22. The Brain Behind the Call: Call Automation, Teams Phone, and Intelligent Voice Agents with Sean Keegan (Microsoft)
Manage episode 488251647 series 3570623
When your contact center is responsible for supporting reps, customers, and the technology that holds it all together, stability is essential. In this conversation, host Josh Chronister welcomes Sean Keegan from Microsoft to talk all things Azure Communication Services: from integrating communication methods like voice, video, chat, and SMS, to the powerful, low-latency audio streaming API that enables new real-time experiences. Hear how the platform lets organizations build programmable call flows, enable real-time transcription and translation, and use AI for smarter routing and sentiment analysis. The discussion highlights practical scenarios in healthcare, government, and beyond, always coming back to the importance of reliability, five nine uptime, and the ability to trust the infrastructure powering Microsoft Teams Phone.
👤 Guest Bio
Sean Keegan is a Developer Evangelist at Microsoft. Sean focuses on helping organizations and developers leverage Azure Communication Services for voice, video, chat, and advanced call automation. In this conversation, he shares examples and insights from working directly with customers across multiple industries.
LinkedIn: https://www.linkedin.com/in/seanryankeegan/
📌 What We Cover
- Azure Communication Services as Microsoft’s AI-ready communication platform for integrating voice, video, chat, SMS, and telephony into applications
- Why call automation is described as “the brain behind the call,” controlling responses, routing, IVRs, and actions programmatically
- Production use cases in healthcare, banking, and government agencies, especially for contact routing and reducing manual effort
- The ease of getting started with call automation, available documentation, and how complexity depends on features like AI logic
- How the Calling SDK brings powerful voice and video capabilities into apps, and enables real-time features like transcription, sentiment analysis, and translation
- Introduction of the bi-directional audio streaming API for low-latency, real-time audio, and what’s possible now for global communication
- The significance of Teams Phone extensibility, powered by Azure Communication Services, for customizable call flows and advanced call control in the contact center
- Combining Azure Communication Services with Azure Cognitive Services and OpenAI to create intelligent voice bots, real-time translation, and unbiased sentiment analysis for agents
- The central importance of reliability, uptime, and enterprise-grade infrastructure for contact centers
🔗 Resources Mentioned
- Sean Keegan LinkedIn: https://www.linkedin.com/in/seanryankeegan/
- AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center
- Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup
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Get Started with Voca CIC
👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup
👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center
22 episodes