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3 minute read
The Brief: AudioCodes announced the successful large-scale deployment of its Voca Conversational Interaction Center (Voca CIC) in collaboration with Atento and Go2Uno.
The project transformed a major managed care organization’s IVR system into a scalable AI-driven platform supporting over 500 concurrent voice agents. Completed in a record timeframe, the deployment integrated complex carrier networks, streamlined call flows, and introduced intelligent routing.
AudioCodes’ SBC infrastructure ensures reliable connectivity across the system, while enhanced analytics provide Atento with live insights into agent performance and customer engagement metrics.
This combination of speed, operational visibility, and AI-driven capabilities allows Atento to improve efficiency, enhance customer experience, and establish a robust foundation for ongoing conversational AI initiatives.
Discover full details of the announcement about AudioCodes Voca CIC at audiocodes.com.
Source: AudioCodesAudioCodes Deploys Voca CIC Voice Agent at Large Scale with Atento and Go2Uno
Analyst Perspective: This rollout highlights how conversational AI is maturing and moving into full-scale, enterprise-ready deployments. Supporting hundreds of simultaneous voice agents demands predictable performance, tight integration, and operational clarity, all addressed in this implementation.
The AudioCodes, Atento, and Go2Uno partnership also underscores how collaborative approaches can dramatically shorten timelines that traditionally slow IVR modernization. By coordinating AI capabilities with service delivery and carrier systems, the deployment modernizes customer interactions without disruption.
Real-time analytics provide visibility that ensures operational governance stays as important as automation itself. Organizations managing large call volumes in regulated industries can look to this deployment as proof that conversational AI can scale effectively, maintain control, and uphold performance standards, all while enhancing the customer experience.
Enabling High-Volume AI Voice Interactions
Designed for enterprise workloads, Voca CIC supports high-volume voice interactions with reliability and consistency.
The platform efficiently balances hundreds of active AI agents while adapting to dynamic call patterns. Through streamlining call distribution and implementing intelligent routing, it enables conversations that feel natural rather than menu-driven.
Its compatibility with multiple carrier systems allows organizations to preserve existing telephony investments. The deployment also introduces operational flexibility, supporting adjustments and expansions without major infrastructure changes.
As enterprises scale, this approach ensures that AI-driven voice interactions remain seamless, resilient, and capable of handling complex scenarios, creating a foundation that can evolve alongside emerging technologies and growing customer expectations.
Operational Visibility Through Analytics and Reporting
Analytics and reporting are key components of this large-scale AI voice deployment, making operational insights immediate and actionable.
Real-time monitoring allows teams to see how voice agents handle calls, track performance metrics, and pinpoint areas for improvement. Moving beyond the limitations of traditional IVR systems, this approach supports ongoing optimization and smarter resource planning.
Large-scale deployments also benefit from compliance checks, quality monitoring, and capacity forecasting—all built into the platform itself. By keeping reporting embedded, stakeholders avoid juggling multiple tools and can focus on improving customer interactions.
With AI agents handling more conversations than ever, this level of visibility ensures efficiency, accountability, and the ability to quickly adapt to evolving service requirements.
Accelerating IVR Modernization Timelines
Getting a large-scale IVR deployment up and running in weeks is no small feat, and it signals a shift in how quickly organizations can modernize.
Traditional system upgrades often take months, thanks to integration challenges and extensive testing. Here, pre-integrated AI, cloud-based infrastructure, and close partner collaboration made a fast rollout possible.
The benefits are clear: less risk, faster transition, and quicker efficiency gains.
As conversational AI becomes more capable, speed is more than just a convenience; it’s a differentiator. For service providers handling multiple enterprise clients, rapid deployment isn’t just impressive, it’s essential to keeping up with evolving expectations for smarter, more responsive customer experiences.
Maximizing Enterprise Value Through Conversational AI
AudioCodes, Go2Uno, and Atento combine complementary strengths to deliver a cohesive voice modernization solution.
AudioCodes provides Voca CIC, SBC infrastructure, and AI-powered voice capabilities, forming the technological foundation. Meanwhile, Go2Uno ensures seamless integration across complex networks and carrier systems, connecting the platform to operational environments.
Atento contributes its operational scale and service delivery expertise, enabling high-volume customer interactions with real-time monitoring.
The new deployment resolves the common limitations of traditional IVR systems—such as inflexible workflows, poor visibility, and slow updates—by implementing AI-driven routing, adaptable call flows, and integrated analytics.
While organizations may face challenges including guiding change, refining voice models, and maintaining continuous system performance, these can be addressed through phased rollouts, active monitoring, and close coordination between platform teams and operational staff.
Moving forward, deployments like this suggest conversational AI will increasingly be treated as core voice infrastructure rather than an overlay. As demand grows for automation that scales reliably, platforms that combine AI, connectivity, and operational insight are likely to gain traction among large enterprises and service providers.
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