Today, as contact centers move their workflows to the cloud, voice is a critical aspect of that evolution; it's driving the need for cloud telephony services to work together with cloud contact center systems. Voice is indeed still an important – perhaps the most important – way customers choose to contact companies, and as organizations build out their omnichannel approaches, it’s critical that they update and maintain the voice channel to work with other communications methods.
Contact center voice solutions company AVOXI recently released results from its 2024 State of International Voice for the Contact Center Report. This surveyed hundreds of IT and voice decision-makers across 18 industries worldwide, conducted by research and advisory firm Metrigy, addressed the challenges and opportunities of global voice communications, and the direct impact on customer service and sales operations.
The study found that decision-makers currently experience many international voice challenges. Call quality (59%) and number coverage (58%) are cited as the most common challenges to achieving desired customer service outcomes. At the same time, companies that have made the cloud transition experience better call quality (52%), cost savings (51%) and improved scalability and flexibility (50%).
In addition, 94% of companies are using/evaluating artificial intelligence (AI) for voice and improving customer perception is the top driver for AI technology.
Barriers remain, however: 59% of multinationals use six or more providers, with an astounding 12% requiring more than 20 for international voice services. 42% of respondents said that the use of multiple vendors causes operational burdens. 41% are already consolidating vendors, and 49% are considering it.
"Despite the rise of digital communications, voice is still a critical channel for companies to ensure outstanding customer experiences that retain satisfaction and loyalty," said Barbara Dondiego, CEO of AVOXI. "The impact of quality voice communications doesn't get enough attention, and this first-of-its-kind report highlights challenges as well as providing tangible best practices. Findings confirm the urgency to move to international cloud voice, evaluate and update legacy contact center and communications applications, and redefine organizational approaches to optimize voice."
To learn more about improving the voice channel in the contact center, make plans to attend the Future of CX Expo, part of the TECHSUPERSHOW that will be taking place from February 11-13, 2025 in Fort Lauderdale, Florida. For more information or to register, visit https://www.futureofcxexpo.com/east.
Edited by
Alex Passett
