AudioCodes launches AI receptionist
- AudioCodes on April 23 released Voca CIC 12.2, adding an AI Receptionist that answers business calls, routes requests and resolves common issues. - The new feature works across Microsoft Teams Phone and legacy systems including Cisco, Zoom and Avaya, with calendar booking and self-service automation. - The launch extends Voca beyond Teams-native contact center software into front-desk automation for mixed phone estates. (audiocodes.com)
AudioCodes has launched an AI Receptionist inside Voca Conversational Interaction Center 12.2, turning its contact-center software into a front door for inbound business calls. (audiocodes.com) The company dated the general-availability release April 23, 2026. It described the feature as a conversational entry point that can resolve requests “from first hello to full resolution.” (audiocodes.com) In practice, the software lets callers say why they are calling in natural language instead of pressing keypad options. Voca CIC then routes them to a person, department or queue, or pushes them into automated self-service. (audiocodes.com) (microsoft.com) AudioCodes says the AI Receptionist can also handle calendar booking, voicemail and notifications, and presence-based routing tied to a company address book. The product page says the voice agent supports intelligent routing and booking as part of the same flow. (audiocodes.com) (microsoft.com) The bigger shift is where the feature now runs. AudioCodes’ release notes say the AI Receptionist extends beyond Microsoft Teams Phone to legacy phone systems including Cisco, Zoom and Avaya. (audiocodes.com) That moves Voca CIC beyond its original pitch as a Teams-native omnichannel contact center built on Azure. AudioCodes still markets the product around Microsoft Teams integration, 99.999% voice uptime and Microsoft’s Unify certification. (audiocodes.com 1) (audiocodes.com 2) AudioCodes has been building the plumbing for that broader reach through its Live Platform, which already supports voice services for Microsoft Teams, Cisco Webex Calling and Zoom Phone. The company said in 2024 that it was adding AI-powered services on top of those calling environments. (audiocodes.com 1) (audiocodes.com 2) The release also adds a central place to design and manage AI conversations, plus workflow changes for conferencing, callbacks and outbound text messaging through Azure Communication Services. Those details suggest AudioCodes is packaging the receptionist as a product, not just a custom bot project. (audiocodes.com) For customers, the pitch is simple: replace menu trees and receptionist overflow with a voice bot that can understand requests and act on them across existing phone systems. For AudioCodes, it is a bet that the front desk is now part of the contact-center software stack. (audiocodes.com 1) (audiocodes.com 2)
