Cloud voice platforms have long been judged on reliability, call quality, and how quickly they can untangle the messy business of diagnosing failures. Now AVOXI wants to rewrite that playbook with Proactive Service, an AI-enabled diagnostic tool that claims to spot voice issues before customers ever notice—97% of the time, according to the company.

For global contact centers juggling thousands of conversations per hour, that kind of foresight isn’t just convenient—it’s a competitive advantage.

A New Spin on Voice Reliability

Traditional voice troubleshooting typically leans on ticket queues, manual testing, and a fair amount of guesswork when outages or quality hiccups occur. AVOXI’s pitch is simple: replace the legacy break-fix workflow with continuous monitoring powered by automation and AI.

Proactive Service scans for call flow disruptions, number-level availability problems, and traffic anomalies. When it detects suspicious behavior, it automatically runs diagnostics, gathers context, and opens support cases—no human intervention needed. AVOXI says this approach cuts issue resolution time in half.

It’s a timely upgrade. According to the 2025 State of International Voice for the Contact Center Report, the industry is wrestling with a three-headed monster:

• 80% cite voice security concerns

• 77% struggle with call quality

• 78% see gaps in global coverage

With contact centers expanding across regions and marketplaces, the pressure to maintain uptime and route calls intelligently has never been higher. Competitors like Genesys, Twilio, and Zoom have all been weaving AI into their communications fabrics, but diagnostics—particularly proactive diagnostics—remain an area where few have staked a definitive claim.

Replacing “Break/Fix” With “Predict/Prevent”

AVOXI frames Proactive Service as a shift from reactive to preventive support. Instead of waiting for angry customers to call about dropped connections, the platform preemptively identifies the underlying risk—whether it’s a misbehaving virtual number, a routing misconfiguration, or a traffic spike that hints at fraud.

For enterprises running contact centers in five or more countries, these early warnings can translate into avoided downtime, protected revenue, and fewer blown SLAs. And with call quality continuing to define customer experience, the stakes are only getting higher.

“Every second counts for enterprises that rely heavily on contact centers to engage with callers,” says CEO Barbara Dondiego. “Proactive Service sets a new standard for protecting global voice more actively and intelligently.”

Built Into AVOXI’s New Premium AI Cloud Package

Proactive Service is part of AVOXI’s new Premium AI Cloud SaaS package, designed for organizations that want deeper oversight and stronger threat resilience in their voice infrastructure. The suite combines analytics, call flow monitoring, issue triage, security insights, and automated case creation in one dashboard.

For companies operating across Amazon, Walmart, Walmart Connect, and emerging global marketplaces, a diagnostic tool that works quietly in the background—and works fast—could deliver a measurable edge.

In a market where AI is reshaping everything from workforce scheduling to fraud detection, AVOXI’s focus on automated diagnostics feels like a natural next step. Whether it becomes the new normal across cloud voice platforms will depend on how effectively Proactive Service scales—but the early numbers give it a strong opening argument.

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