AudioCodes Voca is Teams Unify Certified – discussing AI, Azure, and Smarter Contact Centres

Gidi Adlersberg, Voca Business Line Manager at AudioCodes, unpacks the evolutions of Voca CIC, now one of only five Microsoft Unify-certified Contact Centres.

• Voca CIC was built cloud-first on Azure Communication Services, enabling deep native integration with Microsoft Teams Phone
• The Unify certification demands more than basic functionality—vendors must demonstrate real-time transcription, sentiment analysis, and AI-driven agent support.
• Voca’s media handling is fully embedded in Teams, inheriting its five nines SLA and eliminating external API dependencies.
• AI capabilities are now enterprise-grade and standardised, with Microsoft dictating fulfilment methods—bringing consistency and reliability to vendors and customers.
• Voca’s commercial model simplifies Azure’s consumption-based pricing by offering predictable monthly agent tiers
• The model is designed to reduce cognitive load for IT leaders and improve budget predictability.
• Voca CIC is seeing strong adoption beyond traditional contact centres—20% of deals now support informal agents like pension advisors and reception teams.