AudioCodes has announced that its Voca Conversational Interaction Center (CIC) now supports Microsoft Teams Phone extensibility.
“We’re immensely excited and proud to continue leading the Microsoft Teams CCaaS area with Voca CIC’s newly announced support for Teams Phone extensibility,”
Gidi Adlersberg, Head of the Voca CIC Business Line at AudioCodes, said.
Announced at Enterprise Connect, this new capability powered by Azure Communications Services offers a seamless connection between CCaaS and Teams.
Why AudioCodes is Enhancing Teams Integration
Many organizations currently struggle with disjointed communication systems between their contact centers and internal teams. Companies have implemented various solutions to bridge these gaps but often face challenges with complex integrations and reliability issues.
Teams Phone extensibility is seen as a solution that can address these integration challenges by offering standardized provisioning and enhanced reliability. Now, thanks to this integration, organizations using AudioCodes’ Voca CIC can achieve more seamless integration with Teams Phone’s core communication infrastructure and simplified provisioning and management.
“Enabling CCaaS capabilities in Voca CIC on top of Teams Phone extensibility simplifies deployment for customers and represents a major leap in how organizations can use Teams Phone for their customer engagement needs,”
Albert Kooiman, Senior Director, Microsoft Teams Partner Engineering and Customer Experiences, said.
It also allows them to leverage AI capabilities from the AI-first Voca Conversational Interaction Center. The solution provides intelligent routing, real-time call insights, and advanced analytics as built-in features, now delivered under standardized Microsoft practices. Additionally, it offers enterprise-grade reliability with 99.999% uptime tied to Teams Phone.
“Teams Phone extensibility gives us a trusted, standardized Microsoft platform that brings together Teams Phone with the newest AI and Intelligent Routing capabilities from Azure Communication Services, combining the best of both worlds to power up the next generation of Voca CIC in the market,” Adlersberg said.
Availability and Implementation
Voca CIC is part of AudioCodes’ Live Platform, featuring one of the most extensive Microsoft-certified portfolios of products and services in the industry.
Already, AudioCodes has worked on enabling integrations for various elements of Microsoft Teams.
Its Meeting Insights solution centralizes all meeting data from Teams into one secure, searchable location, ensuring easy access and organization.
Its partnership with Kramer also allows companies to add Teams Rooms solutions to rooms of all sizes—from small huddle rooms to large boardrooms.
This recent solution is available as a 30-day free trial on the AudioCodes website, as a native app on the Teams Store, or through Azure Marketplace.
