Is Audiocodes Voca The Ultimate Contact Centre Solution for Microsoft Teams?

Is Audiocodes Voca The Ultimate Contact Centre Solution for Microsoft Teams?

Many Contact Centres struggle with basic call features and limited channels. Microsoft Teams has the power to transform this, yet it often falls short of the advanced capabilities needed. Could Audiocodes Voca be the all-in-one Contact Centre solution that bridges this gap?

In this post, we’ll see if Voca meets the high standards of compliance, security, and AI that enterprises require. Our exploration starts with how this third-party solution integrates voice, email, and webchat for a seamless experience.

Audiocodes VocaKey Takeaways

  • Contact Centres need more than basic Teams features for true customer satisfaction.
  • Audiocodes Voca provides full multi-channel integration in a single environment
  • Certified Contact Centre for Microsoft Teams – calls stay within Azure/Teams (not routed via a 3rd party platform)
  • Voted Best Microsoft Teams Contact Centre Solution by CX Today and 16 industry analysts at the 2024 CX Awards
  • Third-party solutions can enhance Microsoft Teams with advanced call routing and analytics
  • Azure & Teams calling architecture offers high-level compliance and AI-driven insights
  • Manage Every Customer Interaction from a Single Screen
  • Reliable & scalable with no agent limitations
  • Cost savings of up to 50% when compared to other leading CX platforms

Understanding the Microsoft Teams Contact Centre Landscape

The shift to remote work and digital-first engagement has heightened expectations for smooth communication. Microsoft Teams meets basic calling needs but many businesses seek a more integrated solution. They need one that handles complex customer interactions effectively.

As consultants, we like to showcase the opportunities available to organisations looking for a leading-edge platform. Microsoft Teams provides a strong base, but some vital Contact Centre features go beyond its native capabilities. Specific add-ons are required to transform it into a robust Contact Centre solution.

Rising Demand for Unified Communications

Global teams now require a single interface for voice, video, and messaging. This need intensifies as customer interactions span various digital channels rapidly.

The Gap in Native Capabilities

While built-in tools suffice for basic functions, advanced analytics, AI-driven workflows, and detailed reporting are largely out of reach. This creates an opportunity for specialised solutions (like Voca) to fill the gap.

Integrating Third-Party Solutions

Combining Teams’ core features with innovative layers leads to a unified approach. Solutions like Audiocodes Voca enhance user experiences and operational efficiency and leverage Azure intelligence to elevate Teams’ calling capabilities.

Why Audiocodes Voca Is a Game-Changer for Microsoft Teams Contact Centres

Many enterprises are looking for a unified solution for voice calls, chat, and collaboration in Microsoft Teams. Audiocodes Voca addresses this need by providing a complete environment built on the Azure platform. This ensures scalability and security, allowing businesses to maintain full control over their data. It also offers robust failover options.

The solution boasts a range of features that simplify administration. A drag-and-drop flow designer makes it easy to create custom call and chat flows without needing to code. Integrated AI enhances natural language processing across various languages, reducing agent workload and improving first-response rates. Integration with Teams Phone keeps all communication in one place, giving agents quick access to calls, messaging, or peer collaboration.

This solution is built on a lightweight architecture with competitive per-queue pricing that matches actual needs. The solution typically represents cost savings of up to 50% when compared to other leading CX platforms. We believe Voca features will evolve with the demands of Contact Centres, providing a reliable platform that grows with your business and ensuring a seamless user experience.

Key Features and Benefits of Audiocodes Voca

Audiocodes Voca - intelligent skills-based routingSeamless Skill-Based Call Routing

Skills-based routing ensures calls reach the most suitable agent quickly. Create unlimited skills and route customers to your most knowledgeable agents based on their skillset. Customer records are instantly available on the agent’s screen. This makes responses fast and tailored, improving customer satisfaction.

Define Overflow Thresholds

Meet your service levels by automating actions upon max wait times, calls in queue, and last agent response.

Multi-platform Queuing

Reach any employee or destination in any voice environment by using Voca to route calls, even during migration.

Voca is Built in Azure & Uses Microsoft Teams Calling

Trust the reliability that comes with a native Azure-based app using Teams calling infrastructure & client platform to deliver collaborative customer and agent connection. Calls stay within Azure/Teams and not routed via a 3rd-party platform.
Audiocodes Voca - one app, one screen contact-centre experience

Manage Every Customer Interaction from a Single Screen

Organise interactions by channel and service complex interactions with dedicated call controls, and integrated CRM data right from the Worker App.

No Agent Limitations

A limitless number of agents and supervisors can log in as Teams users to the Voca Worker Application.

Embedded Conversational AI

Use pre-trained Natural Language Understanding, Speech-to-text, and Text-to-speech to handle routine customer questions and free up your agents for more challenging issues.

Drag-and-drop Flow Designer with API Requests

Build custom call flows for any service scenario in minutes, with a no-code flow designer to automate connection to all your systems.

