How AI is Transforming VoIP into a Data Generation Powerhouse: Insights from VoIP Expert Thomas Howe

VoIP telephony is evolving rapidly, and according to Thomas Howe, a seasoned expert with three decades of experience, it’s becoming more about data generation than just communication. Here’s how this transformation is unfolding.

Key Takeaways
Shifting Purpose of VoIP: VoIP technology is transitioning from being a communication tool to a data generation platform.
Emerging Markets Lead the Way: Many of the latest services, particularly those based on cloud and mobile technologies, are first appearing in emerging markets.
Value in Conversations: Every conversation contains valuable data, providing new opportunities and value for VoIP telephony.

About Thomas Howe

Thomas Howe is the Chief Technology Officer at Strolid, a company focused on enhancing customer engagement for car dealers.

He co-authored vCon, a crucial component in data-centric AI and machine learning, and has led teams in developing advanced communication solutions. With over 30 years in the real-time communications field, Thomas has founded multiple companies and holds 15 patents. He is passionate about improving customer experience and productivity through innovative products. He graduated from the University of Massachusetts and lives on Cape Cod.

The New Role of VoIP: Data Generation

Q: How Does VoIP Need to Evolve to Stay Relevant?

A: We’re entering a new era where the purpose of voice technology shifts from simple communication to understanding and leveraging conversations. In the past, the challenge was making phone calls. Now, with platforms like Google Meet and Discord, voice has expanded beyond traditional telephony.

“Tomorrow’s focus will be on understanding and extracting value from conversations, turning voice technology into a data generation tool.”

VoIP telephony is changing, especially in sectors like government where traditional voice systems still prevail. The evolution is inevitable.

Q: How is AI Enhancing the VoIP User Experience?

A: Voice technologies have moved from on-premise systems to cloud-based services such as Google Meet and RingCentral. The introduction of vCons means that voice conversations can be analyzed and utilized by AI, much like documents.

For example, a tradesperson in Detroit can have all team and client conversations fed into an AI system, which can then provide insights and track important information automatically.

“AI can handle tasks on a scale that humans can’t. It can analyze thousands of calls and maintain focus over long periods, providing valuable data insights.”

Companies are beginning to incorporate AI into their voice products, but we’ll see even more advanced and open uses of voice data in the coming years. VoIP, connected over a network, is ideal for AI integration.

Q: What Does the Future Hold for VoIP with the Advent of 5G?

A: Fifth Generation Wireless (5G) is crucial for performance improvements in VoIP and voice technology. Alongside AI, there will be a continued shift towards cloud adoption and support for remote work environments.

The Emerging World’s Technological Edge

Q: Where Will We See the Most Growth in Mobile VoIP?

A: The biggest growth will likely be in emerging markets. These regions often leapfrog older technologies, adopting the latest advancements directly. For example, phone systems in some African countries are more modern than those in cities with older infrastructure like Liverpool.

Q: Are Security Concerns Affecting VoIP Adoption?

A: Not significantly. Most companies are satisfied with their current systems as long as they function well.

Choosing the Right VoIP Package

Q: What Should Businesses Look for in a VoIP Package?

A: Opt for a major cloud provider like RingCentral, which offers reliable support and consistent functionality. Review sites can help in comparing options, but established providers typically offer the best solutions.

Q: What Should COOs Consider When Selecting a VoIP Package?

A: Start by assessing the nature of your customer communications and choose a system that minimizes disruption to your staff. For general purposes, systems that handle inbound and outbound calls and integrate with business software are usually sufficient. For businesses with high inbound traffic, a contact center-oriented system might be better. Consider your current phone system and any necessary training to ensure a smooth transition.

Q: Is Continued Support Necessary for VoIP Packages?

A: Most VoIP packages come with support. While you can use unsupported open-source software, it requires significant technical expertise.

By understanding these trends and considerations, businesses can effectively navigate the evolving landscape of VoIP technology.