Business
AudioCodes Voca Conversational Interaction Center Now Offers Omnichannel
The New Omnichannel Experience Will Support Email and Webchat in a One-screen Microsoft Teams Contact Center Built in Azure LOD, Israel, March 13, 2024
About this update from Audiocodes Ltd.
[{"type":"text","content":"The New Omnichannel Experience Will Support Email and Webchat in a One-screen Microsoft Teams Contact Center Built in Azure\nLOD, Israel, March 13, 2024 /PRNewswire/ --\n\nHighlights\nAudioCodes has added support for digital interactions to its Contact Center as a Service (CCaaS) solution, the Voca Conversational Interaction Center (CIC)The new omnichannel experience allows enterprises to provide a consistently integrated customer experience across email, webchat, and voice channelsVoca CIC's omnichannel design place special focus on agent multitasking across multiple engagement channels through a one-screen experienceEnterprises adopting the new omnichannel experience can trust the reliability that comes with Voca CIC as the only CCaaS solution to offer an Azure-native integration with TeamsAdding omnichannel capabilities to Voca CIC further strengthens AudioCodes Live, which offers complete calling and contact center for Microsoft TeamsDetails\nEnterprises using Voca CIC's omnichannel experience can now offer a consistent customer experience across multiple engagement channels all from a one-screen Microsoft Teams contact center built in Azure.\nAudioCodes (NASDAQ: AUDC), a leading vendor of advanced communications software, products and productivity solutions for the digital workplace and customer experience, today announced that Voca Conversational Interaction Center (Voca CIC) is now an omnichannel contact center for Microsoft Teams, adding email and webchat to the existing voice experience.\nVoca CIC is an AI-first Microsoft-certified contact center with an Azure-native integration for Microsoft Teams. With a lightweight design enabling rapid deployment and scalability, Voca CIC gives you the trusted reliability of Microsoft Teams Phone, the speed to make visual drag-and-drop changes, the flexibility of a usage-based subscription model, and the power of conversational AI provided completely out of the box. Voca CIC easily scales CX capabilities to every Teams user across the company — for the main service desk or departments beyond the contact center.\nWith the new omnichannel experience, Voca CIC offers the only agent status bar with individual channel-specific availability on the market. This gives contact center agents and supervisors flexibility to manage their availability across multiple digital channels and multitas...