Voiceflex Voca Teams Contact Centre

Deliver the 'Best Microsoft Teams Contact Centre Solution' a one-screen Microsoft Teams Contact Centre critical contact centre features to every Teams user the 'Best Microsoft Teams Contact Centre Solution'

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Voiceflex Voca Teams Contact Centre illustration image

3 ways to use Voca

Microsoft Teams Contact Centre Built in Azure
Provide an omnichannel customer service experience on your main desk & across other business departments.
Available and Certified for Microsoft Teams.
Includes features from Conversational Auto-Attendant and IVR
    • Skill-based routing
    • Queue overflow for max. call in queue, max. wait time, all agents logged out
    • Longest Available, Round robin, Serial and Broadcast routing methods
    • VIP priority routing
    • Teams-based Agent Desktop application
    • Native integration with Microsoft Teams
    • Built-in call controls
    • CRM screen pop-up
    • Customisable Not-Ready and Wrap-up events
    • Conversational IVR Agent Assist transcripts
    • Controllable Caller ID for outbound calls
    • Missed calls view
    • On the fly Reskilling and requeuing
    • Supervisor Live Monitoring (Listen, Barge-in, and Whisper)
    • Real-time supervisor control over agent statuses
    • Agent groups
    • In-app real-time queue analytics
    • Real-time dashboard with custom thresholds
    • Agent activity, states and abandonments analytics
    • Scheduled reports
    • GDPR & HIPAA compliant
    • Channel-specific agent availability
    • App + Desktop push notifications
    • Last agent routing
    • Conversation history
    • Supervisor flag & monitor
    • Channel & queue opt in/out
    • Microsoft Teams Certified
    • Automatic recording (Full time, Record on demand, Save on demand)
    • All modalities (MS Teams audio, video, desktop sharing, IM)
    • Live monitoring of agents
    • Data localisation encrypted at rest and in transit
    • Speech analytics with word categorisation & sentiment analysis
Conversational Self-Service IVR
With built-in Conversational AI and an API extension, you can automate any service scenario.
Available in any voice platform and certified for Microsoft Teams.
Includes features from Conversational Auto-Attendant
    • Free speech transcription
    • Keyword-based speech inputs
    • Prebuilt Speech Entities (digits, alphanumeric strings, time and date)
    • Dynamic Text-to-speech
    • Integration with any CRM, DB
    • Triggering of Microsoft Power Apps and Power Automate flows
    • Get/Post REST API request
    • Supports headers and parameters
    • HTTPs support
    • API Request timers
    • Visual flow designer
    • Parametric SMS triggering
    • DTMF menus and digit collection
    • Generate DTMF
    • Route to contacts, departments and call queues
    • Send to voicemail
    • Present call info to Voca agent desktop
    • Conditions
    • Switching
    • Counter
    • Set variable
    • Built-in debugger
Conversational Auto-Attendant
Harness Natural Language Understanding to seamlessly reach any company contact or department.
Available in any voice platform and certified for Microsoft Teams.
Includes features from Conversational Auto-Attendant
    • Supports 14 language options
    • Built-in Speech-to-text, Natural Language Understanding, and Text-to-speech
    • Accommodates unique vocabulary (contact and product names, locations, and departments)
    • Automatic handling of duplicate contacts
    • Confidence thresholds
    • Support for aliases
    • DTMF fallbacks
    • Speech or DTMF inputs in parallel
    • Microsoft Teams Presence-based Routing
    • Multi-platform Attendant Transfer
    • Call hunting across user’s devices
    • In-platform voicemail and missed call notifications
    • Working hours & Holidays
    • Top requested Contacts & Departments
    • IVR & Call Queue Analytics
    • Multi-tenancy
    • Role-based access
    • Automatic sync with Active Directory
    • CSV import/export

Your Microsoft Teams Contact Centre

MS Teams Logo
Informal

Fills the gap between Microsoft Teams contact centre capabilities and premium contact centre vendors.

Intelligent Logo
Intelligent & Efficient

Leverage built-in conversational AI with 14 supported languages to manage enquiries and streamline operations.

Unique Logo
Unique

Native Azure-based agent and supervisor app using the Microsoft Teams calling infrastructure and client platform.

Bring Every Microsoft Teams User into the Service Workflow Image

Bring every Microsoft Teams user into the service workflow

Provide easily scalable contact centre capabilities together with flexible deployment and management options and the trusted reliability of Microsoft Teams Phone to every Teams user across the business.

Microsoft Teams and Voca, the perfect connection for unifying your customer and employee experience.

