building IVRs
Combine conversational AI that works out of the box in VOCA CIC call flows
Enjoy pre-integrated, multi-language speech-to-text, natural language understanding and text-to-speech to empower your callers with an innovative service experience that let's them talk through the menu