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.
Challenges
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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)."
Voiceflex’s Challenges Before Voca CIC
Voiceflex needed differentiation in its contact center offer in the market, beyond competing with enterprise-focused contact center vendors like Genesys. Beyond the traditional contact center, departments with informal contact centers like IT helpdesk, travel department, sales and HR are a core growth area for Voiceflex and a perfect fit for a Microsoft Teams contact center.
Why AudioCodes Voca CIC Was the Perfect Fit
Voiceflex had already built a strong relationship with AudioCodes through their work on session border controller (SBC) as a service. This history demonstrated AudioCodes’ technical expertise and commitment to delivering reliable solutions. The decision to expand this partnership with Voca CIC was a natural next step.
This trust, combined with AudioCodes' Azure-native technology, made Voca CIC the ideal solution to address Voiceflex's challenges.
Partner Requirements
Voiceflex’s partners needed more than a basic contact center. They required:
- Advanced Functionality: Conversational IVR, omnichannel and CRM integration to improve agent and customer experience.
- Scalability: The ability to quickly adapt to growing demands across multiple tenants and departments.
- Ease of Management: A user interface and administrator settings that enabled partners to manage call flows, reports, and queueing without relying on extensive technical support.
- Reliability: 99.999% uptime
Voca CIC delivered on all fronts, providing the flexibility and tools necessary to empower Voiceflex’s partners and elevate its offerings.
"Every time we demo Voca CIC, partners leave amazed by its capabilities beyond conversational IVR, sparking completely new conversations,”
Tom Hassan, Partner Engagement Manager.
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.
