AVOXI

10/30/2026

Most contact centers try to lower average handle time (AHT) by asking agents to move faster. A lot of that time goes somewhere other than the conversation.

AHT is talk time plus hold time plus after-call work. Much of it builds up around the call:
- Hold time while an agent searches a knowledge base that doesn’t connect to their other systems
- Transfers when a call reaches the wrong person, and the customer has to verify their identity again
- Notes, CRM updates, and disposition codes typed after the customer hangs up

AI can address each of these. Intent-based routing gets the caller to the right agent the first time. Knowledge suggestions bring up the answer while the customer is still talking. Automated call summaries cut most of the typing afterward.

One part gets less attention: these tools need real-time access to the call itself. On legacy on-premises voice systems, it’s harder to get audio and call data into AI tools or hand off a call between an AI agent and a human.

We broke down where AI has the most effect on handle time, and the implementation problems to plan for: https://hubs.la/Q04CgWPz0

10/28/2026

Genesys Cloud Voice sells numbers in about 46 countries. If your customers call from more places than that, you’ll need a carrier for the rest.

Most global teams end up with a hybrid setup. Genesys lets you add BYOC Cloud to a Genesys Cloud Voice subscription, so you can use Genesys numbers where they cover you and a carrier partner everywhere else.

Choosing that carrier is the harder part. The AppFoundry lists more than a dozen voice partners, and several describe their coverage as “global” without a country list. Before you shortlist anyone, ask for coverage by country and number type. If your agents make outbound calls, also ask whether the carrier supports local caller ID in the countries you call.

Our guide puts AppFoundry voice partners side by side, using the coverage each one lists. It also explains when to go direct with Genesys and when to bring your own carrier.

https://hubs.la/Q04Cf3360

Compare Genesys Cloud Voice and BYOC for global contact centers, including pricing, country coverage, number porting, and AppFoundry carrier partners.

10/26/2026

For organizations operating across multiple countries, carriers and contact centers, manual test calls and fragmented monitoring simply don't scale. The result is a reactive approach where issues are identified only after they've already impacted the customer experience.

Global voice operations need the same level of visibility and automation that enterprises expect from the rest of their technology stack.

We take a closer look at why leading enterprises are replacing manual testing with automated number validation, unified visibility and built-in diagnostics to identify issues sooner and reduce time to resolution.

Read more: https://hubs.la/Q04Cf3670

10/22/2026

There’s a lot of focus on Voice AI right now. Far less on what it takes to make it work at scale.

Fragmented voice infrastructure makes it harder to deploy, test, and optimize AI across regions. Every provider adds complexity.

Different routing. Different latency. Different levels of control. If voice is the foundation, fragmentation becomes the constraint.

It’s one of the reasons more enterprises are rethinking how many providers they actually need. Make sure your voice foundation can support AI: https://hubs.la/Q04dbZsQ0

10/21/2026

Nobody sets out to run global voice through six carriers. It happens one decision at a time. A local purchase in one region. An acquisition that brings its own contracts. A new market that needed numbers fast.

Years later, 60% of organizations support global calling with six or more voice providers, according to the 2026 State of International Voice for the Contact Center report from AVOXI and Metrigy.

That means six sets of contracts, six support queues, six ways of measuring call quality, and no single view of how voice is actually performing.

The stack wasn’t designed. It accumulated. The good news: what accumulated can be untangled, one region at a time.

See what a consolidated global voice strategy looks like: https://hubs.la/Q04BTslK0

10/16/2026

Does audio quality break the bot?

That’s the question AVOXI CTO Randy Layman explored at Voice and Conversations on the Net in Atlanta this week.

As enterprises expand their use of Voice AI, audio quality plays a critical role in how accurately AI agents understand customers and take action. Randy shared research showing how real-world audio conditions can affect AI performance, with important implications for customer experience.

10/13/2026

Your customers aren't ignoring you. They're ignoring your number.

Legitimate outbound calls go unanswered every day. The cause usually isn't the agent, the script, or the offer. It's what shows up on the screen before anyone picks up.

The 2026 State of International Voice for the Contact Center report found the top two obstacles to outbound connect rates were tied:

→ Caller ID flagged as spam or scam (57%)
→ Navigating compliance and privacy laws (57%)

Low answer rates from unfamiliar numbers came right behind, at 53%.

Getting through is no longer just a dialing problem. It's a trust problem, and it needs a trust solution.

See how AVOXI Trusted Outbound helps enterprises get their calls answered: https://hubs.la/Q04zKq0V0

10/12/2026

Voice was never unpopular. It was rationed.

Live agents are expensive. So for years, companies pushed customers toward chat, email, and self-service portals. Those channels didn't win on their merits. They protected the budget.

AI changes the math. When the cost of handling a call drops, companies don't usually keep all the savings. They open up access. The gate that kept callers out starts to open, and call volume climbs.

AI was supposed to shrink the voice channel. For many enterprises, it's doing the opposite.

Here's what that means for your capacity, budget, and vendor plans: https://hubs.la/Q04zB6tp0

10/09/2026

This week, the AVOXI team came together in Louisville, Kentucky, for Innovation Week, giving teams dedicated time to step outside of the day-to-day, work across functions and explore new ideas.

As we continue to evolve how enterprises manage international voice and prepare their voice infrastructure for AI, the week gave our teams time to test different approaches, solve problems together and think about what comes next.

Here’s a look at the week. 👇

10/08/2026

Low call volume hides failures. When a busy contact center line breaks, you hear about it within minutes. An executive line, a regulatory contact number, or an emergency line can sit broken for days, simply because nobody happened to call.

The fix is simple:
→ Run automated tests on these numbers every day
→ Write down what each number is for, so the team knows how urgent a failure is

Low volume doesn't mean low stakes. Test these numbers like it. https://hubs.la/Q04zB1td0