AVOXI and Metrigy Unveil New Data, Trends, and Best Practices in the 2025 State of International Voice for the Contact Center Report

ATLANTA--(BUSINESS WIRE)--

AVOXI, a global leader in cloud voice software for contact centers, today released key findings from the second annual State of International Voice for the Contact Center Report. The report examines how multinational enterprises are deploying, managing, and modernizing voice strategies in an increasingly cloud-driven, software-enabled, and AI-focused environment.

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Developed in partnership with Metrigy, the report is based on a global survey of 365 IT, contact center, and CX leaders at organizations operating in five or more countries. It offers a comprehensive look at current solution models, vendor trends, and technology shifts shaping international voice and customer engagement.

“The 2025 State of International Voice for the Contact Center Report confirms that demand for high-quality, cost-efficient, intelligent customer experiences is accelerating the shift to cloud voice software platforms,” said Barbara Dondiego, CEO of AVOXI. “SaaS-delivered voice provides scalability and reliability that traditional telephony and on-premise systems can’t. This year’s findings validate why IT and voice decision-makers are investing in technology, processes and infrastructure capable of optimizing contact center voice to not just meet, but exceed rising customer service expectations.”

Top Priorities – Cloud and AI | Coverage and Quality | Security and Consolidation

AVOXI and Metrigy’s 2024 report identified critical voice concerns that continued to drive digital transformation standards of enterprise voice in 2025 and beyond.

This year’s results outline how global voice strategies are shifting toward cloud-first, AI-ready, provider-consolidated models—supported by SaaS platforms and partners that deliver reliability, reach, integration flexibility, and data privacy. Key findings reveal that:

AI is Outpacing Infrastructure: 81% of enterprises use AI in voice, and 92% are measuring results. Still, 45% cite voice quality concerns, and 43% worry about voice data security, pointing to infrastructure gaps.

Security and Coverage Remain Critical Gaps: 80% of enterprises flag voice security, 78% struggle with fraud, 77% face call quality issues, and 78% report gaps in global coverage. These are all core challenges as AI usage grows.

Compliance Pressures Are Growing: 59% of IT leaders say they’re falling behind on telecom compliance, citing changing rules, regional inconsistencies, and market misalignment.

Cloud Voice Transformation is Not One-Size-Fits-All: 82% of enterprises expect voice needs to evolve over the next one to two years, driven by AI, global growth, and number complexity. Most want modern, software voice providers to support the long term evolution.

Enterprises are Re-Evaluating Voice Providers: 71% of enterprises plan to change their global voice provider. Of those, nearly 40% will switch to a provider like AVOXI that specializes in global voice, reflecting a move away from models that directly bundle voice with CCaaS and UCaaS solutions. Most cite coverage gaps (60%) and quality issues (57%) as the reason behind the move.

Voice Consolidation is Gaining Momentum: 96% of enterprises use multiple voice providers, and 97% are consolidating or considering it to reduce complexity and improve control.

“As this study reveals, contact center and enterprise communications-related voice is in active transition, where momentum is shifting toward advanced SaaS-based solutions and specialized voice providers,” said Robin Gareiss, CEO and Principal Analyst for Metrigy. “Global organizations that align technology decisions with long-term business goals, and build in the agility to adapt to evolving customer, market, and compliance demands, will be best positioned to manage voice in the cloud.”

Download the 2025 State of International Voice for the Contact Center Report for deeper insights into the trends and benchmarks shaping enterprise voice strategy.

Visit www.avoxi.com for details on AVOXI’s international cloud voice software solutions.

About AVOXI

AVOXI delivers a new generation of international cloud voice software solutions to companies with global reach for their contact centers and other mission-critical enterprise communications. AVOXI’s software-led approach provides clients with automation, visibility and intelligence, to deliver unmatched global service and virtual numbers, enabling AVOXI’s 5,000+ clients to more effectively use voice to serve customers across geographic markets. Visit www.avoxi.com for more information.

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Source: AVOXI