Voca Conversational Interaction Center: Seamless Integration of CCaaS and Teams Phone with Microsoft’s New Capability
Microsoft Teams, a popular communication platform, has recently introduced a new capability called Teams Phone extensibility, powered by Azure Communications Services. This new feature enables developers to extend Teams Phone to other applications, making communication more efficient and integrated. One of the leading companies benefiting from this new capability is AudioCodes’ Voca Conversational Interaction Center (Voca CIC).
What is Voca Conversational Interaction Center (Voca CIC)?
Voca CIC is a Contact Center as a Service (CCaaS) solution designed to improve customer interactions. It offers advanced features such as call routing, IVR, and speech recognition. With the latest update, Voca CIC now supports Microsoft Teams Phone extensibility, providing a more seamless integration between CCaaS and Teams.
How does it work?
The new support for Teams Phone extensibility in Voca CIC uses Microsoft’s latest platform for standardized provisioning, customer onboarding, and day-to-day operations for applications integrated with Microsoft Teams Phone. This means that when a call comes in to a Teams user, they can seamlessly transfer the call to their Voca CIC queue, where it is handled by an agent using the advanced features of Voca CIC. Once the interaction is complete, the agent can then return the call back to the Teams user.
Impact on Users
For users, this integration means a more streamlined and efficient communication experience. Agents can handle customer interactions directly from the Teams interface, without having to switch between applications. This not only saves time but also reduces the chances of errors and improves overall productivity.
- Seamless transfer of calls from Teams to Voca CIC
- Advanced call handling features in Voca CIC
- Improved productivity and reduced errors
Impact on the World
The integration of Voca CIC with Microsoft Teams Phone extensibility is a significant step forward in the world of CCaaS and UCaaS (Unified Communications as a Service). It demonstrates the power of integrating communication applications, making them more efficient and effective. This trend is expected to continue, as more companies look to provide a seamless communication experience to their users.
Conclusion
The integration of Voca Conversational Interaction Center with Microsoft Teams Phone extensibility is a major development in the world of communication solutions. It offers users a more streamlined and efficient communication experience, while also improving productivity and reducing errors. This is just the beginning, and we can expect to see more integrations like this in the future, as companies continue to look for ways to make communication more seamless and effective.
By leveraging the power of Microsoft Teams Phone extensibility, Voca CIC is setting a new standard for CCaaS solutions. It demonstrates the potential of integrating communication applications, making them more efficient and effective. As more companies adopt this approach, we can expect to see a significant impact on the way we communicate and collaborate, both in our personal and professional lives.
