How Cloud Voice AI Is Reviving the Contact Center in 2026

 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.