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The Evolution of Voice Services in Customer Support: Insights from AVOXI CEO Barbara Dondiego
In a recent episode of MetriSight, host Beth Schultz sat down with Barbara Dondiego, CEO of AVOXI, to discuss the state of international voice services for contact centers. Despite the rise of digital channels, voice remains a critical component of customer service strategies.
Key takeaways from the conversation:
- Voice is here to stay: Most consumers still prefer phone support for complex issues, and many refuse to do business with companies that don't offer it.
- Cloud adoption is accelerating: More than half of customer service calls are now handled by cloud services, and growth is expected in the coming years.
- AI is transforming the landscape: Companies are rapidly incorporating AI into their voice services, primarily for handling simple queries and assisting human agents.
- Challenges remain: Call center downtime and the need for provider consolidation are ongoing issues that companies are working to address.
As businesses continue to navigate the evolving world of customer service, integrating cloud technology and AI with traditional voice services opens new possibilities for improved efficiency and customer satisfaction.
Check out the full podcast to learn more about the future of voice.
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.
Visit www.avoxi.com for more information.
Contact:
Katharine FearSenior Director, Marketing Communications[email protected]