Executive Summary
Voiceflex partnered with AudioCodes to offer the Voca Conversational Interaction Center (CIC), as the preferred Microsoft Teams contact center for the channel and their clients. Voca CIC delivered critical features like conversational IVR, CRM integration and the reliability of the Azure infrastructure, helping Voiceflex meet partner demands for reliability, ease of management and contact center capabilities for multiple departments. The partnership is positioned to boost revenue per user and meet the market trend for purchasing Microsoft Teams telephony and contact center from the same vendor. With plans to expand globally, Voiceflex is ready to deepen partner relationships in the Microsoft Teams ecosystem with the inclusion of Voca CIC.
Background
Voiceflex is a leading telecoms carrier of SIP, UCaaS, CCaaS, Microsoft Teams, AI, Recording & Cloud products serving 1,000+ partners in a wide range of industries from law, finance to retail.
For more information, visit the Voiceflex website.
Voiceflex and AudioCodes: A Partnership that Continues to Grow
Voiceflex, a UK-based innovator in IT and communications, has redefined itself in recent years. Moving beyond its roots in SIP trunking, the company has embraced its role as a "techco," meeting the rising demand for cloud-based communications and modern customer interaction solutions. A pivotal part of this transformation has been Voiceflex’s collaboration with AudioCodes and its adoption of the Voca Conversational Interaction Center (CIC). This partnership represents a strategic response to the rapidly changing needs of Voiceflex’s partners and customers, setting a new standard for Microsoft Teams-certified contact centers.
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Voiceflex needed differentiation in its contact center offer in the market, beyond competing with enterprise-focused contact center vendors like Genesys.
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No solution in the Voiceflex portfolio to fulfill the market trend for purchasing Microsoft Teams telephony and contact center from the same vendor.
"Voca CIC gave us a toolkit to align with our partners’ needs, delivering applications that add real value while increasing average revenue per user (ARPU)."
Objectives and Outcomes
Voiceflex approached Voca CIC with three clear goals:
- Boost Revenue per User: Enable partners to increase ARPU through coupling Microsoft Teams telephony and contact center services.
- Expand Partner Offerings: Equip partners with features like omnichannel communication and conversational IVR.
- Simplify Integrations: Bridge legacy systems with a modern cloud contact center to improve overall functionality.
The results speak for themselves:
- Partner Empowerment: Resellers gained access to easy-to-manage tools, allowing them to attract and retain customers more effectively.
- Innovation in Action: With AI advancements and omnichannel capabilities, Voiceflex ensured their Voca CIC offering is competitive with direct integrations to WhatsApp and OpenAI.
- Market Differentiation: Voca CIC helped position Voiceflex as a leader in informal contact center solutions, outpacing enterprise-heavy competitors.
Future Plans
Voiceflex is just getting started. With Voca CIC, the company plans to:
- Expand globally by offering a solution to the UC and contact center consolidation trend.
- Offer innovative AI-powered tools to keep pace with industry trends.
- Deepen partnerships in the Microsoft Teams ecosystem, solidifying its leadership in omnichannel communication.
"Voca CIC lets us offer a front-end solution that simplifies complex integrations, protects our partners’ legacy systems, and enhances their ability to sell new services."
Paul Taylor, Chief Commercial Officer
Conclusion
Voiceflex’s collaboration with AudioCodes highlights the potential of strategic partnerships to drive average revenue per user, deepen Microsoft Teams ecosystem partnerships and offer unified communications and contact center consolidation with a cloud contact center as a modern alternative to legacy systems.
By implementing Voca CIC, Voiceflex has helped partners overcome the slowing demand for telecom services and positioned itself as a leader in the cloud contact center distributor space. With a focus on delivering real value, boosting ARPU and empowering resellers, Voiceflex has set a high bar for excellence in the IT and communications industry.
