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
Start with real user needs, not technology features, and work backwards to the right solution.
