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 /PRNewswire/ --
Highlights
- AudioCodes 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 channels
- Voca CIC's omnichannel design place special focus on agent
multitasking across multiple engagement channels through a
one-screen experience
- Enterprises 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 Teams
- Adding omnichannel capabilities to Voca CIC further
strengthens AudioCodes Live, which offers complete calling and
contact center for Microsoft Teams
Details
Enterprises 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.
AudioCodes (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.
Voca 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.
With 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 multitask based on changing demand or agent
skills.
The new channel-specific status bar allows Voca CIC to
automatically push digital customer interactions to agents based on
availability status by channel and maximum capacity, rather than
have agents hand pick interactions out of a queue. By doing so,
Voca CIC's omnichannel experience ensures digital interactions
enjoy the same level of attention as voice interactions do.
"We're delighted to deliver our first ever omnichannel
experience to our customers with the addition of digital channel
support in Voca CIC," says Gidi
Adlersberg, Head of Voca CIC Business Line at AudioCodes.
"This represents another strategic evolution in Voca CIC, becoming
one of the most reliable and capable contact center options in the
Microsoft Teams ecosystem."
"Our innovative, bold product design comes from listening to our
customers and their needs. Email and webchat are by far the most
requested digital channels in the Teams CCaaS area. With our unique
design, we pioneer in allowing agents to effortlessly multitask
across various communication channels, providing a consistent and
integrated experience for customers, yet under a managed
environment which may be tailored for a busy or a quiet day," says
Elad Sananes, Head of Voca CIC
Product Management at AudioCodes.
"We're confident in this new offering to further equip our
enterprise customers with the modern CX capabilities they look for,
in order to thrive in the ever-demanding contact center space and
departments beyond it."
The new addition of omnichannel to Voca CIC further empowers
AudioCodes Live, offering complete calling and contact center for
Microsoft Teams. As of today, AudioCodes is the only managed
service provider to deliver Microsoft Teams Phone enablement in
combination with a native contact center solution — backed by the
most extensive Microsoft-certified portfolio of products and
services in the industry.
Voca CIC is available as a 30-day free trial on the AudioCodes
website, as a native app on the Microsoft Teams Store or
Microsoft AppSource. Interested customers can build a
conversational contact center flow in 5 minutes, along with a free
phone number from AudioCodes for immediate evaluation.
Follow AudioCodes' social media channels:
AudioCodes invites you to join our online community and follow
us on: AudioCodes Voice Blog, LinkedIn, Twitter, Facebook,
and YouTube.
About AudioCodes
AudioCodes Ltd. (NASDAQ, TASE: AUDC) is a leading vendor of
advanced communications software, products, and productivity
solutions for the digital workplace. AudioCodes enables enterprises
and service providers to build and operate all-IP voice networks
for unified communications, contact centers, and hosted business
services. AudioCodes offers a broad range of innovative
products, solutions and services that are used by large
multi-national enterprises and leading tier-1 operators around the
world.
For more information on AudioCodes, visit
http://www.audiocodes.com.
Statements concerning AudioCodes' business outlook or future
economic performance; product introductions and plans and
objectives related thereto; and statements concerning assumptions
made or expectations as to any future events, conditions,
performance, or other matters, are "forward-looking statements'' as
that term is defined under U.S. Federal securities laws.
Forward-looking statements are subject to various risks,
uncertainties and other factors that could cause actual results to
differ materially from those stated in such statements. These
risks, uncertainties and factors include, but are not limited to:
the effect of global economic conditions in general and conditions
in AudioCodes' industry and target markets in particular; shifts in
supply and demand; market acceptance of new products and the demand
for existing products; the impact of competitive products and
pricing on AudioCodes' and its customers' products and markets;
timely product and technology development, upgrades and the ability
to manage changes in market conditions as needed; possible need for
additional financing; the ability to satisfy covenants in the
Company's loan agreements; possible disruptions from acquisitions;
the ability of AudioCodes to successfully integrate the products
and operations of acquired companies into AudioCodes' business;
possible adverse impact of the COVID-19 pandemic on our business
and results of operations; the effects of the current terrorist
attacks by Hamas in Israel, and
the war and hostilities between Israel and Hamas, and Israel and Hezbollah as well as the
possibility that this could develop into a broader regional
conflict involving Israel with
other parties, may affect our operations and may limit our ability
to produce and sell our solutions; any disruption in our operations
by the obligations of our personnel to perform military service as
a result of current or future military actions involving
Israel; and other factors detailed
in AudioCodes' filings with the U.S. Securities and Exchange
Commission. AudioCodes assumes no obligation to update the
information in this release.
©2024 AudioCodes Ltd. All rights reserved. AudioCodes, AC, HD
VoIP, HD VoIP Sounds Better, IPmedia, Mediant, MediaPack, What's
Inside Matters, OSN, SmartTAP, User Management Pack, VMAS,
VoIPerfect, VoIPerfectHD, Your Gateway to VoIP, 3GX, Voca
Conversational Interaction Center, AudioCodes One Voice, AudioCodes
Meeting Insights, AudioCodes Room Experience are trademarks or
registered trademarks of AudioCodes Limited. All other products or
trademarks are property of their respective owners. Product
specifications are subject to change without notice.
Company Contacts:
Niran Baruch,
Chief Financial Officer
AudioCodes
Tel: +972-3-976-4000
niran.baruch@audiocodes.com
Roger L. Chuchen,
VP, Investor Relations
AudioCodes
Tel: 732-764-2552
roger.chuchen@audiocodes.com
View original
content:https://www.prnewswire.com/news-releases/audiocodes-voca-conversational-interaction-center-now-offers-omnichannel-302087864.html
SOURCE AudioCodes