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AudioCodes Adds Omnichannel Capabilities to Voca CIC

By Tracey E. Schelmetic March 15, 2024

A fair question: How do call centers ensure that digital interactions are being handled as well as voice calls?

Many companies today still prioritize phone calls, though customers expect the same level of attention regardless of channel. Most contact centers benefit from the ability to “push” digital communications to agents as needed; this ideally ensures that quality metrics remain high across channel experiences.

Communications software company AudioCodes has announced that its Voca Conversational Interaction Center (Voca CIC) is now an omnichannel contact center for Microsoft Teams, adding email and webchat to the existing voice experience. Voca CIC is an AI-first Microsoft-certified contact center with an Azure-native integration for Microsoft Teams.

Voca CIC provides users with the reliability of Microsoft Teams Phone, the ability to make visual drag-and-drop changes, a usage-based subscription model, and conversational AI provided completely out of the box, according to the company. It was designed to scale customer experience capabilities to every Teams user across the company — for the main service desk or departments beyond the contact center.

With the new omnichannel experience, Voca CIC offers the only agent status bar with individual channel-specific availability on the market. This gives contact center agents and supervisors flexibility to manage their availability across multiple digital channels and multitask based on changing demand or agent skills.

The new channel-specific status bar allows Voca CIC to automatically push digital customer interactions to agents based on availability status by channel and maximum capacity, rather than have agents hand pick interactions out of a queue. By doing so, Voca CIC's omnichannel experience ensures digital interactions enjoy the same level of attention as voice interactions do.

"We're delighted to deliver our first ever omnichannel experience to our customers with the addition of digital channel support in Voca CIC," says Gidi Adlersberg, Head of Voca CIC Business Line at AudioCodes. "This represents another strategic evolution in Voca CIC, becoming one of the most reliable and capable contact center options in the Microsoft Teams ecosystem."




Edited by Alex Passett
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