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In the coming year, voice technology is going to take its place with team collaboration tools as it supports increasingly important areas of business management and communications. As the hybrid workforce becomes ever more entrenched, employees will find that they can leverage messaging, video conferencing, and voice communications to optimize their workflow. Here are Momentum’s voice technology predictions for 2022 and beyond.
The New Definition of Voice Technology
In the past, voice technology was defined as the technology that allowed people to connect with one another via telephone. Today, voice technology has evolved to be used in a variety of other ways, including the following:
Data Drawn From Voice Communications
Data and predictive analytics will be big trends in 2022. Using voice-driven predictive analytics will help management make business decisions. One example is analyzing customer voice communication in contact centers to identify a customer’s intent. Insights from analyzing customer voice communications can relate to things such as how a customer is responding to an agent’s conversation. It can help a contact center agent respond more appropriately to bring successful conclusions to their support interactions.
Fighting Fraud and Strengthening Security
Voice recognition will be used more often as an authentication tool. Voice biometrics will become a significant tool in industries such as banking and healthcare to help prevent unauthorized users from accessing sensitive data.
Cloud Voice Technology Moves to Mobile
The Cloud Communications Alliance sees a big role for cloud communications providers in 2022. But, as competition in that marketplace increases, cloud communications providers will need to provide additional capabilities to beat competition like Microsoft and Zoom. One key capability they’ll find ways to offer is covering the mobile market in addition to offering a communications platform as a service (CPaaS) strategy.
5G Will Impact the Voice Market
Employees using mobile devices for communications will see a different world as 5G evolves and becomes more widespread. 5G is significantly faster than 4G, which will reduce network latency and change how calls function. For example, screen sharing will become easier with 5G.
With Momentum’s extensive background in UCaaS, you can rest assured that we know how to design a network to maximize performance for unified communications and all other business voice uses and cloud applications.
AI and Machine Learning Continue to Evolve
Voice technology is a natural application for artificial intelligence and machine learning. These technologies are making it easier for us to talk to applications like chat bots. The chat bot is increasingly sounding more authentic and relatable.
We’re also talking to hardware that is voice enabled using voice AI. That includes personal assistants, cell phones, and technology you may already have in your car.
Keeping Up With Voice Technology
The year 2022 will see tremendous advances in voice technology. Its capabilities will expand and its applications will multiply. It is a good time to review your use of voice technology to improve your competitive position.
If you have a hosted voice infrastructure, make sure your provider can offer all the tools you need, including security, managing WAN connectivity, network convergence, and more. If you don’t have that infrastructure in place, Momentum can help you with measurable voice quality, advanced services, and superior customer support. Contact us to learn how you can use voice technology to outperform your competitors.
