One app, one screen contact experience in Teams
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 organisation 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
No-code automation
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
Built-in analytics
Real-time dashboards & reports for agent activities, queue stats & IVR performance
Azure-native integration
Leverage MS Teams voice infrastructucture for contact centre capabilities
VOCA brings CX capabilities to every department through a certified, native Microsoft Teams app
How can you use VOCA?
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
Bring every Microsoft Teams user into the service workflow
Provide easily scalable contact centre capabilities together with flexible deployment and management options and the trusted reliability of Microsoft Teams Phone to every Teams user across the business. Microsoft Teams and Voca, the perfect connection for unifying your customer and employee experience.
One app one screen contact centre experience in Teams
Transform Microsoft Teams into a powerful, all-in-one contact centre solution. Built in Azurem Voiceflex VOCA leverages MS Teams calling infrastructure to provide a seankess and reliable communication experience. VOCA allows businesses to manage every customer interaction from a single screen, removing the need for disparate systems and simplifies internal and external interactions enhancing both agent efficiency and customer satisfaction.
- Benefit from the realiability that comes with a native Azure-based app using Teams calling infrastructure for seamless customer and agent communication.
- Organise and manage customer interactions by channel, with advanced call controls and integrated CRM data from one interface.
- Allow an unlimited number of agents and supervisors to log in as Teams users.
Automation designed with agents & customers in mind
IVR has developed from enabling simple menu navigation to driving advanced conversational IVR solutions tailored to diverse business requirements. Automate routine tasks such as providing account balances or product details enabling agents to handle more complex enquiries. Businesses can streamline backend workflows and customer interactions and provide efficient customer service whilst improving operational efficiency and reducing operational costs.
- Embedded conversational AI: Handle routine customer enquiries with pre-trained natural language understanding, speech-to-text, and text-to-speech.
- Drag and drop flow designer with API requests: Create custom call flows for any service scenario quickly and easily.
- CRM integration: Automate data collection and personalise caller experiences with customer information.
Get knowledge into your desk's performance
Transform business operations and enhance customer experiences with powerful reporting and real-time insights.
- Gain insightful details: Access reports on top IVR destinations & contacts, queue activity, digital interactions, call volume & transfer rates.
- Enhance customer experience: Use a real-time dashboard to monitor pending calls, abandonment stats, average wait times, and agent status to quickly maintain service levels.
- Multi-tenancy support: Manage multiple VOCA services across multiple tenants, each with its own secured access for management and reporting. Backed by GDPR and HIPAA compliance.
Download our 2 page PDF here to find out more about VOCA
