Unified Communications Implementation at University of Central Florida

This technical report examines the implementation of a Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solution at the University of Central Florida (UCF) using Microsoft Teams and AudioCodes Voca Conversational Interaction Center (CIC). UCF, a large public university, faces diverse communication needs that extend beyond traditional educational requirements. The report details how UCF integrated Microsoft Teams with AudioCodes solutions to enhance its communication infrastructure, addressing the needs of over 200,000 users, including students, faculty, and staff. Key features of the implementation include intelligent call routing, AI-powered self-service options, and enhanced reporting capabilities. The report also highlights the challenges faced by UCF in managing a large-scale communication system and the solutions adopted to streamline operations, improve user experience, and ensure reliability. The deployment of AudioCodes Mobile Connect further extends Teams capabilities to mobile users, ensuring seamless communication across various platforms.