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One-app, one-screen contact centre experience in Teams

Transform Microsoft Teams into a powerful, all-in-one contact centre solution. Built in Azure, Voiceflex Voca leverages Microsoft Teams calling infrastructure to provide a seamless and reliable communication experience. Voca allows businesses to manage every customer interaction from a single screen, removing the need for disparate systems and simplifies internal and external interactions enhancing both agent efficiency and customer satisfaction.

  • Benefit from the reliability that comes with a native Azure-based app using Microsoft Teams calling infrastructure for seamless customer and agent communication.
  • Organise and manage customer interactions by channel, with advanced call controls and integrated CRM data from one interface.
  • Allow an unlimited number of agents and supervisors to log in as Microsoft Teams users.
One-app, one-screen contact centre experience in Teams Image
Automation designed with agents & customers in mind Image

Automation designed with agents & customers in mind

IVR has developed from enabling simple menu navigation to driving advanced Conversational IVR solutions tailored to diverse business requirements. Automate routine tasks like providing account balances or product details enabling agents to handle more complex questions and needs. Businesses can streamline backend workflows and customer interactions and provide efficient customer service whilst improving operational efficiency and reducing operational costs.

  • Embedded Conversational AI: Handle routine customer questions with pre-trained Natural Language Understanding, speech-to-text, and text-to-speech.
  • Drag-and-drop Flow Designer with API Requests: Create custom call flows for any service scenario quickly and easily.
  • CRM Integration: Automate data collection and personalise caller experiences with customer information.

Multitask across various digital CX channels

Enhance your contact centre capabilities by managing interactions across various digital channels. Voca ensures a consistent and efficient customer experience, allowing your agents to multitask and handle demands effectively.

  • Let customers interact via preferred channels - Empower customers to engage via voice, email, or WhatsApp, while Voca guides your agents to a consistent customer experience.
  • Allow agents and supervisors to manage their availability across multiple channels, adapting to changing demands and skill requirements.
  • Automatically route interactions to agents based on their availability and capacity, ensuring equal attention to all channels without manual selection.
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Voted Best Microsoft Teams Contact Centre

Optimise call flows and utilise conversational IVR for valuable customer insights.

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Routing that fits any scenario

For calls where answers can’t be provided immediately, route customers quickly to the most appropriate human agent based on the customers’ input.

  • Skill-based Routing - Direct customers to agents with the right expertise
  • Define Overflow Thresholds - Automate actions when wait times or queues exceed limits
  • Multi-platform Queuing - Route calls across any voice environment, even during migration
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Get knowledge into your desk's performance Image

Get knowledge into your desk's performance

Transform business operations and enhance customer experiences with powerful reporting and real-time insights.

  • Gain insightful details - Access reports on top IVR destinations & contacts, queue activity, digital interactions, call volume & transfer rates.
  • Enhance customer experience - Use a real-time dashboard to monitor pending calls, abandonment stats, average wait times, and agent status to quickly maintain service levels.
  • Multi-tenancy support - Manage multiple Voca services across multiple tenants, each with its own secured access for management and reporting. Backed by GDPR and HIPAA compliance.

A single pane of glass for your agents' communication, collaboration, & customer service

  • Who are Back-office Experts - Trusted and knowledgeable staff members who can assist an agent with a detailed solution to a complex customer issue.
  • Who are Internal Agents? Microsoft Teams users who provide ongoing internal and external service but don’t reside in the main service desk and would benefit from having contact centre features.
A single pane of glass for your agents' communication, collaboration, & customer service Image
FAQ Voiceflex Voca section Image

Yes, Voca is certified by Microsoft! This means Microsoft has reviewed and tested Voca to ensure the solution passes security and quality standards set per Microsoft guidelines. Microsoft leverages a variety of industry best practices to help assure confidence that enterprise organisations’ data and privacy are secured, protected, and compliant.

Yes, definitely. Voca has a DTMF-only channel license, that provides the same experience for users and customers, minus the Conversational AI aspects. Also, the DTMF-only channel license is a more affordable option than the Conversational AI channel.

Voca’s Conversational IVR and Auto-Attendant capabilities can connect to any type of the following:
  • Existing phone system, whether an Analog PBX, IP PBX, or Zoom UC
  • Certified for Microsoft Teams
  • On top of an existing Contact Centre
  • Web RTC click-to-call
  • Even directly to a SIP Trunk
The Microsoft Teams-only capabilities refer to the Voca Agent Desktop, Real-time Dashboard, and Skill-based Routing capabilities.

  • Healthcare
  • Utilities
  • Universities
  • Government
  • SaaS/Tech
  • Banking
  • Insurance
  • Manufacturing

Voca can be provided as a Cloud service by Voiceflex, or it can be deployed on the customer’s premises, whether on a Virtual Machine, Data Centre, or in the customer’s Cloud (Azure).

Voiceflex Voca

You are not committing to any services, just starting the process.

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