{"id":75657,"date":"2025-11-04T10:53:37","date_gmt":"2025-11-04T10:53:37","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=75657"},"modified":"2025-11-04T13:05:44","modified_gmt":"2025-11-04T13:05:44","slug":"voice-remains-cx-powerhouse-ai-and-cloud-fuel-its-global-surge-avoxi-cs-0065","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/voice-remains-cx-powerhouse-ai-and-cloud-fuel-its-global-surge-avoxi-cs-0065\/","title":{"rendered":"Voice Remains CX Powerhouse: AI And Cloud Fuel Its Global Surge"},"content":{"rendered":"

For years, predictions suggested that chatbots and digital channels would make the phone call obsolete.\u00a0<\/span>\u00a0<\/span><\/p>\n

Yet new data tells a different story: AI is not replacing voice, but fueling its resurgence as a strategic channel.\u00a0<\/span>\u00a0<\/span><\/p>\n

In fact, according to Metrigy, as noted in the <\/span>2025 State of International Voice for the Contact Center report,<\/span><\/a> 82% of organizations expect AI to drive more voice traffic, reflecting the channel\u2019s enduring power to handle urgent, high-value customer interactions.<\/span>\u00a0<\/span><\/p>\n

The paradox is clear: the same technology that was once expected to eliminate live conversations is instead making them more affordable, intelligent, and valuable.\u00a0<\/span>\u00a0<\/span><\/p>\n

The Business Case for AI in Voice<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

The economics of voice have long been dominated by labor, with more than 80% of call costs being attributed to agent time.\u00a0<\/span>\u00a0<\/span><\/p>\n

AVOXI CEO Barbara Dondiego<\/span><\/b> detailed how advancements in AI are helping companies to offset this cost:\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cWhen you start offloading parts of the call process with AI, the economics make sense again.\u201d\u00a0<\/span><\/p><\/blockquote>\n

That shift is reshaping how contact centers think about their frontline operations.\u00a0<\/span>\u00a0<\/span><\/p>\n

AI-driven assist tools are cutting training times and enabling less experienced agents to perform at a higher level.\u00a0<\/span>\u00a0<\/span><\/p>\n

Conversational bots are taking on routine queries, eliminating hold queues and freeing skilled staff for the interactions that matter most.\u00a0<\/span>\u00a0<\/span><\/p>\n

Moreover, AI is also converting raw conversations into structured data in the form of summaries, sentiment, and keyword analysis, which provides managers with new visibility into what customers are actually saying.\u00a0<\/span>\u00a0<\/span><\/p>\n

It\u2019s a virtuous cycle: costs fall, agents become more productive, and customer satisfaction rises.\u00a0<\/span>\u00a0<\/span><\/p>\n

In fact, when implemented correctly, AI voice capabilities have the potential to significantly improve customer satisfaction, with 69% of organizations reporting that they expect the tech to deliver enhanced customer ratings.<\/span>\u00a0<\/span><\/p>\n

\"\"
81% of organizations have already AI-enabled voice environments, reflecting AI\u2019s growing role in driving operational efficiency and improving customer experiences, AVOXI AI-Enabled Voice Environments 2025<\/figcaption><\/figure>\n

Infrastructure: Preparing Voice for AI<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

It sounds like a win-win, doesn\u2019t it?\u00a0<\/span>\u00a0<\/span><\/p>\n

Unfortunately, as ever, there is a catch.\u00a0<\/span>\u00a0<\/span><\/p>\n

Whether calls go to human agents assisted by AI or are fully handled via conversational AI, the calls need to traverse a voice network. So, to truly reap the rewards of AI, the existing voice infrastructure supporting and informing the technology needs to be up to the task.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

AI cannot thrive on legacy telecom systems that were never designed for real-time intelligence.\u00a0<\/span>\u00a0<\/span><\/p>\n

Too often, enterprises are still dealing with fragmented carriers, inconsistent quality, and no clear visibility into where their calls are going or why they fail.\u00a0<\/span>\u00a0<\/span><\/p>\n

Modernizing voice infrastructure has become the first step toward AI.\u00a0<\/span>\u00a0<\/span><\/p>\n

This shift is happening against a backdrop of widespread modernization. Hybrid deployment remains the dominant model, with 84% of organizations using cloud for at least part of their contact center environment \u2013 yet 65% still rely on some on-premises systems.<\/span>\u00a0<\/span><\/p>\n

This hybrid reality makes cloud voice infrastructure a critical foundation for AI-enabled CX.<\/span>\u00a0<\/span><\/p>\n

In practice, this often means moving voice into a unified cloud layer where calls can be orchestrated with the same flexibility as any other enterprise application.\u00a0<\/span>\u00a0<\/span><\/p>\n

