Chris Bailey, Lead Infrastructure Engineer (Voice and Contact Centre) at Maersk, discusses the practical realities of deploying voice AI across a global enterprise, from early proof of concepts to live production in 50 countries.

• Why the business drove Voice AI adoption, approaching IT rather than the other way around

• Inbound vs outbound use cases and why outbound finance collections proved the bigger success

• Vendor selection beyond the incumbent: balancing AI voice quality and telephony integration

• The integration challenge with PSTN transfers, SIP trunking, and API media streaming as the gold standard

• Hidden costs including PSTN, resourcing effort, and the ongoing refinement voice AI demands

• The "new hire" analogy for onboarding and monitoring your AI agent

• Who should own voice AI in your organisation and bridging the skills gap between telephony and prompt engineering

• Why business collaboration and clear ownership of responsibilities matter from day one

Thanks to Ribbon, this episode's sponsor, for their continued support of Empowering.Cloud