In this CX Today interview, host Nicole Willing speaks with Barbara Dondiego, CEO of AVOXI, about how voice AI and the shift to virtual, software-based voice infrastructure are transforming contact centers.
The conversation covers what’s happening behind the hype – why most organizations are still only using AI in 5–10% of real-world deployments today, which use cases are working, like simple call containment and reservations, and how the agent role is evolving from admin-heavy work to outcome-based performance tied to CSAT, revenue, and complex problem-solving.
You’ll also hear practical guidance on how to build a platform-neutral voice and CCaaS stack that can integrate your CRM, contact center platform, and best-of-breed AI tools, without locking yourself into one vendor as the market changes.
