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3 minute read
The Brief: AudioCodes has expanded its Live offering by introducing AI-powered value-added services (VAS) designed to enhance customer experience and employee experience for enterprises. These services include Voca CIC, an AI-first omnichannel contact center solution for Microsoft Teams; Meeting Insights, a generative AI-powered meeting productivity tool; and Interaction Insights, a cloud-based solution for compliance recording and interaction analytics. Delivered via the AudioCodes Live Platform, these services provide automation and AI-based monitoring, helping service providers accelerate customer onboarding and reduce costs. Available on a subscription basis, they enable service providers to offer differentiated solutions efficiently.
Source: AudioCodesAudioCodes Introduces AI-Powered Value-Added Services: Voca CIC, Meeting Insights, and Interaction Insights
Analyst Perspective: The introduction of AI-powered value-added services to AudioCodes’ Live offering reflects the company’s strategic focus on modernizing enterprise communications. The services, including Voca CIC, Meeting Insights, and Interaction Insights, leverage AI to optimize workflows and elevate CX and EX. Delivered through the AudioCodes Live Platform, these tools provide service providers with advanced capabilities, such as automated onboarding, AI-based analytics, and compliance solutions. Through focusing on Multi-CaaS environments, the company positions itself as a critical enabler of efficient service delivery for partners and customers alike.
Source: AudioCodesRevolutionizing Enterprise Communication with Voca CIC
Voca CIC offers an AI-first omnichannel contact center solution tailored for Microsoft Teams. Built on Azure, it provides essential contact center features without excessive costs. This lightweight tool integrates Microsoft Teams users into the service workflow, enabling organizations to deliver unified customer and employee experiences. Its built-in conversational AI supports 14 languages, creating a seamless, multilingual customer service environment. Moreover, Voca is designed to scale, making it suitable for departments beyond the traditional contact center, creating an adaptable and cost-efficient communication infrastructure for businesses.
Source: AudioCodesEnhancing Productivity with Meeting Insights
Meeting Insights is a generative AI-powered tool designed to improve decision-making across enterprises. It transforms communication into a reusable resource by capturing, analyzing, and organizing Microsoft Teams meetings. The tool provides automated recording, transcription, and AI-driven meeting summaries, offering insights into key topics, decisions, and action items. These features ensure employees stay focused during conversations while having access to comprehensive meeting details later. Through organizing meeting data centrally, Meeting Insights supports informed decision-making and simplifies the process of reviewing critical discussions.
Source: AudioCodesStreamlining Compliance with Interaction Insights
Interaction Insights, a next-generation recording service for Microsoft Teams, ensures compliance, quality assurance, and efficient call monitoring. Delivered as a cloud-based solution via the AudioCodes Live Platform, it offers secure and scalable storage options for industries such as finance, healthcare, and government. This tool addresses use cases ranging from compliance recording to malicious call monitoring, making it versatile for various enterprise needs. Its cost-effective pricing and simple deployment make it an attractive solution for businesses seeking reliable call recording and interaction analytics without operational complexity.
Enhancing Service Delivery with AudioCodes Live Platform
The AudioCodes Live Platform serves as the backbone for the company’s value-added services, offering advanced tools for Multi-CaaS environments. Through integrating service automation and AI-based monitoring, the platform streamlines operations for service providers and channel partners. This approach accelerates customer onboarding and minimizes operational costs and reduces time to revenue.
Complementing its certified voice calling services for Microsoft Teams, Webex by Cisco, and Zoom Phone, the platform also supports cloud voice migration for enterprise contact center solutions like Genesys Cloud. According to Lior Aldema, Chief Business Officer at AudioCodes, the platform empowers partners to differentiate their offerings and achieve higher margins through efficient, automated service delivery that transforms customer and employee experiences.
Bridging CX and EX with AI-Powered Solutions
AudioCodes’ expanded Live offering demonstrates the company’s commitment to enhancing enterprise communication with advanced AI-powered value-added services. With tools like Voca CIC for omnichannel contact centers, Meeting Insights for productivity enhancement, and Interaction Insights for compliance and analytics, the portfolio addresses pain points such as high operational costs, fragmented workflows, and the need for regulatory adherence. These services cater to industries like finance, healthcare, and government, offering scalable and cost-efficient solutions. Potential challenges, such as adapting to organizational infrastructures or ensuring data security, can be mitigated with the Live Platform's automation and analytics capabilities. This strategic approach ensures businesses can achieve seamless integration and unlock new revenue opportunities while maintaining compliance and efficiency.
