AudioCodes: Powering the Future of Unified Communications and AI with Microsoft

Staying ahead of the curve is crucial in the ever-evolving landscape of unified communications (UC) and collaboration. AudioCodes, a long-time leader in enterprise voice technology, is not just keeping pace—they’re pioneering new frontiers. In a recent conversation with Gidi Adlersberg , Business Line Manager of Voca CIC at AudioCodes, we dove into their journey, partnership with Microsoft, and bold moves into AI-driven innovations like conversational AI and contact center solutions.

Thirty Years of Voice Leadership

AudioCodes has built a reputation as a leader in voice technology, working with enterprises and service providers worldwide for over three decades. As Gidi remarked, "Many people out there know AudioCodes as a voice company. We've been doing enterprise voice technology for just over 30 years now." Their solutions range from voice connectivity like media gateways and session border controllers (SBCs) to new-generation AI-driven applications, all forming the foundation of their continued success.

One of the most critical aspects of their business is their alignment with Microsoft. The partnership began during Microsoft's early foray into voice with products like Skype for Business and Lync, and it has since evolved into a key relationship centered on Microsoft Teams.

Betting on Microsoft—and Winning Big

Gidi highlighted a pivotal moment in AudioCodes' history: their decision to fully embrace the Microsoft ecosystem, even when it was still emerging in the voice communications space. “Back in the days, it wasn’t a trivial decision to put our bets on Microsoft. It was a Cisco and Avaya world," he noted. “To think about Microsoft and voice back then was pretty wild.”

That decision has paid off today, as Microsoft Teams dominates the unified communications-as-a-service (UCaaS) market. "Teams is by far leading the UCaaS area by magnitude," Gidi added. AudioCodes' close alignment with Microsoft has allowed them to fill critical gaps within the Teams phone ecosystem. They provide enterprise-grade connectivity, Teams-certified phones, meeting room devices, compliance recording, and contact center solutions. Gidi proudly stated, "As of today, we have the widest portfolio of Microsoft-certified solutions."

Navigating the Gaps in Microsoft Teams

While 微软 Teams offers a robust platform for communication and collaboration, certain gaps exist—particularly regarding telephony and related enterprise features. This is where AudioCodes steps in, delivering enterprise-grade connectivity with stability and reliability that customers depend on.

“People need Teams-certified phones, meeting room devices, compliance recording, and contact center solutions,” Gidi explained. "We as AudioCodes come into those gaps and do a nice job at being able to really cater for all of those needs at once." For companies migrating from legacy phone systems to Microsoft Teams, AudioCodes offers a one-stop solution, ensuring a seamless transition.

Entering the AI and Contact Center Arena

In addition to their UC expertise, AudioCodes is making waves in AI. They’ve invested in conversational AI since 2016—long before it became a mainstream topic. “Back then, speech recognition wasn’t as reliable as it is today," Gidi said. "But we identified the potential early on." With the rise of large language models and GPT-powered applications, AudioCodes is well-positioned to leverage its expertise and provide high-impact AI-driven solutions.

Their solution, Meeting Insights, stands out in a crowded market of AI meeting assistants by focusing on organizational needs rather than individual users. As Gidi said, "With Meeting Insights, we’re focusing on the organizational part of the experience. I like to call it a digital hallway that allows me to know whenever someone in the company is out there talking about the solution I manage."

AudioCodes is also making waves in the Contact Center as a Service (CCaaS) space with their Voca CIC solution, which integrates seamlessly with Microsoft Teams. This solution brings conversational AI to the contact center, handling large volumes of calls for major enterprises. "Our largest deployment with Voca handles 2.5 million monthly calls," Gidi said, noting how AudioCodes’ engineering DNA has enabled them to bring high reliability and uptime to this space.

What’s Next: More AI, More Innovation

Gidi sees AI playing an even bigger role in AudioCodes' future. "We’ve been here for quite some time, and now it’s our time to leverage our long investment in AI." Beyond adding AI features to existing solutions, AudioCodes is exploring standalone applications like Q&A bots to handle more routine inquiries. Gidi emphasized that while features are becoming commoditized, AudioCodes is focused on delivering a superior experience tailored to customer needs. “We will continue to invest in listening to our customers and bringing solutions that make a perfect fit.”

Gidi highlighted the potential in untapped markets, such as frontline employees and informal agents (sometimes called citizen agents). While these workers are not full-time contact center agents, they still require many of the same capabilities, like intelligent routing and CRM integration. AudioCodes is already thinking about how to bring AI-driven solutions to these underserved groups.

A Future Powered by Partnership and Innovation

The Microsoft partnership continues to be a cornerstone of AudioCodes' success, and they remain deeply embedded in the Microsoft ecosystem. With upcoming events like Microsoft Ignite and Enterprise Connect AI, AudioCodes will have plenty of opportunities to showcase their innovations and strengthen their relationships with key partners and customers.

Gidi summed it up best: “We’re trying to be at any place that discusses Teams and the Microsoft ecosystem, and it’s a solid bet to expect to find us there."

LinkedIn Summary

AudioCodes has been a leader in voice technology for over 30 years, aligning closely with Microsoft to provide enterprise-grade solutions for Teams. In a recent conversation with Gidi Adlersberg, Business Line Manager at AudioCodes, we explored how the company is filling critical gaps in the Teams ecosystem and pioneering AI-driven innovations in contact centers and conversational AI. As AudioCodes expands into new markets like frontline workers and informal agents, they remain at the forefront of unified communications, offering unparalleled reliability and customer-focused solutions.