Voca Conversational Interaction Center

Voca Conversational Interaction Center (CIC) is built on Azure, giving your contact center the same 99.999% uptime and reliability as Microsoft Teams.

A perfect fit between native Teams contact center features & a premium contact center. Have a look:

Omnichannel Microsoft Teams Contact Center

Voice, email, & webchat interactions give your customers more options for engaging on their terms with your agents.

Trust the reliability that comes with Voca CIC being a native Azure-based app using Teams calling infrastructure & client platform to deliver collaborative customer and agent connection.

o One-screen Agent Experience

o Agent & Supervisor Teams Apps

o Intelligent Interaction Routing

o Supervisor Live Monitoring

o Real-time & Historical Analytics

o CRM Integration

Self-Service IVA & Conversational IVR

Conversational AI & API requests enable you to automate any service scenario for your customers.

Voca CIC’s 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

o 14 Languages Options

o Built-in Voicemail & Notifications

o Company Address Book Sync

o Call Hunting Across Devices

o Custom Company Vocabulary