Today lets delve into the fascinating world of AudioCodes Voca – a powerful solution that bridges the gap between unified communications and contact centres. In this blog post, we’ll explore what Voca is, its features, and how it can enhance your customer and employee experiences.

  1. What Is Voca?

AudioCodes Voca is a certified Microsoft Teams Contact Center built in Azure. It seamlessly integrates with Microsoft Teams, allowing every Teams user to become a potential agent. Here are the key highlights:

  • Certified Solution: Voca is officially certified by Microsoft Teams, ensuring reliability and compatibility.
  • Conversational AI: Voca comes with built-in conversational AI capabilities, supporting 14 languages.
  • Lightweight Design: It strikes a balance between Teams’ capabilities and premium contact center features.
  • Scalability: Voca easily scales across your organization, from the main service desk to other departments beyond the contact center.
  1. Features of Voca:

Let’s explore some of the standout features of AudioCodes Voca:

One-Screen Experience:

Voca sits natively within Microsoft Teams, providing a unified interface for all your agents. Say goodbye to toggling between different applications – everything you need is right there.

Conversational AI:

Voca’s AI-first approach enhances customer interactions. It supports natural language understanding, speech-to-text, and text-to-speech. Whether it’s handling inquiries or automating processes, Voca’s conversational AI streamlines communication.

No-Code Flow Design:

Design call flows without writing complex code. Voca’s intuitive drag-and-drop interface allows you to create customized call flows, automate scenarios, and integrate with APIs and SDKs.

CRM Integration:

Connect Voca with your CRM system. Automate data collection, personalize caller experiences, and provide agents with relevant customer information

Intelligent Routing:

  • Skill-Based Routing: Route calls to knowledgeable agents based on caller requests.
  • Overflow Thresholds: Set actions based on maximum wait times and queue length.
  • Multi-Platform Queuing: Reach any employee or destination, even during migration.


AudioCodes Voca is a bridge between communication and exceptional customer experiences. With Becketts unique Teams and Voice solutions you can provide innovative, cost effective solutions whether you’re a small team or a large enterprise.

To find out more give one of our Team a call on 0118 940 9004.