“We don’t want to wait for customers to tell us there’s a problem—we want to fix it while they’re sleeping,” stated Barbara Dondiego, CEO of AVOXI, highlighting the company’s commitment to proactive customer service.
In a significant leap for enterprise communications, AVOXI has announced the launch of three innovative AI-powered services integrated into its cloud voice platform. These new offerings—Proactive Services, AVOXI Digest, and Intelligent Caller ID—represent a transformative evolution in the functionality of contact centers, enabling them to anticipate, personalize, and optimize their communication infrastructure.
Revolutionizing Voice Management with Proactive Services
At the core of AVOXI’s latest advancements is Proactive Services, an intelligent capability that utilizes machine learning to identify and resolve voice issues before they escalate. By analyzing data at the individual phone number level, this service can detect anomalies and rectify problems unseen by customers. “Our industry has long been reactive,” Dondiego explained. “When we reviewed a year’s worth of customer service tickets, we discovered that 30% of issues could have been resolved before the customer even reached out to us. Now, we’re doing just that.”
This pioneering service, which was a finalist for Best of Show at Enterprise Connect, is currently live and operational with several pilot customers, who have reported a 100% success rate in preemptively solving issues.
Enhancing Customer Engagement with AVOXI Digest
Next in AVOXI’s suite of innovations is the AVOXI Digest, which aims to provide personalized customer communication at scale. By leveraging behavioral insights and account activity, this service curates tailored content for customers on a weekly basis. “It’s a smarter way to engage customers without overwhelming them,” Dondiego noted. “We let the machine do the heavy lifting, ensuring that each customer receives information that is specifically relevant to their unique environment.” This personalization is set to enhance customer satisfaction and engagement significantly.
Maximizing Call Efficiency with Intelligent Caller ID
In the realm of global contact centers, the significance of caller ID cannot be overstated; it can drastically influence whether a call is answered or ignored. AVOXI’s Intelligent Caller ID uses real-time data and artificial intelligence to recommend the most effective originating number based on several factors, including call destination and historical answer rates. Dondiego elaborated, “If a call is destined for the UK and there’s no UK number available, the system might suggest a French or German number if it historically yields better results.” This capability is designed to enhance call performance and improve connection rates.
Engineering a New Era for Global Voice Solutions
AVOXI’s ambitious announcement is rooted in a mission to orchestrate global voice through a software-first, API-rich platform that operates in over 150 countries. The company focuses on assisting enterprises in migrating legacy voice infrastructures to the cloud, enriched with diagnostics, automation, and now, advanced AI features.
“As our customers transition to the cloud, moving servers, PBXs, and even entire workforces, the presence of legacy numbers remains a challenge,” Dondiego emphasized. “We help consolidate these elements and, with the addition of intelligent solutions, we are making communication smarter and more resilient.”
Tailored Solutions for Enterprise Contact Centers
The newly introduced services are thoughtfully designed for enterprise contact center technologists, though they also offer opportunities for service providers to enhance their own offerings. All three solutions—Proactive Services, AVOXI Digest, and Intelligent Caller ID—are available now, with Proactive Services being offered as a pilot-to-paid experience to ensure that model training is tailored to specific customer needs.
To delve deeper into how AVOXI’s innovations can elevate your enterprise contact center, schedule a demo or connect with the AVOXI team via their official website at www.avoxi.com.
About the Author
Mechelle Gindra
Mechelle Gindra is the managing editor and lead content strategist at Telecoms-Channel, South Africa's dedicated intelligence platform for telecoms resellers, ICT distributors, and channel partners. She oversees the editorial team's AI-assisted content production pipeline, ensuring vendor news, market analysis, and regulatory updates are accurate, timely, and actionable for the SA telecoms channel community. With deep expertise in the South African telecoms reseller ecosystem, Mechelle directs coverage of vendor partner programmes, ICASA regulatory developments, wholesale market dynamics, and channel business strategy. She is responsible for maintaining Telecoms-Channel's editorial standards, fact-checking processes, and corrections policy.
