VoiceCoreIQ — Azure AI Contact Center for Microsoft Teams & CRM

VoiceCoreIQ is a modern, Azure-native contact center for organizations standardizing on Microsoft 365. It combines Teams/ACS telephony, Azure AI, and deep CRM integration to resolve issues faster, improve agent experience, and lift CX metrics. Deploy in days, not months—transactable via Azure Marketplace.

Why it matters

• Lower AHT with AI notes and a unified desktop (no app-swivel).

• Higher FCR via context-aware routing and CRM screen-pop.

• Better CSAT/NPS through faster answers, multilingual support, and proactive supervisor assist.

• Lower cost per contact with voice self-service and voicemail-to-ticket automation.

• Faster time-to-value with Azure deployment and private offers.

Key capabilities

• Smart IVR (DTMF + speech): intent capture, data collection, conversational flows with fallback.

• Agent desktop inside CRM/Teams: call control, transcript, and notes in one window.

• Supervisor tools: whisper/barge, sentiment alerts, QA, and searchable transcripts.

• Compliance recording: secure storage, retention, audit trails.

• Analytics & dashboards: queues, agents, intents, sentiment, exports/schedules.

• Automation: voicemail→ticket, data-dips, CRM write-back, optional voicebot for Tier-1.

Deployment models

• Hosted SaaS by EZAIX

• Managed in your Azure tenant (customer-managed keys, data residency, RBAC)

Use cases
Warranty & tech support • Customer care • Global multilingual CX • Compliance-heavy operations • Hybrid/BPO models • High-volume Tier-1 automation

Security & compliance
Data encrypted in transit/at rest, Entra ID SSO, RBAC, audit logging, configurable retention, PII redaction options, segregated PCI handoffs via approved providers.

Microsoft value
Azure consumption aligned (ACS + AI), Teams-first, deployable via Azure Marketplace with private offers and CSP resale.

Categories
Contact Center; Communications; AI + Machine Learning; Analytics