Once there, routing can be handled dynamically \u2013 whether to a virtual agent, a specialized skill group, or an AI-supported human.\u00a0<\/span>\u00a0<\/span><\/p>\n

Reliability is equally critical. AVOXI Proactive Service is <\/span>the industry\u2019s only AI-enabled SaaS solution that automatically identifies call vulnerabilities and proactively fixes them to ensure optimal voice performance.\u00a0<\/span>\u00a0<\/span><\/p>\n

It applies machine learning to monitor voice traffic at the number level to detect anomalies before they impact customers.\u00a0<\/span>\u00a0<\/span><\/p>\n

In programs spanning more than 100 countries, it has resolved 97% of issues before clients even noticed<\/span><\/p><\/blockquote>\n

Outbound call performance is also being reimagined. <\/span>Features like <\/span>Intelligent Caller ID<\/span><\/a> use <\/span>AI to automatically present the most appropriate local number, improving answer rates while sparing IT teams from the manual overhead of managing IDs region by region.\u00a0<\/span>\u00a0<\/span><\/p>\n

And as calls flow across different platforms, interoperability features ensure handoffs between bots, agents, and applications happen seamlessly and without adding cost.\u00a0<\/span>\u00a0<\/span><\/p>\n

It\u2019s no surprise, then, that 97% of enterprises are actively consolidating or considering consolidating their voice vendors.<\/span>\u00a0<\/span><\/p>\n

By reducing fragmentation and aligning with providers that offer both global coverage and AI readiness, organizations can simplify operations and accelerate innovation.<\/span>\u00a0<\/span><\/p>\n

In other words, preparing for AI is not just about adding one more tool to the stack; it\u2019s about reengineering the foundation so every new capability can perform reliably at scale.\u00a0<\/span>\u00a0<\/span><\/p>\n

\"\"
AI is delivering value across multiple use cases. The most widely adopted applications include supporting customer self-service (71%), optimizing call routing to improve efficiency (67%), and providing real-time agent assistance (65%), AVOXI How AI Is Being Used For Voice 2025<\/figcaption><\/figure>\n

Inside a Real-World Voice Transformation<\/span><\/b>\u00a0<\/span><\/h2>\n

Flutterwave, Africa\u2019s leading payments technology company, was evolving from an enterprise-only B2B model to a high-volume, omnichannel customer experience serving both businesses and consumers.\u00a0<\/span>\u00a0<\/span><\/p>\n

Operating in over 30 African countries, the company needed local number coverage, regulatory compliance, and an infrastructure that could scale with demand.\u00a0<\/span>\u00a0<\/span><\/p>\n

AVOXI\u2019s cloud voice platform gave Flutterwave centralized oversight of its entire telephony footprint, reliable local presence in key markets, and seamless CRM integration.\u00a0<\/span>\u00a0<\/span><\/p>\n

As <\/span>CX Manager, Oluwaseun Olatunde<\/span><\/b> explained:\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cAfricans are big on \u2018I want to talk to somebody,\u2019 because of the trust deficits\u2026 The fact that you can call into a number and hear \u2018welcome, thank you for calling Flutterwave\u2019 gives you some level of trust.\u201d\u00a0<\/span><\/p><\/blockquote>\n

This case underscores a broader shift: enterprises are not just modernizing voice for efficiency but building a scalable foundation on which AI capabilities can deliver real value.\u00a0<\/span>\u00a0<\/span><\/p>\n

\n

You can learn more about AVOXI\u2019s approach to voice by <\/span><\/i>reading this article<\/span><\/i><\/a>.<\/span><\/i>\u00a0<\/span>\u00a0<\/span><\/p>\n

You can also discover the company\u2019s full range of products and services by <\/span><\/i>visiting the website today<\/span><\/i><\/a>.<\/span><\/i>\u00a0<\/span><\/p>\n

\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

For years, predictions suggested that chatbots and digital channels would make the phone call obsolete.\u00a0\u00a0 Yet new data tells a different story: AI is not replacing voice, but fueling its resurgence as a strategic channel.\u00a0\u00a0 In fact, according to Metrigy, as noted in the 2025 State of International Voice for the Contact Center report, 82% […]<\/p>\n","protected":false},"author":4983,"featured_media":75680,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850],"class_list":["post-75657","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","tag-agent-assist","tag-artificial-intelligence","tag-ccaas","tag-conversational-ai","brands_to_track-avoxi","editorial_type-interview","intent-discovery","target_audience-dual"],"acf":[],"yoast_head":"\nVoice Remains CX Powerhouse: AI And Cloud Fuel Its Global Surge - 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