The State of International Voice for the Contact Center

By Colby Branum |

The 2025 State
of International Voice for the Contact Center

Second Annual Industry Benchmark Report
in Collaboration with
Metrigy logo

2025 State of Report Cover Graphic
Advanced Voice Strategy is Now a Competitive Edge

365 IT + CX Leaders Reveal How They’re Adapting to Rapid Global Change.

Based on a survey of 365 IT, contact center, and CX decision-makers across 10 countries and 16 industries, The 2025 State of International Voice for the Contact Center explores how enterprises are rethinking voice to keep pace with their customer service and sales strategies. 

From navigating existing infrastructure and cloud-first moves to provider consolidation and AI integration, the data shows how multinational enterprises are evolving voice to meet rising customer expectations while deepening reliability, security, and compliance.

Inside You'll Discover

Voice Provider Shakeup

Why more than

0%

of enterprises expect to switch their primary voice provider, with most preferring providers that specialize in voice.

Voice Provider Consolidation Trends

Why nearly all enterprises are consolidating voice vendors, and how fewer providers can mean better quality, support, and control.

Security, Fraud, and Coverage Gaps Still Undermine Voice

Why nearly 4 in 5 enterprises still struggle with voice security, fraud prevention, call quality, and global reach, and what to look for in a voice provider built to solve it.

Transformation is Happening, But Not as a One-Size-Fits-All

Why

0%

of enterprises expect their voice requirements to shift in the next 1-2 years, and what flexibility looks like when legacy systems and AI-readiness collide.

AI Implementation Meets Infrastructure Reality

Why

0%

of enterprises are using AI in voice systems, but many face friction with quality, security, and the voice infrastructure needed to support automation at scale.

Regulatory Complexity is Getting Harder to Manage

Why 

0%

of IT leaders say they’re falling behind on telecom compliance, and how the right voice partner helps reduce risk across global regions.

Developed in Partnership with Metrigy

A trusted research and advisory firm focusing on digital transformation, customer experience, and workplace collaboration technologies.

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Make Smarter Voice Decisions,
Backed By Data.

The stakes are high, and the shift is real. With 71% of enterprises planning to change voice providers and AI adoption accelerating, the choices you make now will shape your competitive edge tomorrow.

Join 5,000+ global enterprises who rely on AVOXI's industry insights to future-proof their international voice strategies.

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2025 State of Report Cover Graphic

Track the Shift in Voice Strategy

2024 showed where enterprises were headed. Read last year’s edition to see how priorities have evolved.

Download the 2024 Report