Voca Contact Center: An Innovative Cloud Solution by AudioCodes
Voca is an AudioCodes contact center solution for Microsoft Teams, Microsoft-certified, that provides users with all the essential features to deliver innovative customer service. This modern tool combines intelligent call-handling capabilities, built-in AI, and omnichannel support within a single Teams-based working environment. With Voca, contact centers can improve customer service and significantly boost productivity, reducing hardware costs and lowering the workload for support teams.
Recognized as the best Microsoft Teams contact center solution
According to CX Today and 16 industry analysts at the CX Awards 2024 ceremony.
Key Benefits of Using Voca in Microsoft Teams
1. Unified contact center control panel.
Voca provides a complete set of features to organize, manage, and monitor all customer interactions from a single screen integrated into Teams. This ensures ease of use and reduces onboarding time for new agents.
2. Flexibility with a “pay-as-you-use” model
Voca lets you pay only for the features you need, allowing you to adjust settings based on business tasks and user needs. This also helps avoid paying for unused options.
3. Powerful intelligent routing tools
Voca uses intelligent routing that considers agent skills, maximum wait time, and the number of calls in queue. This helps customers reach qualified agents faster while enabling companies to maintain a high level of service.
4. Seamless Teams integration
Voca leverages the Microsoft Teams calling infrastructure, ensuring reliability and enabling agents to adapt quickly to workflows. This includes integration with Teams features such as video calls, chat, and file sharing.
Core Voca Features: Comprehensive Solutions for Contact Centers
- Intelligent AI and conversational IVR
With support for Natural Language Understanding (NLU) and Speech-to-Text, Voca can automate routine inquiries, freeing agents to handle more complex issues. The built-in IVR enables menu configuration based on keywords and customer responses.
- CRM integration for personalization
Voca integrates with any CRM systems, providing access to detailed customer information such as open tickets, purchase history, and more. This enables personalized service and reduces handling time for each request.
- Omnichannel support
Voca unifies all interaction channels—voice calls, email, and web chat—into a single interface, ensuring the same level of attention across all channels. Automatic status management enables agents to work across multiple channels simultaneously.
- User-friendly flow designer for automation
With a drag-and-drop flow design, Voca enables fast service scenario setup without programming. API integration allows Voca to connect to internal systems and automate tasks such as updating CRM data or sending customer notifications.
Capabilities for Agents and Supervisors
1. Convenient agent workspace
The Teams-based Agent Desktop enables easy management of all calls, visibility into CRM data, and control of availability status. Pop-up windows with customer information help agents understand requests faster and provide relevant solutions.
2. Real-time dashboard for supervisors
Voca provides real-time call monitoring features, including listening in and coaching agents during calls. Supervisors can track agent statuses, queue performance, and interaction activity, enabling quick response to changes in workload.
3. Reports and analytics for customer experience management
Analytics covers all aspects of agent performance and customer interactions: activity, request handling time, agent statuses, and other data that helps optimize productivity and control service quality.
Unique Features of Voca
- Multi-tenant deployment for large organizations
Distributing Voca across multiple divisions or offices, each with its own secure access, enables organizations with multiple locations to manage workflows and reporting efficiently.
- GDPR and HIPAA compliance
Voca meets international data protection standards, giving users additional confidence in the security of customer information.
- Advanced call recording capabilities
Voca supports recording of all interactions, including audio, video, screen sharing, and instant messaging. This ensures full control over service quality and preserves information for further analysis.
Deployment Architecture Options for Voca
Voca provides a modern approach to contact center deployment through a flexible architecture that can be adapted to the needs of any business.
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Scalability and multi-site support
Voca architecture supports multi-tenant deployment for organizations with multiple offices or divisions. Each can have separate, secure access for management and reporting, making it ideal for large enterprises and service providers. -
Integration with Microsoft Teams and Azure
As a certified solution built on Azure, Voca leverages the Microsoft Teams calling infrastructure. This ensures reliability, security, and seamless integration with existing company processes. -
Expansion via APIs and integrations
With API support and integration with Microsoft Power Apps and Power Automate, Voca enables automation of complex processes, easy connection of third-party systems, and tailoring of functionality to business needs. -
Compliance with international standards
Voca meets GDPR and HIPAA requirements, ensuring a high level of customer data protection. Encryption and data localization tools make the solution reliable even for organizations operating in regulated industries. -
Flexible deployment scenarios
Voca can be used not only for primary contact centers but also for other company departments. This makes it possible to cover all aspects of the customer experience—from automated IVR to omnichannel service across multiple departments.
This architecture provides reliability, security, and ease of integration, making Voca an ideal solution for organizations looking to improve efficiency and customer service quality.
Architecture and Design You Can Trust
Why Voca Is the Ideal Solution for Modern Business
1. Versatility for different user types
The system enables every Microsoft Teams user—from agents to back-office experts—to easily participate in customer service without changing the primary interface or switching to other platforms.
2. Powerful automation tools
Integration with Microsoft Power Apps and Power Automate makes it easy to automate complex processes through APIs, ensuring ease of maintenance and enabling feature expansion as business needs evolve.
3. True omnichannel availability
Voca enables agents to serve customers across multiple channels, taking into account priorities and availability, ensuring efficient request handling for every channel.
4. Data integration and localization
With data localization, encryption, and other protection features, Voca ensures compliance with international data security standards and provides flexible tools for organizations in any industry.
How Voca Transforms Business
Voca helps companies take customer service to the next level—speed up onboarding for new agents, reduce infrastructure costs, and enable flexible scaling. With cloud deployment based on Microsoft Azure, the contact center can be launched without complex setup, and the “pay-as-you-use” model helps optimize costs according to business needs.
With Voca, you get a modern, scalable contact center integrated with Microsoft Teams—for effective customer interactions, coordinated teamwork, and sustainable growth.
Ready to improve customer service quality? Contact us for a detailed consultation and learn more about an innovative Microsoft Teams contact center solution on Azure.
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