AudioCodes Expands Voice CPaaS Offering with AI Agents

Rhea-AI Summary

AudioCodes (NASDAQ: AUDC) has announced AI Agents, a new module for its Live Hub Voice CPaaS platform. This enhancement enables enterprises to build and integrate LLM-powered voice bots with their existing telephony and customer engagement systems.

The AI Agents module features natural conversations powered by third-party LLMs, secure API integration, and modular workflow orchestration. The solution is designed to help enterprises reduce cost-to-serve, scale operations, and provide consistent 24/7 customer experiences through their existing infrastructure without requiring complete system replacements.

Live Hub consolidates multiple services including Conversational IVR, Voice AI Agents, Live-Agent Assist, and real-time translation in a single self-service cloud platform. The new AI Agents module is immediately available to both new and existing Live Hub customers.

Positive

• Integration with existing systems eliminates need for costly infrastructure replacements
• Platform enables 24/7 customer service availability through AI automation
• Potential for reduced operational costs through automated customer support
• Multiple service consolidation in a single platform streamlines operations

Negative

• Dependence on third-party LLMs for core functionality
• Implementation may require significant staff training and adaptation

Insights

AI & Enterprise Technology Analyst

AudioCodes' new AI Agents module enhances their voice platform with LLM capabilities, potentially opening significant revenue streams in the growing Voice AI market.

AudioCodes' introduction of AI Agents for their Live Hub Voice CPaaS platform represents a strategic expansion of their voice AI capabilities. This addition allows enterprises to deploy large language model (LLM) powered voice bots on existing telephony systems without requiring complete infrastructure replacement—a crucial consideration for cost-conscious enterprises with substantial legacy investments.

The timing is particularly strategic as contact centers globally face a triple challenge: rising operational costs, staffing difficulties, and escalating customer expectations. AudioCodes is positioning its platform to directly address these pain points by offering automation of routine calls, multilingual service capabilities, and agent augmentation tools.

The technical architecture is noteworthy—AudioCodes has built a modular system with connectivity across SIP trunks, UCaaS/CCaaS platforms, on-premises systems, WhatsApp, and WebRTC. This cross-platform compatibility demonstrates sophisticated integration capabilities that few competitors offer comprehensively. The ability to use leading third-party LLMs rather than building proprietary AI models also suggests a pragmatic approach that leverages existing AI advancements while focusing on AudioCodes' core strengths in voice technology integration.

CEO Shabtai Adlersberg's statement that "Voice AI is becoming a material growth engine" signals that the company views this not as an incremental product update but as a fundamental business driver. The emphasis on preserving customer investments while enabling AI adoption reflects AudioCodes' understanding of enterprise buying dynamics, where protecting existing infrastructure investments often drives purchasing decisions.

This launch positions AudioCodes competitively in the rapidly evolving Voice AI market, particularly for enterprises seeking to enhance rather than replace their current communication systems.

AI Agents module allows users to build, integrate and run LLM-powered Voice Bots in Live Hub voice CPaaS

OR YEHUDA, Israel, Sept. 17, 2025 /PRNewswire/ --

Highlights

• Live Hub is AudioCodes' voice Communications Platform as a Service (CPaaS) that unifies applications such as Conversational IVR, Voice AI, Agent Assist and real-time translation in one self-service cloud platform.
• The new AI Agents module in Live Hub enables the creation and addition of LLM-powered voice bots to existing enterprise voice systems.
• AI Agents offers natural conversations, secure API integration and modular workflow orchestration, ultimately leading to improved customer satisfaction and time-to-resolution.
• AI Agents is available today to new and existing Live Hub customers.

Details

AudioCodes (NASDAQ: AUDC), a leading provider of voice, contact center and conversational AI applications and services for enterprises, today announced AI Agents, a new module for the company's Live Hub Voice CPaaS. The addition enables enterprises to build, integrate and run LLM-powered voice bots on the telephony and customer-engagement systems they already use, helping reduce cost-to-serve, scale elastically and deliver consistent, 24/7 customer experiences.

Contact centers worldwide continue to face rising costs, staffing constraints and higher customer expectations. Voice AI is reshaping the unit economics of customer support by automating routine calls, offering instant multilingual service and augmenting live agents in real time to improve customer satisfaction and time-to-resolution.

Live Hub brings these advantages to life in a single, self-service cloud platform, consolidating Conversational IVR, Voice AI Agents, Live-Agent Assist and real-time translation. With native reach across SIP trunks, UCaaS and CCaaS platforms, on-premises telephony systems, WhatsApp and WebRTC, Live Hub lets enterprises deploy Voice AI on top of their existing investments, without the need for rip-and-replace upgrades.

AI Agents: business-driven capabilities

• Natural, LLM-powered conversations: Create human-like voice bots using leading third-party LLMs, tuned for real-world service journeys.
• Grounded and actionable: Instantly enrich accuracy and compliance by uploading documents and knowledge sources; connect secure APIs and tools so bots can authenticate callers, fetch/update records and trigger workflows.
• Composable orchestration: Design complex, multi-step journeys using specialized sub-agents and modular workflows, with smart handoffs to live agents and full context continuity.

