AudioCodes Voca
AudioCodes Voca
Voca is a certified Microsoft Teams Contact Center built in Azure with ready-to-use conversational AI. With a lightweight design, Voca gives you the trusted reliability of Teams Phone, the speed to make drag-and-drop changes, and flexibility of only paying for what you need. Voca easily scales to every Teams user across the company — whether it’s the main service desk or departments beyond the contact center. Microsoft Teams and Voca, the perfect connection for unifying your customer and employee experience.
Key Features
Drag-and-drop Flow Designer with API Requests
Build custom call flows for any service scenario in minutes, with a no-code flow designer to automate connection to all your systems.
CRM Integration
Connect your CRM data with a Conversational IVR call flow to automate data collection into CRM and personalize caller experiences with customer information like open tickets, prescription renewals, purchase history, etc
Voca is Built in Azure & Uses Microsoft Teams Calling
Trust the reliability that comes with a native Azure-based app using Teams calling infrastructure & client platform to deliver collaborative customer and agent connection.
Manage Every Customer Interaction from a Single Screen
Organize interactions by channel and service complex interactions with dedicated call controls, and integrated CRM data right from the Worker App.
No Agent Limitations
A limitless number of agents and supervisors can log in as Teams users to the Voca Worker Application.
Embedded Conversational AI
Use pre-trained Natural Language Understanding, Speech-to-text, and Text-to-speech to handle routine customer questions and free up your agents for more challenging issues.
Benefits
Enhanced Customer Experience
Voca leverages conversational AI to automate interactions, such as IVR (Interactive Voice Response) and call queuing, providing customers with quick and efficient service
Seamless Integration
Voca integrates smoothly with Microsoft Teams, consolidating telephony and contact center functionalities into a unified communications platform
Flexibility
It can connect with various PBX systems and contact centers, offering flexibility in deployment and ensuring compatibility with existing infrastructure
Real-Time Analytics
Voca provides real-time dashboards and historical analytics, enabling enterprises to monitor performance, identify issues, and make data-driven decisions to improve service quality
Improved Productivity
By streamlining communication processes and automating routine tasks, Voca helps improve employee productivity and efficiency
GDPR Compliance
Voca ensures data protection and privacy, complying with GDPR regulations, which is crucial for maintaining customer trust