As the digital transformation continues to evolve, the future of UC is increasingly intertwined with voice interactions. From AI-driven voice features to seamless integration across tools and platforms, the journey ahead promises to revolutionise how we communicate and collaborate in the digital age.
With our latest Round Table subject, “The Future of Voice”, we spoke with experts and executives from Continuant, Fusion Connect and Sinch Voice about the emerging voice technology trends shaping UC’s future, the efforts or standards needed to achieve integration and interoperability of voice across different platforms, the security and privacy concerns that arise with the increasing use of voice data in UC systems, and the benefits and challenges of using AI-driven voice features in UC platforms.
What emerging voice technology trends do you see shaping the future of UC?
Jon Shelby, VP of Sales at Continuant
Shelby believed mobility and AI will be large driving factors in 2024 that will shape the future of UC.
“The last few years saw mobility displace fixed telephony in many instances,” Shelby expanded. “However, mobility solutions were operating on individual and disparate networks.”
Shelby also highlighted that UC leaders, including Microsoft, Zoom and Cisco, are introducing mobility into the UC space by providing a seamless UC experience across fixed and mobile endpoints. “Leaders in the UC space, such as Microsoft, are incorporating elements of AI into UC, particularly with the release of Copilot,” he continued.
David Keedy, Microsoft Sales Architect at Continuant
For Keedy, the maturing automation of voice technologies will be a significant trend in 2024 and beyond.
Additionally, Keedy cited “onboarding and using AI to help select the automation script to use, etc, to make the most administrative decisions in the UCaaS/CPaaS system”.
Anders Lenman, Vice President, RTCx Product Operations & Management at Sinch
Lenman stressed that Sinch is excited about the role AI and machine learning are playing in evolving UC.
“These technologies are not just making voice interactions smarter but supercharging development teams with AI-powered coding tools,” Lenman said. “This boost in productivity opens new possibilities for enterprises to craft customised solutions using programmatic voice APIs, all while significantly cutting operational expenses on communication services.”
Lenman added that it’s “all about delivering a stellar user experience”. By integrating voice technologies with other data sources, the UC industry is enabling more intuitive voice commands and responses, which boosts user engagement and efficiency. “It’s a thrilling time for voice tech, with innovations driving better, more personalised interactions that benefit everyone.”
George Schoenstein, CMO at Fusion Connect
Schoenstein namechecks the widespread adoption of NLP as a critical trend, as it is “revolutionising how users interact with UC systems, enabling more intuitive and context-aware communication”. “Additionally, Voice User Interface (VUI) advancements, such as enhanced speech recognition and synthesis, are making UC platforms more accessible and user-friendly,” Schoenstein explained.
The integration of AI and machine learning into UC is prepared to optimise communication experiences by predicting user preferences and automating routine tasks, Schoenstein added., while the rise of voice biometrics bolsters security to offer robust authentication measures.
Lastly, Schoenstein said that as 5G networks “become ubiquitous, they will facilitate seamless and high-quality voice communication, fostering a more connected and responsive UC environment”.
What efforts or standards are needed to achieve seamless integration and interoperability of voice across different tools and platforms?
George Schoenstein, CMO at Fusion Connect
Schoenstein outlined that achieving seamless integration and interoperability of voice across various tools and platforms necessitates concerted efforts and adherence to standardised protocols.
“Firstly, industry stakeholders must collaborate to establish universal standards for voice communication, ensuring compatibility and consistency,” Schoenstein suggested. “Open standards, such as WebRTC (Web Real-Time Communication), can play a pivotal role in fostering interoperability.”
Additionally, Schoenstein put forward a commitment to API standardisation as being crucial, as it allows different tools and platforms to communicate effectively.
“Robust security standards should be implemented to safeguard voice data during transmission and storage,” he continued. “Collaboration between technology providers, regulatory bodies, and industry alliances is essential to create a cohesive framework that promotes interoperability.”
Schoenstein also argued that concerted efforts to educate developers and users about these standards will encourage widespread adoption. “Continuous refinement and updates to standards based on technological advancements will be vital in ensuring a dynamic and future-proof ecosystem for seamless voice integration across diverse tools and platforms,” he said.
Anders Lenman, Vice President, RTCx Product Operations & Management at Sinch
Lenman, too, suggested standardisation as the critical factor behind future integration and interoperability.
“Adopting universal protocols and APIs is crucial for compatibility and easy integration,” Lenman explained. “Our aim is to build an ecosystem where voice solutions communicate effortlessly, regardless of the technology or platform used. ”
Jon Shelby, VP of Sales at Continuant
Shelby offered another key factor for integration between tools and platforms.
“For an enterprise, having a CPaaS solution as the UC platform is critical,” Shelby said. “A CPaaS solution like Continuant Connect allows for maximum flexibility and platform extensibility to provide seamless integration and interoperability between UC, Mobile, CC and on-prem-based solutions.”
David Keedy, Microsoft Sales Architect at Continuant
Keedy also highlighted CPaaS platforms as opportunities to make telecom choices easier to implement while offering “more flexibility of integrations with disparate platforms for organisations”.
“Standardised interoperability is important and is built into Continuant’s CPaaS solution,” Keedy flagged.
What security and privacy concerns arise with the increasing use of voice data in UC systems, and how can organisations address them
Anders Lenman, Vice President, RTCx Product Operations & Management at Sinch
Lenman noted that as voice data becomes increasingly integral to our communications, the security and privacy of these interactions have never been more critical.