"Voice AI is becoming a material growth engine for AudioCodes," said Shabtai Adlersberg, President & CEO, AudioCodes. "Live Hub has already proven that enterprises want a single, open platform to modernize customer interactions on the systems they run today. With the introduction of AI Agents, we're deepening that value, accelerating the deployment of high-quality voice automation, at scale, while preserving governance and protecting prior investments. We believe this expansion meaningfully strengthens our Voice AI line of business and positions AudioCodes for the next phase of growth."

AI Agents is available to new and existing Live Hub customers. For more information or to request a demo, visit the AudioCodes website or contact your AudioCodes representative.

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About AudioCodes

AudioCodes Ltd. (NASDAQ, TASE: AUDC) is a global leader in unified communications, voice, contact center and conversational AI services and solutions for enterprises, enabling them to improve their customer experience (CX) and employee experience (EX) through enhanced communications and collaboration. Powered by AI, AudioCodes offers a comprehensive range of products, applications and SaaS services that provide seamless interoperability with the world's leading unified communications as a service (UCaaS) and contact center as a service (CCaaS) platforms, including Microsoft Teams, Webex, Zoom, Genesys and many others. Enterprises across the world, including 65 Fortune 100 companies, leverage AudioCodes' expertise to enhance their productivity, collaboration, business process automation & intelligence, compliance and customer interaction. AudioCodes' global reach is achieved via its expert sales and support teams and its worldwide community of certified resellers, integrators and service providers.

For more information on AudioCodes, visit http://www.audiocodes.com.

Statements concerning AudioCodes' business outlook or future economic performance; product introductions and plans and objectives related thereto; and statements concerning assumptions made or expectations as to any future events, conditions, performance or other matters, are "forward-looking statements'' as that term is defined under U.S. Federal securities laws. Forward-looking statements are subject to various risks, uncertainties and other factors that could cause actual results to differ materially from those stated in such statements. These risks, uncertainties and factors include, but are not limited to: the effect of global economic conditions in general and conditions in AudioCodes' industry and target markets in particular; shifts in supply and demand; market acceptance of new products and the demand for existing products; the impact of competitive products and pricing on AudioCodes' and its customers' products and markets; timely product and technology development, upgrades and the ability to manage changes in market conditions as needed; possible need for additional financing; the ability to satisfy covenants in the Company's loan agreements; possible disruptions from acquisitions; the ability of AudioCodes to successfully integrate the products and operations of acquired companies into AudioCodes' business; possible adverse impact of the COVID-19 pandemic on our business and results of operations; the effects of the current terrorist attacks by Hamas in Israel, and the war and hostilities between Israel and Hamas, and Israel and Hezbollah as well as the possibility that this could develop into a broader regional conflict involving Israel with other parties, may affect our operations and may limit our ability to produce and sell our solutions; any disruption in our operations by the obligations of our personnel to perform military service as a result of current or future military actions involving Israel; and other factors detailed in AudioCodes' filings with the U.S. Securities and Exchange Commission. AudioCodes assumes no obligation to update the information in this release.

©2025 AudioCodes Ltd. All rights reserved. AudioCodes, AC, HD VoIP, HD VoIP Sounds Better, IPmedia, Mediant, MediaPack, What's Inside Matters, OSN, SmartTAP, User Management Pack, VMAS, VoIPerfect, VoIPerfectHD, Your Gateway To VoIP, 3GX, AudioCodes One Voice, AudioCodes Meeting Insights, and AudioCodes Room Experience are trademarks or registered trademarks of AudioCodes Limited. All other products or trademarks are property of their respective owners. Product specifications are subject to change without notice.

Company Contacts
Niran Baruch, 
Chief Financial Officer 
AudioCodes
Tel: +972-3-976-4000
niran.baruch@audiocodes.com

Roger L. Chuchen
VP, Investor Relations 
AudioCodes
Tel:  732-764-2552
roger.chuchen@audiocodes.com

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SOURCE AudioCodes

FAQ

What is AudioCodes' new AI Agents module and what does it do?

AudioCodes' AI Agents is a new module for Live Hub Voice CPaaS that enables enterprises to build and integrate LLM-powered voice bots with existing telephony systems, automating routine calls and providing 24/7 customer service.

How does AudioCodes AI Agents integrate with existing systems?

AI Agents integrates through Live Hub's native connectivity across SIP trunks, UCaaS, CCaaS platforms, on-premises telephony systems, WhatsApp, and WebRTC, allowing deployment without replacing existing infrastructure.

What are the main features of AudioCodes AI Agents?

Key features include LLM-powered natural conversations, secure API integration, document upload for accuracy, caller authentication, and modular workflow orchestration with smart handoffs to live agents.

When will AudioCodes AI Agents be available to customers?

AI Agents is immediately available to both new and existing Live Hub customers.

How does AI Agents benefit contact centers?

AI Agents helps contact centers reduce cost-to-serve, scale operations elastically, automate routine calls, offer instant multilingual service, and improve customer satisfaction through 24/7 availability.