Industry Report: The Voice AI Infrastructure Behind Superior CX
Industry Report:
The Voice AI Infrastructure Behind Superior CX
How Leading Brands Are Scaling Faster, Smarter, More Conversational Voice AI Experiences
What's Inside This Report
Voice AI is everywhere. That’s the problem.
With voice AI now moving mainstream, your competitive advantage no longer comes from deploying AI, it comes from how well it performs in real conversations.
In this report, 451 Research, part of S&P Global Marketing Intelligence, breaks down the shift to a customer experience with AI embedded in it. Leaders are moving beyond legacy IVRs and disconnected voice systems, to building a foundation that supports fast, natural, and intelligently orchestrated interactions at scale.
If your voice layer isn’t built for AI, your AI will never reach its potential.
From Adoption to Advantage
Why 64% of organizations are already using Voice AI and why that no longer sets leaders apart.
The Experience Gap
How latency, call quality, and fragmented routing quietly undermine even the most advanced AI strategies.
The Infrastructure Imperative
Why leading enterprises are rethinking voice as a programmable, API-first layer.
Three Pillars of High-Performance Voice AI
A clear framework for delivering human-like conversations, intelligent routing, and full-stack flexibility.
The Cost of Getting it Wrong
How legacy telephony slows response times, limits AI accuracy, and creates inconsistent customer experiences.
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Expert Insight
Voice AI has reached table stakes. The next phase of competition will be defined by how effectively organizations deliver real-time, high-quality conversational experiences—and that depends on the underlying voice infrastructure.”
- Raul Castanon-Martinez, Senior Research Analyst, 451 Research
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