CRM Integration

Audiocodes Voca - Multitask across various digital CX channels.Connect your CRM data with a Conversational IVR call flow to automate data collection into CRM and personalize caller experiences with customer information like open tickets, prescription renewals, purchase history, etc.

Let Customers Interact in Their Own Way

Allow customers to engage with your service desk on their own time and their preferred voice, email, or webchat channel, while Voca guides your agents to a consistent customer experience.

Manage Availability Status by Channel

Give your contact centre agents and supervisors flexibility to manage their availability across multiple digital channels and multitask based on changing demand or agent skills.

Pay Equal Attention to Each Interaction Channel

Ensure digital and voice interactions have equal attention by automatically pushing 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.

Advanced Reporting and Analytics

Audiocodes Voca - Advanced Reporting and analyticsSupervisors gain access to detailed reports and real-time dashboards. View reports like top requested IVR destinations & contacts, queue activity, queue health, pending calls, abandonment stats, average wait times, agent status, digital interactions, customer drill-down, call volume, and transfer rates.

Speech analytics provide insights into service patterns. Sentiment categorisation uncovers deeper caller experiences.

Certification for Microsoft Teams

The commitment to Microsoft Teams standards enhances reliability in enterprise settings. It ensures sensitive data is protected under strict compliance. This builds trust and peace of mind, and is a mark of quality for organisations seeking seamless connectivity.

Real-World Use Cases: Audiocodes Voca in Action

Enterprises seek flexible tools that cater to their complex needs. Vanderlande’s integration of Audiocodes Voca with Microsoft Teams showcases this. It optimises workflows, cutting down handling times and unlocking AI-driven insights from call transcripts. Healthcare and finance sectors benefit from its robust compliance features, ensuring GDPR and HIPAA adherence. This supports quick responses to patient or client inquiries.

In education and government, scalable call distribution and simplified supervision are key. These sectors face peak traffic challenges, but Audiocodes Voca adapts, streamlining agent performance. It integrates seamlessly with existing CRM systems and business applications, making multi-site strategies manageable.

  • Tailored call flows for improved efficiency
  • Compliance measures and data protection
  • Flexible scaling for large or small teams
  • Real-time insights for better decision-making
  • Per-queue pricing model

Success stories like these highlight Audiocodes Voca’s ability to meet stringent requirements. Its specifications showcase resilience under intense conditions. It offers advanced reporting and minimal disruption during implementation.

Evaluating Implementation and Technical Specifications

We assess each deployment from a technical standpoint, ensuring the right resources are allocated. Our aim is to verify that Audiocodes Voca, as a certified Contact Centre for Microsoft Teams, integrates seamlessly with your current setup.

System Requirements

Stable hosting within Azure is essential. A configured Teams Phone environment is necessary for voice handling. Integration with Active Directory or a similar directory service is required for user access and role management.

Integration Steps

Our deployment team oversees the setup of core features, establishing call flows via a ‘no-code’ editor. This involves mapping voice channels, email accounts, and chat endpoints. For organisations looking to enhance caller experiences, speech-to-text and text-to-speech modules can be activated.

Deployment Timelines

Many projects are completed within weeks. A solid Microsoft Teams foundation significantly speeds up progress. We monitor performance with real-time dashboards, ensuring service reliability throughout the deployment.

Conclusion

Audiocodes Voca is designed to integrate perfectly with Microsoft Teams, creating a powerful, one-screen experience for the user. This combination ensures flexibility and robust collaboration, essential for any organisation aiming to enhance customer engagement.

The platform’s ability to handle complex call routing and extract valuable insights from real-time analytics is noteworthy. It fosters trust between businesses and their clients, leading to increased satisfaction and improved team performance across multiple industry sectors.

Our advice is to automate routine tasks and utilise live dashboards for performance monitoring. This approach empowers teams to respond promptly to customer needs, ensuring calls are managed efficiently while capturing vital metrics in a unified dashboard.

Start Your Journey

If you’re interested in how Audiocodes Voca could support your business growth, contact us on 0800 032 8274 to speak to a Solutions Consultant. We’ll be happy to discuss your requirements and provide a demo of the product.

About Marlin Communications

Marlin Communications is an award-winning, single-source provider of business communications & collaboration solutions including voice, data, mobile, video, network security and contact centre technology for businesses of 50 – 5,000 staff.

We operate throughout the UK – with global reach – and our own, on-premises, 1,000 ft² Technology Suite at our Bath office, where we host regular events and showcase technology solutions for our clients. Contact us for your free comms audit or product demo.

Marlin Communications is ISO 27001 certified by BSI under certificate number IS795313.

Get the latest tech news & reviews – straight to your inbox

Sign up to receive exclusive business communications, tech content, new tech launches, tips, articles and more.

SUBSCRIBE NOW

Click here to follow the LinkedIn page and stay up-to-date via the LinkedIn newsletter