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2 minute read
The Brief: AudioCodes has announced support for Microsoft Teams Phone extensibility within its AI-first Voca Conversational Interaction Center (Voca CIC). Introduced during Enterprise Connect 2025, this new integration leverages Microsoft’s latest platform for standardized provisioning, onboarding, and day-to-day operations, enhancing the link between contact centers and Teams Phone. Voca CIC, an Azure-native omnichannel contact center certified for Teams, continues to deliver AI-driven services including intelligent routing and advanced analytics, now with improved reliability through Microsoft’s 99.999% uptime commitment. This update marks a continued collaboration between AudioCodes and Microsoft, building on previous integrations via Azure Communication Services and reflecting AudioCodes’ long-term commitment to enterprise voice innovation.
Source: AudioCodesAudioCodes Voca CIC Now Supports Microsoft Teams Phone Extensibility
Analyst Perspective: The introduction of Microsoft Teams Phone extensibility to Voca CIC strengthens AudioCodes’ enterprise offering through deeper integration with Microsoft’s communication infrastructure. Through building on an Azure-native foundation, the Voca CIC solution enables standardized provisioning and operational workflows, supporting a more scalable and maintainable CCaaS deployment.
Teams Phone extensibility ensures improved interoperability between contact center agents and Teams users across the organization. With intelligent routing, real-time call insights, and advanced analytics delivered natively through Azure, Voca CIC continues to support AI-powered customer engagement while benefiting from Microsoft’s 99.999% uptime commitment for Teams Phone.
This product update is aligned with AudioCodes’ strategy to unify customer experience and collaboration systems, offering a seamless pathway for enterprises adopting Microsoft Teams as their core communication tool.
Standardized Provisioning Enhances Operational Efficiency
AudioCodes Voca CIC’s integration with Teams Phone extensibility simplifies provisioning and customer onboarding processes by adopting Microsoft’s standardized operational framework. Enterprises can now set up and manage their Teams-integrated contact center more efficiently, reducing delays and administrative complexity. This is particularly beneficial for IT departments tasked with managing large-scale communications environments.
Aligning with Microsoft’s latest extensibility architecture, Voca CIC introduces a more intuitive onboarding process, which is essential for scaling across enterprise environments. The integration also ensures consistency in provisioning workflows and daily operations, aligning with broader IT service management practices. For organizations using Teams Phone, this update reduces friction and enhances system continuity.
Azure-Native Capabilities Deliver Built-In Intelligence
Voca CIC’s continued use of Microsoft Azure enables the delivery of embedded AI services, including intelligent routing, real-time call insights, and advanced analytics. The integration with Teams Phone extensibility ensures these features are now available through a standardized platform, improving reliability and performance.
With Microsoft’s support, Voca CIC operates under a 99.999% uptime guarantee, providing enterprise-grade dependability for contact center operations. These Azure-native capabilities are central to Voca CIC’s offering, streamlining how customer interactions are handled while empowering agents with real-time tools. This approach reinforces AudioCodes’ focus on modernizing contact centers using Microsoft-native technologies for both AI and communications.
A Continuation of Microsoft-AudioCodes Collaboration
The addition of Teams Phone extensibility to Voca CIC builds on AudioCodes’ long-standing relationship with Microsoft, which spans multiple communication platforms including Skype for Business and Microsoft Teams. This update marks another key milestone in their collaboration, solidified through previous efforts involving Azure Communication Services.
AudioCodes' portfolio under the Live Platform includes a wide range of Microsoft-certified products. Voca CIC stands out for its deep integration with Microsoft’s communication ecosystem. As a result, organizations deploying Microsoft Teams can adopt Voca CIC to create a unified experience between employees, agents, and customers. This ongoing partnership reinforces both companies’ commitment to enabling advanced contact center solutions within the Microsoft environment.
Advancing Enterprise Contact Centers with Microsoft-Certified Innovation
Voca CIC’s adoption of Microsoft Teams Phone extensibility expands AudioCodes’ capabilities in delivering modern, Azure-native contact center solutions. This move directly addresses pain points in provisioning, system reliability, and the demand for intelligent communication features across enterprises. Customers benefit from native AI services, seamless onboarding, and a standardized operational framework—all aligned with Microsoft’s best practices.
Enterprises already invested in Microsoft Teams will find Voca CIC’s approach practical and compatible. While the extensibility model enhances integration, potential challenges may arise around migration from legacy systems or staff training. However, AudioCodes’ certified portfolio and long-standing Microsoft alignment provide a strong foundation for overcoming these barriers and driving smoother deployment outcomes.
