Cloud voice AI is transforming contact centres by shifting from admin-heavy agent work to outcome-based performance metrics, though most organisations are currently deploying AI in only 5–10% of real-world scenarios with proven success in simple use cases like call containment and reservations. To avoid vendor lock-in as the market evolves, you should build a platform-neutral voice and CCaaS stack that integrates your existing CRM and contact centre platform with best-of-breed AI tools, enabling agents to focus on complex problem-solving whilst AI handles routine interactions.
In this CX Today interview, host Nicole Willing speaks with Barbara Dondiego, CEO of AVOXI, about how voice AI and the shift to virtual, software-based voice infrastructure are transforming contact centers. The conversation covers what’s happening behind the hype – why most organizations are s
How Cloud Voice AI Is Reviving the Contact Center in 2026 CX Today