AVOXI Embeds AI into Global Cloud Voice: Transforming Enterprise Contact Centers with Proactive, Personalized, and Intelligent Services, Podcast

Telecom Reseller / Technology Reseller News

“We don’t want to wait for customers to tell us there’s a problem—we want to fix it while they’re sleeping.” — Barbara Dondiego, CEO, AVOXI

In a major step forward for global enterprise communications, AVOXI CEO Barbara Dondiego joined Doug Green of Technology Reseller News to announce the launch of three powerful AI-powered services embedded into the company’s cloud voice platform: Proactive Services, AVOXI Digest, and Intelligent Caller ID. The news marks a significant evolution in how enterprise contact centers can use artificial intelligence not only to automate but to anticipate, personalize, and optimize their global voice infrastructure.

Solving Voice Challenges with Precision AI

At the heart of the announcement is Proactive Services, an AI-powered capability that uses machine learning models trained at the individual phone number level to detect anomalies and resolve voice issues—before customers even know there’s a problem. “Our industry has long been reactive,” said Dondiego. “But when we reviewed a year’s worth of customer service tickets, we found that in 30% of cases we could have solved the issue before the customer called us. Now, we’re doing just that.”

The service, a Best of Show finalist at Enterprise Connect, is now live and already in use with pilot customers. AVOXI reports that the platform can detect and resolve 100% of issues in advance for current users.

Personalization at Scale with AVOXI Digest

The second innovation, AVOXI Digest, brings intelligent personalization to customer communications. Using behavioral insights and account activity, the platform curates weekly content that is specifically relevant to each customer’s unique environment. “It’s a smarter way to engage customers without overwhelming them,” explained Dondiego. “We let the machine do the heavy lifting.”

Boosting Call Performance with Intelligent Caller ID

For global contact centers, caller ID is more than just a number—it can be the difference between a call answered or ignored. Intelligent Caller ID uses real-time data and AI to recommend the best originating number based on call destination, historical answer rates, and available inventory. “If you’re calling the UK and you don’t have a UK number, the system may suggest a French or German number if those get better results,” said Dondiego.

Engineering Global Voice for the Cloud Era

AVOXI’s announcement is grounded in its mission: orchestrating global voice through a software-first, API-rich platform that spans 150+ countries. The company specializes in helping enterprises consolidate legacy voice infrastructure and migrate global calling into the cloud—complete with diagnostics, automation, and now, AI.

“Our customers are moving servers, PBXs, and even workforces into the cloud. But those legacy numbers still exist everywhere,” noted Dondiego. “We help them bring it all together—and now we’re layering in intelligence to make it smarter and more resilient.”

Built for Enterprise, Ready Today

The new services are designed for enterprise contact center technologists, though service providers can also integrate AVOXI’s capabilities to enhance offerings to their own enterprise customers. All three solutions—Proactive Services, AVOXI Digest, and Intelligent Caller ID—are available now, with Proactive Services currently offered as a pilot-to-paid experience to ensure tailored model training.

To learn more, schedule a demo, or connect with the AVOXI team, visit www.avoxi.com.