Monday, December 22, 2025
AudioCodes has announced a major milestone in enterprise voice automation by successfully delivering a large-scale deployment of its Voca Conversational Interaction Center (Voca CIC) in collaboration with Go2Uno and Atento. This initiative supported a major healthcare organization and marked a significant leap forward in modernizing voice-based customer engagement through AI-powered conversational technology.
As a recognized leader in advanced communications software and AI-driven customer experience solutions, AudioCodes worked closely with Go2Uno, a specialized business communications service provider, and Atento, one of the world’s top five BPO companies. Together, the partners completed a complex Voice Agent and Conversational IVR modernization project in just a few weeks—an exceptionally short timeframe for an implementation of this size and technical complexity.
Notably, the rapid delivery highlighted the strength of the partnership among AudioCodes, Go2Uno, and Atento. While similar enterprise IVR transformation initiatives often require several months, this deployment reached full operational readiness in record time. As a result, the project clearly demonstrated how collaborative execution and mature AI platforms can dramatically accelerate digital transformation outcomes.
The newly implemented AI-powered Conversational IVR now supports more than 500 concurrent voice agents. In addition, it replaces legacy IVR infrastructure with a modern architecture capable of handling multiple, highly complex voice networking environments. By doing so, the solution enables greater flexibility, improved performance, and enhanced scalability for high-volume customer interactions.
Throughout the deployment, the teams worked together to modernize intricate call flows, integrate multiple carrier networks, and deploy intelligent AI-based routing. Consequently, the healthcare organization benefited from improved customer experience, stronger operational efficiency, and greater system resiliency. To further ensure uninterrupted connectivity, AudioCodes deployed its Session Border Controller (SBC) infrastructure alongside Voca CIC, providing continuity across the customer’s sophisticated voice environment.
Moreover, the solution delivers robust reporting and advanced analytics capabilities. These insights allow Atento and the healthcare provider to monitor voice agent performance, analyze call handling metrics, and gain a deeper understanding of customer interaction patterns. Over time, this data-driven visibility will support continuous optimization and more informed decision-making.
"Atento would like to thank the Go2Uno and AudioCodes teams for not only helping deliver a solution for one of Atento's most important customers, but doing it seamlessly and with exceptional precision. Go2Uno and AudioCodes accomplished in just 30 days what others projected would take three to six months. Their seamless integration of Azure Conversational AI was executed flawlessly, overcoming a challenge that many believed would require significant time and effort. The solution delivered not only meets our immediate needs but also provides Atento with a scalable, future-ready platform that positions us for continued growth and innovation." said Gustavo Samaniego, Senior IT Service and Deliveries Manager at Atento.
From an industry perspective, this deployment underscores the real-world impact of AI-powered Voice Agents when implemented at scale. Rather than serving as a proof-of-concept or limited pilot, the solution demonstrates production-grade AI driving tangible business results in a mission-critical environment.
"This deployment shows how AI-powered Voice Agents can modernize legacy IVR with predictable, high-quality outcomes at massive scale," said Gidi Adlersberg, Head of the Voca CIC Business Line at AudioCodes. "Together with Go2Uno and Atento, we delivered a flagship example of real AI in action. Not a pilot, not a demo, transforming complex operations quickly and improving customer experience where it truly matters."
Beyond immediate performance gains, the solution improves call containment rates, reduces average handling times, and establishes a scalable foundation for future AI-driven enhancements. Ultimately, this deployment illustrates how Voca CIC, supported by experienced partners like Go2Uno and Atento, enables practical, enterprise-grade customer experience modernization that is ready to evolve alongside growing AI demands.
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