What challenges did AudioCodes face before AI implementation?

Need to reliably scale and modernize global hotline and contact center operations for enterprise clients. Integrate contact center and Teams phone systems for unified employee and customer experience. Reduce agent onboarding time and simplify expansion of departmental contact center desks. Enable advanced engagement and automation via AI conversation, routing, and insights.

What was the impact of the AI solution?

Zero downtime across 170 hotlines during high-volume holiday periods. Reduced agent onboarding time and complexity for new hotlines and departments. Scalable to 120+ countries and 65 Fortune 100 clients, enabling global expansion. Enhanced customer insights and improved agent/customer satisfaction.

Source

MicrosoftProductionEvidence: Low40/100

AudioCodes Elevates Global Hotline Reliability and AI Contact Centers

Use case typeCustomer service automationUpdated Jun 13, 2026

AudioCodes integrated Azure Communication Services (ACS) to enhance their Voca Conversational Interaction Center (CIC) for robust, AI-powered customer experience (CX), specifically for enterprises using Microsoft Teams. The solution focused on seamless integration with Teams, enabling rapid deployment of hotlines and scaling across 120+ countries with 99.999% reliability. Conversational AI—powered by Azure OpenAI and speech/NLU services—enabled smart routing, conversational IVR and automation, benefitting organizations such as Vanderlande and University of Central Florida. Vanderlande realized zero downtime for 170 global hotlines during peak holiday seasons, fast onboarding of agents, cost-effective CX and hotlines spun up in 30 minutes. UCF used Voca CIC's AI and ACS integration to expand their contact center’s AI capabilities across 40+ departmental desks, with quick onboarding and high acceptance among staff. The tight partnership with Microsoft ACS accelerated Voca CIC's innovation roadmap, positioning AudioCodes as a leader in Teams-based CCaaS (Contact Center as a Service). Fortune 100 companies use this solution to gain enhanced customer insights, reduced agent onboarding time, and scalable, reliable global operations.

Organization: AudioCodes
Industry: Tech & Comms
Location: Global
Published: February 2025

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: AudioCodes, Vanderlande, University of Central Florida
Provider: Microsoft
Maturity: Production
Linked source: techcommunity.microsoft.com

Deployed AI-powered automation to handle voice and digital interactions efficiently

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

1AI-powered Conversational IVR and Automated Call Routing
2Scalable global hotline management via Teams integration
3Contact center AI analytics for customer insights

Adopted Azure Communication Services for native Teams integration and AI-driven contact center.
Leveraged Azure OpenAI Service for conversational IVR and intelligent agent capabilities.
Deployed AI-powered automation to handle voice and digital interactions efficiently.
Provided fast deployment tools to spin up new hotlines and integrate new departments quickly.

Technologies

Azure Communication Services Azure OpenAI Microsoft Teams AI

Zero downtime across 170 hotlines during high-volume holiday periods.
Reduced agent onboarding time and complexity for new hotlines and departments.
Scalable to 120+ countries and 65 Fortune 100 clients, enabling global expansion.
Enhanced customer insights and improved agent/customer satisfaction.

Architecture

Voca CIC is built with Azure Communication Services for direct integration to Microsoft Teams (using the Calling SDK and Job Router). Azure OpenAI Service powers conversational AI modules for IVR/IVA automation, matched with Teams voice/media; tightly coupled event and routing logic ensures 99.999% reliability and global scalability.

Sources & evidence1

Evidence: Low40/100Evidence strength