The State of International Voice for the Contact Center
The State of International Voice for the Contact Center
Third Annual Industry Benchmark Report
in Collaboration with Metrigy
AI is Rewriting the Rules of International Voice
200 IT and CX Leaders Reveal How AI
Is Reshaping Global Voice Strategy
Based on a survey of 200 IT, contact center, and CX decision-makers across seven industries, The 2026 State of International Voice for the Contact Center report explores how enterprises are putting AI voice agents into production, expanding them across global markets, and protecting voice channels against emerging security threats.
From AI adoption and outbound strategy to voice security and global expansion, the data shows multinational enterprises moving decisively into AI-driven operations, while cloud adoption and provider consolidation continue to reshape the infrastructure supporting that growth.
Inside You'll Discover
AI Voice Adoption Becomes Mainstream
of enterprises are already using AI voice agents or plan to within two years, and where adoption is accelerating fastest.
The Global AI Expansion Gap
Enterprises deploy AI voice in less than half the countries they serve, with security and compliance the leading barriers to expansion.
Voice Security Priorities Shift
Voice interception and insecure API integrations now rank among enterprises’ top security concerns, ahead of several more familiar voice threats.
Outbound Calling Goes All-In on AI
of enterprises now use AI during active outbound campaigns as organizations increasingly prioritize scale over precision.
Augmenting Agents, Not Replacing Them
of enterprises say AI helps agents focus on complex, empathetic cases rather than replacing them.
Cloud Migration Hits a New High
Enterprises expect
the cloud to handle
of contact center call volume within three years, even as hybrid infrastructure remains the norm.
Developed in Partnership with Metrigy
A trusted research and advisory firm focusing on digital transformation,
customer experience, and workplace collaboration technologies.
Make Smarter Voice Decisions, Backed By Data
AI adoption is accelerating. Voice security priorities are changing. And enterprises are rethinking the voice infrastructure and provider strategies behind global customer conversations.
See how 200 IT and CX leaders are approaching AI voice, outbound calling, cloud migration, security, and global expansion, and use the benchmarks to inform your own international voice strategy.
Track the Shift in Voice Strategy
2025 showed where enterprises were headed. Compare last year's
findings with the 2026 data to see how priorities have evolved.