Gidi Adlersberg, Voca CIC Business Line Manager at AudioCodes, discusses the new Microsoft Teams Voice Agent Certification Program, with AudioCodes being the first vendor to achieve certification.
• How the certification builds on Microsoft's Unify integration model, using the same Azure technology stack as the Microsoft Teams Contact Centre certification
• The difference between Microsoft's native Teams Phone Agent and the extended, fully managed AI receptionist service from AudioCodes
• Real-world use cases including caller authentication, knowledge base-driven troubleshooting, and sentiment-aware bot responses
• Why proper bot-to-human escalation is critical and how context is preserved when transferring to a live Microsoft Teams user
• AudioCodes' predictable, capped commercial model with no token-based charges
• Implementation as a fully managed service, from proof of concept through to production
Thanks to AudioCodes, this episode's sponsor, for their continued support of Empowering.Cloud.
