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Audiocodes

Available through IT Raven

  • Unified Communications
  • Contact Center and CX

AudioCodes offers Voca CIC, an AI-first contact center built for Microsoft Teams that turns any Teams user into a potential agent. Voca CIC is a lightweight CCaaS with built-in conversational AI, designed as an Azure-native Microsoft Teams app so unified communications and contact center live on one screen. It brings formal contact center agents and in-house teams such as IT helpdesk and HR into a single service workflow with skill and presence-based routing. Its feature set spans auto-attendant and IVR, a no-code visual flow designer, call queuing and recording, supervisor listen, whisper and barge-in, CRM integration, a modern agent desktop, and real-time and historical analytics. Built-in conversational AI provides multi-language text-to-speech, natural language understanding and speech recognition for self-service call flows, and it is GDPR and HIPAA compliant, available in cloud and on-premises. For an organization running Microsoft Teams that wants to add a modern contact center and voice self-service, AudioCodes Voca CIC is an option.

Best for

  • Organizations on Microsoft Teams that want a contact center inside the same platform.
  • Companies that want in-house teams (IT helpdesk, HR) handled with the same routing and IVR as customer service.
  • Teams that want no-code IVR and conversational AI self-service without a large upfront build.
  • Businesses that need supervisor tools, CRM integration and analytics for their agents.

An organization not using Microsoft Teams, or one needing a large enterprise contact center outside the Teams ecosystem, is a weaker fit.

What they offer

Contact Center. Voca CIC, a Teams-native CCaaS with skill and presence-based routing, auto-attendant and IVR, call queuing and recording, supervisor listen, whisper and barge-in, CRM integration, a modern agent desktop, and real-time and historical analytics, available in cloud and on-premises and certified GDPR and HIPAA compliant.

CX and Conversational AI. Built-in conversational AI with multi-language speech recognition, text-to-speech and natural language understanding, combined with a no-code visual flow designer and API data lookups to automate self-service call scenarios.

Cloud Phone Systems. An Azure-native integration that consolidates unified communications and contact center onto one Microsoft Teams screen, using existing Teams voice infrastructure so any Teams user can be brought into the service workflow.

Coverage

  • US (Nationwide)

Coverage is a starting point. We check every address before we quote it.

Good to know

  • Voca CIC is built specifically for Microsoft Teams. Confirm your Teams and Microsoft 365 setup before planning a deployment.
  • It offers cloud and on-premises options. Confirm which deployment and which conversational AI languages fit your needs.
  • Product names here are the company's own material.

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

  1. 01

    Build your quote list

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  2. 02

    We bring back real options

    A person shops the bench against your addresses, then walks you through what fits and what does not.

  3. 03

    We handle the order and install

    Paperwork, site survey, install dates, cutover night. You get one thread, not five vendors.

  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.