AVOXI, a global leader in cloud voice solutions for contact centers, announced the launch of powerful new AI-driven capabilities within its Cloud Voice Platform. These enhancements address the evolving needs of enterprises as they scale their global voice infrastructure and demand more intelligent, automated tools to drive performance, reliability, and customer engagement.
As organizations increasingly adopt AI to optimize global communications, AVOXI continues to innovate by embedding intelligence directly into the voice layer. The latest platform updates are designed to elevate call quality, proactively detect service issues, and simplify outbound calling strategies through smart automation.
“AVOXI is embedding AI directly into the voice layer to deliver smarter call experiences and more reliable worldwide performance,” said Barbara Dondiego, CEO of AVOXI. “These enhanced capabilities demonstrate how our customers are evolving to leverage advanced voice features to efficiently scale and better serve customers.”
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Proactive Service: AI-Powered Call Monitoring to Safeguard Global Operations
AVOXI’s newly introduced Proactive Service harnesses artificial intelligence to continuously monitor call quality and detect potential disruptions before they impact operations. This intelligent service evaluates voice performance at the individual number level, automatically identifies anomalies, and triggers support actions without the need for manual input or IT resources.
Currently in pilot with over a dozen enterprise clients, Proactive Service monitors more than 7,500 mission-critical numbers across 100+ countries and processes over one million calls per month. During the pilot phase, it successfully identified and initiated resolution for 97% of service incidents—often before customers were even aware of an issue. This achievement earned the solution a finalist spot for “Best of Show” at Enterprise Connect.
Intelligent Caller ID: AI Optimization to Maximize Global Outbound Reach
AVOXI has also introduced Intelligent Caller ID, a dynamic feature that automatically selects the most relevant outbound number based on the call recipient’s location. By presenting familiar, localized numbers, the solution boosts answer rates while removing the complexity of manually configuring caller ID settings across multiple geographies or platforms.
This centralized and intelligent approach not only improves customer connection rates but also reduces operational burden for contact centers. Intelligent Caller ID enables more efficient outbound workflows, enhances agent productivity, and ensures enterprises can reach global customers with greater speed and accuracy.