7. Unveiling the Architecture and Design of Modern Contact Centers on Microsoft Teams

Always On CX:EX

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: https://voca.audiocodes.io/signup

👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center