“We’re making strides in the battle against robocalls and scams, showing promising results,” Lenman explained. “Now, our focus shifts to restoring faith in the voice channel. It’s essential for end-users to trust the authenticity of their callers, ensuring engagements are secure and personal information is safeguarded. Achieving this means having stringent controls over call originators, verifying brands, and guarding against spoofing.”
“By reinforcing the security foundations of voice services — a channel we’ve relied on for decades — we’re committed to rebuilding trust,” Lenman continued. “This effort is crucial for protecting voice data with robust encryption and compliance with privacy regulations, ensuring a secure and transparent communication environment. ”
Joel Keene, Product Manager at Continuant
For Keene, the era of AI and machine learning complicates security.
“It means a couple of things,” Keene outlined, “the number of security attacks has vastly increased over anything we’ve seen in the past, and the exploitation of readily available Internet data sources can be correlated quickly by LMs that can be designed to determine identity.”
Traditionally, organisations think in terms of protecting data connections, but the voice networking aspect is significant, Keen suggested.
“AI models can make a caller’s voice indistinguishable from a mimicked source,” Keene said. “Think in terms of an analyst receiving a call from an AI that sounds exactly like their manager or even the CEO giving them instructions or guidance. The ability to determine calling source and identity will be critical in minimising business interruptions and hacking attempts through social engineering.”
“These services can be cost-prohibitive and are almost all administratively complex to maintain outside of a CPaaS solution like Continuant Connect.”
David Keedy, Microsoft Sales Architect at Continuant
Keedy stated that, specifically, that voice security (toll fraud, DDOS) is always important.
“The ability to integrate AI into existing platforms protecting customers’ services will be invaluable to increase detection and mitigate risks more quickly,” Keedy elaborated. “Also, STIR/SHAKEN protocols will be improved upon by AI as it can police and update these systems more effectively in real time.”
George Schoenstein, CMO at Fusion Connect
Schoenstein raised several significant security and privacy concerns.
“Interception threats and unauthorised access to voice conversations pose risks, necessitating robust encryption protocols,” Schoenstein said. “Organisations must prioritise end-to-end encryption to safeguard sensitive information.
“The utilisation of voice recognition technology introduces additional privacy considerations, particularly regarding biometric data. Voiceprints, a form of biometric data used for authentication, are inherently unique to individuals, amplifying privacy concerns if mishandled. Unauthorised access to such biometric data can lead to severe consequences, including identity theft.”
Schoenstein affirmed that, therefore, it’s imperative for organisations to establish stringent privacy policies and ensure compliance with relevant data protection regulations to uphold individuals’ privacy rights effectively.
“To address these challenges, organisations should implement multi-factor authentication to enhance access controls,” Schoenstein stated. “Regular security audits and updates are crucial for identifying and mitigating vulnerabilities. Transparent communication about data usage policies with users fosters trust and compliance. Furthermore, investing in secure cloud infrastructure and adopting decentralised storage options can enhance data protection.”
“Collaborating with cybersecurity experts and staying abreast of evolving threats ensures that organisations proactively tackle security and privacy concerns associated with the burgeoning use of voice data in UC systems.”
What are the potential benefits and challenges of using AI-driven voice features in UC platforms?
Joel Keene, Product Manager at Continuant
Keene tied his answer to the latter aspect of the question to his previous response about security and privacy — and the potentially seismic impact AI will play in it.
However, for the benefits, Keene suggested being able to “manage voice solutions and integrations with simple language (something like asking Alexa to move phone numbers from one user to another)”.
“On a larger scale, front-ending calls in either direction with a Conversational AI offer a lot of potential in minimising the need for extensive contact centres that may be focused on script-driven conversation techniques,” he added.
David Keedy, Microsoft Sales Architect at Continuant
Keedy’s purported benefits include a platform with more capabilities and the ability to implement without needing specialised education and training.
“The challenge,” Keedy continued, “will be in shaping the AI product to work with a wide variety of customers and be able to discern what the customer wants/needs to do. It would be great if AI could be predictive and suggest scenarios, allowing the end user to pick what works best for them.”
Anders Lenman, Vice President, RTCx Product Operations & Management at Sinch
Lenman argued that AI-driven voice features are revolutionising UC platforms, enhancing efficiency, customer service, and data analysis accuracy.
“However,” he contextualised, “ensuring the reliability and fairness of AI interpretations, as well as maintaining privacy and security, are challenges that need attention. As AI becomes a bigger part of UC platforms, we’re focused on ethical AI use and constantly improving AI algorithms. ”
George Schoenstein, CMO at Fusion Connect
Schoenstein pinpointed that AI enhances user experiences by allowing natural language processing, facilitating more intuitive interactions. AI-driven voice features can automate routine tasks, boosting efficiency and productivity.
“Predictive analytics, enhanced by AI, significantly bolsters the capacity for informed decision-making within UC systems,” Schoenstein continued. “By harnessing vast data streams and employing advanced algorithms, AI can forecast future trends, behaviours, and potential issues with remarkable accuracy. This empowers UC systems to preemptively address challenges, optimise resource allocation, and tailor services to meet evolving user needs, converting your voice data into a critical business asset.”
However, Schoenstein added that AI’s ability to process voice data for analysis can pose a safety risk, meaning striking a balance between personalisation and privacy is essential. “Another challenge is the potential biases embedded in AI algorithms, which can affect voice recognition accuracy and may lead to unintended consequences,” he said. “Ensuring robust cybersecurity measures is pivotal to protecting against AI-related vulnerabilities.”
