VoiceConnex CxTeams
Contact Centre for Teams & built in Azure
• Contact Centre for Microsoft Teams Calling & Direct Routing
• The perfect solution to unify your customer and employee experience
• Brings to Teams the most critical contact center features for providing great customer service in the main service desk and departments beyond the contact center
• Embedded within the Teams interface; icon built on Teams menu
• Award Winning and Intuitive interface (no code)
• Feature rich but cost-effective solution
Features​​
• Limitless no. of Voice Agents/Supervisors
• Call Queuing and overflow, ACD, routing
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• Embedded Conversational AI
​• Conversational Auto-Attendant and IVR
​• Webchat & Email Customer Interactions
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• Skill and Presence-based Routing
• Real-Time & Historical Reporting
• Call Recording, Reporting and
Analytics
• Supervisor Live Monitoring and Real-Time Agent Assignment
Capabilities​
• Azure-native integration with Teams
• Drag and Drop, Visual Flow Designer
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• CRM Integration (Salesforce, Dynamics Servicenow)
• API integration
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• Connect your CRM of choice to a Teams-nativeContact Centre solution via your Teams DirectRouting
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• Microsoft Power Apps - MS Power BI,Power Automate and Power Apps
Benefits
• Voice packets remain within Azure
• Every Teams User can deliver great Cx
• Seamless and rapid deployment
• scales to every Teams user across the company
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• trusted reliability of Teams Phone
• the speed to make drag-and-drop changes, and flexibility of only paying for what you need
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• Solution certified for Microsoft Teams
• Security and Compliance certified
Cx just got simpler
No-code Automation
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Build self-service IVR flows using an intuitive flow designer with built-in Conversational AI
Teams-based Agent & Supervisor Desktop
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Agent interface with rich call controls, CRM information, availability, wrap-up and statistics
Omnichannel Customer Experiences
Create consistent customer experience across email, webchat and voice channels with a onescreen agent interface
Built-in Analytics
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​Real-time dashboards and historical reports for agent activities, queue statistics and IVR performance
Key Advantages
Leverage the tightest Microsoft Teams Contact Center integration.
Trust the reliability that comes with a native Azure-based app using Teams calling infrastructure & client platform to deliver collaborative customer and agent connection.
Bring every Microsoft Teams user into the service workflow.
Empower formal contact center agents as well as internal agents residing in departments beyond the contact center (IT Helpdesk, HR and more) with smart routing and IVR automation, all living under one single platform.
Build intuitive self-service flows to automate any service scenario in the world.
Combine Conversational AI with advanced IVR logic and API requests for real-time data dips, allowing you to automate any calling scenario with a powerful no-code flow designer for building your IVRs.
Combine Conversational AI that works out-of-the-box in Voca CIC call flows.
Enjoy pre-integrated, multi-language Speech-to-text, Natural Language Understanding and Text-to-speech to empower your callers with an innovative service experience that let’s them talk through the menu
Pay equal attention to customer interactions across webchat, email, and voice.
Automatically push digital interactions to agents based on channel-specific availability, handle changing demands across digital channels from one-screen, and view queue performance from a real-time dashboard.
Leading AI-Services
Conversational IVR
enables customers to speak freely and resolve issues with intelligent, personalized voice assistants that can automate any service scenario, freeing agents for higher-value tasks, while reducing wait times and misrouted calls.
o Pre-trained Conversational AI (NLU, TTS, & STT)
o API Extensions
o No-code Call Flow Designer
o Built-in Microsoft Cognitive Services
o Real-time IVR Reports
o CRM & Database Dips
Conversational Auto-Attendant
Natural Language Understanding guides your callers to reach any company contact or department. Enable advanced AI to confidently handle and route calls the first time. Voca CIC’s Auto-Attendant allows callers to voice their reason for calling, using intuitive voice recognition to swiftly direct them to the appropriate department or call queue.
o Microsoft Teams Presence-based Routing
o14 Languages Options
o Built-in Voicemail & Notifications
o Company Address Book Sync
o Call Hunting Across Devices
o Custom Company Vocabulary
Certifications
One-Screen Management
With Voca CIC as a Native Microsoft Teams app, the Customer can consolidate the unified communications and contact center into One-Screen, allowing every Microsoft Teams user to become a potential agent enabling real-time access to back-office experts to help improve responsiveness, remove department silos, and improve connection among employees, while offering a unique mix of contact center and voice expertise.
Note: When used in combination with Microsoft Teams Direct Routing or other IP-PBXs, an SBC is required for the exclusive use of the Live Voca CIC service (can be a stand-alone SBC or AudioCodes Live SBC-based solution).
Voca CIC SBC functionality is included as part of the Voca CIC Managed Service, supporting up to 3 SBC sessions per Voca channel. In addition, up to 3 SIP connections are provided from AudioCodes Voca CIC SBC (e.g., to connect to legacy systems or customer’s own SBC with local PSTN breakout) as part of the Live Voca service..
Our Plans
1
Voice DTMF
A voice-based Contact CVetnre solution including:
+ Skills-based routing
+ Auto Attendants
+ Call queues
+ Agents (Workers) & supervisors
+ Omnichannel flows, queues and configuration
+ Historical reports
+ Real-time dashboards
+ Drag-and-drop flow designer
2
Conversation IVR
Enjoy pre-integrated, multi-language Speech-to-text, Natural Language Understanding and Text-to-speech to empower your callers with an innovative service experience that let’s them talk through the menu
​+ dynamic data
​+Conversational Auto-Attendant and IVR
3
Omni-channel
A one-screen omnichannel experience for Voca CIC, supporting email and webchat interaction channels is available as an add-on to Live Voca.
+ Omnichannel flows, queues and configuration
+Email integration