2025 State of Voice in CX
Findings based on insights from 800+ CX leaders
Voice AI in CX: What 819 Leaders Reveal About the Future of Voice
Contact centers are under more pressure than ever. Rising labor costs, demanding customers, and the complexity of serving global audiences are forcing operators to rethink their playbook. Krisp, in partnership with Ryan Strategic Advisory, surveyed 819 enterprise CX leaders and one thing is clear: AI isn’t a “someday” investment—it’s a requirement in 2025.
This research highlights how enterprises are navigating the transition from legacy systems to AI-powered voice tools, and what risks they face if they wait too long.
Most are still stuck in transition
The data shows a sharp divide. Many contact centers have adopted modern AI solutions like noise cancellation software, translation, or accent conversion, but most still rely heavily on labor-intensive fixes like human translators or expensive hardware.
That patchwork approach creates hidden costs:
Customer experience suffers from slow or inconsistent service
Agents juggle tools instead of focusing on conversations
Quality varies across regions and languages
Costs stay high as human services and hardware pile up
A wave of new adoption is coming
The next 6–12 months will be decisive. Large portions of CX leaders plan to roll out AI accent reduction, translation, and noise suppression in the short term. This signals a market ready to modernize voice infrastructure fast.
But while some are preparing to leap ahead, others are holding back, waiting for “perfect” solutions. That hesitation could prove costly.
BPOs are the shortcut—for now
Nearly half of enterprises say they’ll access AI through BPO partners in the near term. It’s seen as the fastest path forward, but it comes with trade-offs: less control, less flexibility, and higher long-term risk.
Those that invest directly in AI will be better positioned to reduce costs and build sustainable, differentiated customer experiences.
Budgets tell the real story
The survey also reveals where the pain is sharpest:
Over 50% of all voice budgets still go to onshore live agents
Offshore staffing, automation, and AI account for much smaller shares
This imbalance shows how much potential savings and efficiency are still on the table if AI can close the accent and language gap.
What this means for 2025
AI is entering a mainstream deployment phase—waiting is no longer safe.
Accent and language barriers remain the toughest challenge.
BPOs are filling the AI gap, but enterprises that own their AI future will win.
Onshore agents drive the cost burden, making offshore + AI an attractive path forward.
AI in CX is no longer hype. It’s a practical tool that’s already reshaping budgets, strategies, and outcomes. Leaders who act now stand to gain speed, lower costs, and a lasting competitive edge.
Next week on the podcast
Ryan Strategic Advisory takes us inside the data on Voice AI adoption to unpack what’s real and what’s hype.
