University of Central Florida Contact Center Implementation

This case study details the implementation of the AudioCodes Voca Conversational Interaction Center (CIC) at the University of Central Florida (UCF), the second-largest university in the United States. UCF faced challenges with system uptime and communication infrastructure, prompting a shift to Microsoft Teams for enhanced collaboration. The objectives included improving customer experience through conversational AI, ensuring quick implementation, and achieving a scalable contact center solution. The Voca CIC provided a native integration with Microsoft Teams, allowing UCF to efficiently manage multiple contact center desks across its campuses. The solution facilitated easy scalability, enabling UCF to adapt to changing needs without lengthy processes. Additionally, the integration with ServiceNow CRM improved service resolution times. UCF's CTO expressed satisfaction with the transition to cloud services, highlighting the benefits of reliability and simplified billing practices. Overall, the case study illustrates UCF's successful partnership with AudioCodes in enhancing its communication infrastructure.