Is Your Voice Infrastructure Ready for AI?

The AI revolution is transforming how enterprises connect with customers, but many companies are discovering a critical roadblock: their legacy voice systems aren't equipped to support these powerful new tools fully. While 94% of contact centers are already using or evaluating AI for their voice channels, the quality and effectiveness of these implementations can depend heavily on the underlying telecom infrastructure. Whether it’s with a human or AI agent, a poor-quality call can prevent service and sales interactions from happening smoothly or hinder AI applications from working as intended.

Before rushing to implement the latest AI tools, smart enterprises are taking a step back to assess and prepare their foundation – their voice infrastructure. This is a crucial first step in effectively leveraging AI in voice communications. 

Why Now is the Critical Moment for Voice Infrastructure Modernization

Popular AI Use Cases in Voice Communications

The primary applications for voice AI include:

• Conversational AI (voice bots): Used by 74% of companies, these systems can handle routine inquiries without human intervention
• Agent assist capabilities: Implemented by 67% of organizations, these tools provide real-time support to human agents
• Call routing: Intelligently connecting customers to the right resources
• Live transcription: Real-time conversion of voice to text during calls, enabling instant analysis, coaching, and record-keeping
• Sentiment analysis: Determines overall satisfaction of a customer, in real-time, to ensure a positive call outcome
• Caller verification: Enhancing security while streamlining the authentication process

When implemented correctly, these AI capabilities deliver significant benefits:

• Improved customer satisfaction: 69% of companies cite enhanced customer ratings as a significant expected advantage
• Reduced agent handle time: By automating routine tasks and providing agents with relevant information during calls
• Operational efficiency: Allowing agents to focus on complex issues that require human intervention

But there's a catch: these benefits are only optimized when your voice infrastructure can support them.

Is Your Voice Infrastructure AI-Ready? Key Performance Factors

Before implementing AI tools, it's essential to evaluate whether your voice infrastructure can effectively support these technologies. Here are the critical factors that determine your readiness:

Network Architecture and Configuration

Your network architecture must be designed to efficiently support AI applications by moving voice traffic. Key considerations include:

• Distributed Data Centers: Does your voice provider have strategically positioned data centers that align with your global footprint and where your customers will be calling from? AI performs best with minimal latency, and having regional data centers that align with your operations can significantly impact performance.
• Intelligent Routing: Advanced voice platforms utilize software intelligence for consistent global distribution, thereby reducing latency and enhancing call quality. This is crucial for AI applications that analyze voice in real-time.
• Cloud Redundancy: AI implementations depend on continuous availability. Your infrastructure should include full cloud redundancy with no single points of failure.

Integration Capabilities

AI thrives in connected environments. Your voice infrastructure must seamlessly integrate with your business ecosystem:

• Seamless AI and CCaaS Integration: Your voice platform should integrate with leading AI applications and contact center platforms via SIP, eliminating the need for complex workarounds.
• API Accessibility: Look for comprehensive APIs that allow your AI tools to access voice data, call records, and performance metrics.
• Business Application Connections: Ensure your voice system integrates with CRM, helpdesk, and other business tools to ensure your voice platform can leverage relevant customer or call details to systems

Solution Flexibility

As organizations reevaluate their technology stack, voice infrastructure must allow for flexible integration with both existing and emerging tools. Rather than being locked into a single vendor's ecosystem, AI-ready voice systems enable businesses to:

• Select best-of-breed solutions for specific functions
• Integrate specialized AI tools as they emerge
• Update components independently without disrupting the entire communication stack
• Leverage existing investments while modernizing incrementally

Data Standardization and Accessibility

AI requires clean, accessible data to function effectively:

• Centralized Analytics: Your voice platform should provide comprehensive analytics across all your numbers and regions so you can understand how your AI voice calls are performing
• Real-Time Data Access: Look for platforms that provide immediate access to call data rather than delayed reports.

• Standardized Data Formats: Ensure your voice platform delivers consistent data formats across regions and carriers.

The AVOXI Approach to AI-Ready Voice Infrastructure

At AVOXI, we've built our global cloud voice platform to power successful AI implementations in contact centers. Our AI-ready infrastructure addresses the critical requirements that can make or break AI voice initiatives.

High-Quality Conversations

AI requires crystal-clear audio and minimal latency to function optimally. Our global voice distribution platform ensures your virtual agents sound natural and understand customers accurately:

• Low-latency, high-clarity audio: Nine globally distributed cloud points of presence (POPs) minimize delay and maximize audio quality
• Intelligent auto-routing: Advanced algorithms automatically deliver media on the most efficient path, optimizing performance for AI processing
• Consistent global quality: Direct carrier connections worldwide ensure reliable voice quality regardless of customer location

Global Customer Reach

Scale your AI voice applications across borders without infrastructure complexity:

• Unified cloud voice layer: Single platform abstracts 100+ carrier networks worldwide, simplifying how calls reach AI applications
• Pilot-to-global expansion: Launch AI pilots in select regions and expand globally when ready without infrastructure changes

Flexible AI Integrations

Deploy and test AI tools faster with our open, API-first architecture:

• Open APIs for diverse use cases: Comprehensive integration capabilities support various AI applications from conversational bots to sentiment analysis
• Bring-your-own or partner AI: Flexibility to work with your preferred AI providers or leverage AVOXI's partner ecosystem
• Guided configuration: Streamlined setup process reduces deployment time and minimizes integration errors

Intelligent Routing

Enable seamless transitions between AI bots and human agents based on your business logic:

• Dynamic call flow management: Rule-based and behavior-driven routing ensures customers reach the right resource at the right time
• SIP REFER protocol: Efficient call transitions between contact center systems, bots, and platforms while minimizing costs
• CRM integration: Leverage customer data to create smarter, more responsive AI-powered journeys

Mission-Critical Reliability

AI voice requires enterprise-grade assurance to maintain customer trust:

• Proactive monitoring: Automated global number testing and continuous call quality monitoring identify issues before they impact customers
• Automated diagnostics: Built-in performance monitoring with automatic support case creation for rapid issue resolution
• Performance benchmarking: Consistent tracking of delivery, clarity, and stability metrics to ensure AI systems have the foundation they need

The AVOXI Advantage: A Partner, Not Just a Provider

For existing AVOXI customers, the path to AI-readiness is even clearer. Since you already have a business relationship with us, you can:

• Leverage our expertise to benchmark your current AI voice infrastructure and performance
• Pilot AI-integration projects with minimal disruption
• Build on your existing AVOXI foundation to accelerate implementation
• Benefit from our experience with similar successful deployments

Unlike competitors' one-size-fits-all solutions, AVOXI provides the flexibility to integrate the specific AI tools that make sense for your business while maintaining the premium voice quality your customers expect.

Ready to assess the AI readiness of your voice infrastructure? Contact AVOXI's experts today for a personalized consultation and develop your roadmap to an AI-powered voice future.