State of International Voice for the Contact Center Survey Highlights Critical Need for Global Cloud Voice, AVOXI Podcast

Telecom Reseller / Technology Reseller News

“What we’re seeing, we were so astounded to see that almost sixty percent of enterprises surveyed are using six or more providers, and twelve percent use something like over twenty,” says Barbara Dondiego of AVOXI. In this podcast Dondiego walks us through a recently released report: AVOXI and Metrigy State of International Voice for the Contact Center Survey Highlights Critical Need for Global Cloud Voice.

Key findings included:

• Decision makers currently experience many international voice challenges. Call quality (59%) and number coverage (58%) are cited as the most common challenges to achieving desired customer service outcomes.
• Companies plan to move more voice to the cloud in the next three years. Those who have made the cloud transition experience:
  • Better call quality (52%)
  • Cost savings (51%)
  • Improved scalability and flexibility (50%)
• 94% are using/evaluating AI for voice; improving customer perception is the top driver.
• 59% of multinationals use six or more providers, with an astounding 12% requiring more than 20 for international voice services.
• 42% say use of multiple vendors causes operational burdens.
• 41% are already consolidating vendors, 49% are considering it.

“Almost everybody wants to either consolidate their providers or think about consolidating them because there’s so much to manage. You have different currencies, different processes, physical equipment, the different staff you have to manage, maybe contracts, and maintenance. So, we can take all that into the cloud from an AVOXI perspective and simplify that for you. And we’re excited to see that this was still such a big problem that we can help solve.”

AVOXI, a global leader in cloud voice solutions for contact centers, unveiled results from the 2024 State of International Voice for the Contact Center Report. The survey of 371 IT and voice decision makers across 18 industries worldwide, conducted by research and advisory firm Metrigy, addressed the challenges and opportunities of global voice communications, and the direct impact on customer service and sales operations.

As contact centers move workflows to the cloud, voice is a critical aspect of that evolution, driving the need for cloud telephony services to work together with cloud contact center systems.

Visit www.avoxi.com