Voca Conversational Auto Attendant: Making Calls More Intuitive and Intelligent!

By combining speech recognition and Natural Language Understanding (NLU) technology, Voca can instantly identify the caller's request and transfer them directly to the correct staff member or department without navigating through complex multi-level menus. It supports built-in company directory synchronization, voicemail, and cross-device searching, helping enterprises build a highly efficient, low-burden intelligent call answering process. Whether it's checking bills, finding a sales representative, or requesting IT support, Voca responds quickly and boosts satisfaction.

Easily Build Conversational Flows | Voca CIC Visual Designer

Using Voca CIC's Visual Flow Designer, users can build complete interaction logic with a drag-and-drop interface. This allows for the creation of automation flows including Natural Language Processing, voice guidance, conditional judgment, and data queries without writing any code.
The built-in Conversational AI supports multi-language recognition and dynamic Text-to-Speech (TTS). It can also integrate with CRM and databases to perform intelligent routing based on user input, quickly connecting callers to contacts, departments, queues, voicemail, or SMS, achieving an all-channel, highly efficient service experience.

Flexible Smart Queue Management: Making Call Transfers More Accurate and Timely

Voca CIC integrates with Microsoft Teams user presence and multiple routing strategies, ensuring calls are no longer left waiting aimlessly. It supports various scheduling methods, such as round-robin, serial, and broadcast, and allows for flexible call distribution based on agent status, VIP identification, and custom conditions. Built-in features include queue time announcements, a callback mechanism, and overflow handling logic, helping enterprises effectively manage call volumes and customer expectations, significantly improving service efficiency and satisfaction.

• Integrates with Teams User Status and Presence Routing

• Supports intelligent queues with up to 20 agents

• Provides callback, queue status announcements, and expected wait times

• Automatically handles calls exceeding the capacity limit and redirects them back to the main flow

• Can be combined with VIP priority and department transfer strategies

Skill-Based Routing: Connecting Every Call to the Most Suitable Person

Voca CIC supports Microsoft Teams' Skill-based Call Routing, which automatically assigns incoming calls to the most qualified team member based on the skill categories and proficiency levels set for agents or supervisors.
The system simultaneously considers the user's online status and skill matching score, coupled with flexible skill group and routing condition settings, ensuring that every caller quickly receives professional and timely service.

• Each agent can be assigned multiple skills and proficiency levels

• The system automatically distributes calls based on skill level and availability

• Simple visual management for skill-to-queue binding settings

• Increases first-call resolution (FCR) rates, reducing transfers and waiting times

Dedicated Agent and Supervisor Interface Built into Microsoft Teams

Voca CIC functions as a Microsoft Teams application, embedding directly into the Teams interface to provide a single-stop management portal for agents and supervisors. All operations—from caller information display, call control (mute, hold, transfer, consult), customer service record lookup, to status switching and task tracking—can be completed within the same window. This eliminates the need to jump between systems, significantly boosting processing efficiency and user experience.

Both customer service agents and supervisory monitoring personnel can instantly track interaction progress through the familiar Teams interface, achieving a truly "complete contact center work without leaving Teams" high-integration experience.

Real-Time Monitoring of Voice Interaction Status to Optimize Team Response Efficiency

Voca CIC provides a real-time dashboard integrated within Microsoft Teams, allowing supervisors and team members to instantly grasp the overall operational status of the voice channel. It presents key metrics such as the number of calls answered, missed calls, and average wait/response times. Intuitive charts display the current calling status of agents (outbound, answering, available, offline), helping the enterprise quickly make resource adjustments and service decisions.

• Real-time monitoring of call volume and waiting times

• Visual display of agent status (Available / On Call / Offline)

• Improves supervisor responsiveness and scheduling flexibility

• Supports SLA analysis and trend identification to enhance operational efficiency

One-Stop Real-Time Monitoring | Comprehensive Control Over All Channel Interactions

Voca CIC offers an all-channel real-time monitoring panel integrated with Microsoft Teams, supporting various communication formats including Voice, Email, and Chat, with a detailed breakdown of handling status across different departments (e.g., Sales, IT). The system instantly displays the number of pending items, average and maximum wait times, answering efficiency, and abandonment rates for each channel, helping enterprises quickly identify bottlenecks and optimize staffing. Visual charts showing agent utilization across channels enable supervisors to make immediate adjustments and responses.

• Instantly track multi-channel processing metrics (Pending / Answered / Abandoned)

• Supports cross-departmental display and monitoring

• Graphical representation of agent utilization and working hours

• Effectively identifies waiting bottlenecks and service gaps

• Paired with pre-warning settings for dynamic staff adjustment

Comprehensive Report Analysis × Flexible API Integration, Helping You Grasp the Full Operational Picture

Voca CIC provides a rich historical reporting module, covering key contact center metrics such as call performance, IVR usage, queue activity, agent status, and handle time. Reports support filtering by conditions like date, tenant, and function menu. Furthermore, through the built-in Reporting API, enterprises can automatically import interaction data into Business Intelligence platforms like Power BI, Qlik, Tableau, and SAP, customizing exclusive reports and dashboards to build a truly data-driven foundation for customer service decisions.

Flexible Multi-Tenant Architecture to Meet the Needs of Large Organizations and Service Providers

Voca CIC supports a Multi-Tenant deployment architecture. Whether for multinational enterprises, corporate groups, or carrier-provided multi-site services, it allows for the independent setup of tenants, authorized roles, and reporting permissions for different business units.
Call channel capacity can be flexibly configured between tenants. Furthermore, the "Floating Licenses" model allows resources to be shared on demand, greatly enhancing licensing efficiency and cost flexibility. It also supports Active Directory and MS Teams Presence synchronization, facilitating centralized management and real-time collaboration.

Custom Access Permissions to Create a More Secure and Flexible Management Framework

Voca CIC supports granular user permission settings, allowing the creation of Access Profiles based on roles to control viewing and editing permissions for various features. It supports account synchronization via Azure AD security groups, and also allows for independent local user creation.
Simultaneous support for Single Sign-On (SSO) and local login makes management more convenient and access more secure, satisfying enterprise requirements for IT security and compliance.