The text discusses the importance of good voice quality in contact centers and how it can impact both agent and customer experiences. It highlights that while selecting a new cloud contact center, companies should pay attention to their voice-services provider as poor network quality can lead to dropped calls, unresolved cases, and longer resolution times. Furthermore, the text suggests qualities to look for in a contact center voice provider such as cloud-based solutions, one-hop PSTN access, infrastructure innovation, transparency, and composability. It emphasizes that good audio on toll-free networks contributes significantly to agent and customer satisfaction.