AVOXI, a global leader in cloud voice software for contact centers, today released new research showing AI voice has moved firmly into enterprise production, with 55% of organizations already using AI voice agents and 92% using or planning to use them in the next two years. The findings come from AVOXI's third annual State of International Voice for the Contact Center Report, developed in collaboration with Metrigy.
AI voice is already being used across a broad range of customer interactions. Among organizations using AI voice, 81% apply it to authentication and identity verification, 69% to transactional tasks such as payments and order status, and 68% to real-time agent assistance.
For most, AI is augmenting rather than replacing contact center agents. Sixty-seven percent of AI voice users say the technology helps agents focus on more complex or empathetic cases, while 17% report replacing Tier 1 agents entirely. The findings highlight a healthy tension as 73% of companies believe AI agents can handle more than customers are comfortable entrusting to them.
Deployment is not keeping pace with global operations. Organizations with customers in an average of 37 countries have production AI voice deployments in an average of only 17 countries. Among large enterprises with more than 10,000 employees, 71% already use voice AI agents, yet those operating in 50 or more countries have deployed across only 25-30% of their geographic footprint.
In addition to security and compliance concerns and data sovereignty requirements, local-language speech-to-text limitations and telephony or SIP infrastructure gaps are each cited by 37% of organizations. Sixty percent of organizations still use six or more voice providers, while hybrid environments remain dominant with 56% operating a mix of cloud and on-premise infrastructure.
AI is also embedded in outbound calling, with 77% using AI during active campaigns and 74% for post-campaign activities. Caller ID flagged as scam or spam and compliance challenges are tied at 57% as leading obstacles to connect rates.
Voice security risks are shifting with AI adoption. Voice interception and eavesdropping rank at 38%, insecure VoIP API integrations at 36% and TDoS attacks at 35%. Robocalls and caller ID spoofing rank fourth at 33% but carry the highest operational risk severity. Large enterprises show 78% concern for insecure VoIP API integrations compared to 21% of smaller organizations.
The 2026 State of International Voice for the Contact Center Report is based on a survey of 200 IT, contact center and CX leaders from multinational companies across seven industries. Enterprises expect cloud-handled contact center calls to grow from 55% today to 64% within three years.
About AVOXI
AVOXI delivers international cloud voice software solutions for contact centers and other mission-critical enterprise communications. AVOXI's software platform leads the industry in proactive automation, intelligence and analytics, featuring 40+ integrations with CX and AI applications, to provide unmatched global voice service and virtual numbers in 160+ countries. Multinational enterprises orchestrate voice through AVOXI's platform to unlock enhanced customer experiences and streamline IT operations.
