AudioCodes’ Gidi Adlersberg on VOCA CIC, Customer Experience, and the Practical Path to Better Service, Podcast, For the channel, that creates a meaningful opportunity. Partners and MSPs are looking for ways to bring AI to market in forms customers can understand, deploy, and measure. AudioCodes is making the case that conversational AI can be monetized when it is tied to practical use cases, clear service improvements, and better day-to-day communications performance.
@Doug Green
“Let’s empower them to be confident in being able to provide good service,” said Gidi Adlersberg, Head of the VOCA CIC business line at AudioCodes.
In a recent Technology Reseller News podcast, I spoke with Adlersberg about how conversational AI is being applied in real enterprise environments and how channel partners and MSPs can monetize AI while improving both customer experience and employee experience.
AudioCodes is well known in the market as a voice company with deep roots in enterprise communications infrastructure. As Adlersberg explained, the company spans everything from connectivity to AI, serving enterprises, service providers, and channel partners with both traditional voice infrastructure and newer voice AI solutions. That broad background gives AudioCodes a practical perspective on where AI fits and where it can deliver measurable value.
A key theme in the discussion was that many customer service journeys today are still frustrating by design. Too often, callers are routed through systems intended to keep them from ever reaching a live person, even when the recorded prompts suggest otherwise. That disconnect between what companies say and what customers actually experience creates friction, dissatisfaction, and missed opportunities.
Adlersberg said AudioCodes is focused on addressing those pain points step by step. Rather than claiming to solve every behavioral issue directly, the company’s approach is to remove the obstacles that keep employees from delivering the service customers actually need. The goal is to make teams more confident, more responsive, and better equipped to handle the calls that matter.
That is where the broader value of VOCA CIC comes into view. The platform is not simply about adding AI for its own sake. It is about helping organizations improve outcomes in both CX and EX, customer experience and employee experience, by using AI in ways that are grounded in the reality of business communications.
For the channel, that creates a meaningful opportunity. Partners and MSPs are looking for ways to bring AI to market in forms customers can understand, deploy, and measure. AudioCodes is making the case that conversational AI can be monetized when it is tied to practical use cases, clear service improvements, and better day-to-day communications performance.
This conversation is part of an ongoing series with AudioCodes on conversational AI and the customer calling experience. What continues to stand out is that AudioCodes is approaching the market not as an AI newcomer, but as a company extending long-established voice expertise into a new generation of intelligent communications.
Learn more: www.audiocodes.com
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