UC Today’s Kieran Devlin sits down with Gidi Adlersberg, Voca CIC Business Line Manager at AudioCodes, to explore what Microsoft’s new Unify certification really means for Teams-based contact centers. With a decade at AudioCodes and a frontline role in developing Voca CIC, Gidi offers rare insight into how Azure-native integrations, SDK-driven stability, and AI standardisation are reshaping the CX landscape. If you’re planning your next-generation customer experience strategy, this is an essential watch.
Microsoft’s Unify model is rapidly becoming the benchmark for Teams contact center integration — but what makes it different, and why does it matter? Gidi unpacks the technical and strategic implications, from five-nines reliability to the future of Azure-native voice.
In this conversation, Gidi shares:
- What Unify actually is - and why SDK-based integrations outperform SIP and Graph API approaches.
- The biggest misconceptions enterprises still hold about Teams-contact center connectivity.
- Why AudioCodes became an early Unify pioneer, and what it learned from real-world deployments.
- How Unify future-proofs CX, aligning with Microsoft’s own Teams Phone and Dynamics 365 Contact Center stack.
Gidi also offers one standout piece of advice for IT and CX leaders