How Microsoft Teams-certified Contact Centers are Built | Always On CX:EX by AudioCodes Voca

In this episode of Always On CX:EX, Josh Chronister talks with Manoj Priyankara, Director of Solution Architecture at AudioCodes, about designing and architecting Microsoft Teams contact centers.
They discuss the differences between Teams-based contact centers vs. standalone contact centers, scalability of a cloud solution, omnichannel customer interactions, and the role of AI in agent experience.
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Best Moments:
(01:48) Benefits of consolidating UCaaS and CCaaS onto Microsoft Teams
(11:37) How a Teams contact center can quickly scale to handle peak periods of demand
(19:01) Why Azure Communication Services is perfect for integrating channels like email, chat, and social media into your contact center
(26:57) The role of AI capabilities like virtual agents, conversational IVR, agent assist, and more
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Guest Bio:
Manoj Priyankara is the Director of Solution Architecture at AudioCodes. He has many years of experience in contact center architecture and solutions.
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Get Started with Voca CIC:
👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: voca.audiocodes.io/signup
👉 Learn more about AudioCodes Voca CIC: www.audiocodes.com/solutions-...
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