With 76% of providers planning to offer AI-enabled services by 2027, AI is transforming voice services for SMBs, while driving innovation, efficiency, and growth for CSPs
PLEASANT GROVE, UTAH – Feb. 4, 2025 – Traditional voice offerings are primed and ready for an AI upgrade according to new research from Omdia and Alianza, Inc., the leading cloud communications platform for service providers. Released today, the report, “Bringing AI to Main Street,” explores how AI is revolutionizing traditional voice services, offering transformative opportunities for both small and medium-sized businesses (SMBs) and communication service providers (CSPs).
While voice remains a vital communication tool for the vast majority of SMBs (91% of SMB respondents claimed voice was either important or critical to their day-to-day operations), it has become clear that traditional voice offerings are ripe for AI innovation. In fact, 71% of CSPs agreed that voice – in its current state – is dying. To that end, 76% of CSPs expect to offer AI-enabled services to their customers within the next two years.
“We’re at a critical turning point for voice services,” said Dag Peak, Chief Technology and Product Officer at Alianza. “AI has the potential to not only modernize how businesses communicate, but also drive significant efficiency and revenue growth. SMBs and CSPs each face unique challenges in the coming years, but AI opens the door for both to innovate and thrive.”
Empowering SMBs with AI-Driven Voice Services
SMBs may not always have the resources or technical expertise to buy and manage a complex enterprise communications solution, but that doesn’t mean they don’t want to optimize their current tools. In fact, 91% of SMBs said they believe AI-enabled voice solutions that provide actionable call data (e.g., customer sentiment analysis, call transcription, and trend identification) would be a valuable addition to their business. These capabilities allow SMBs to operate more efficiently and offer superior customer experiences. Additionally, AI-powered tools like fraud detection and automated call assistants further strengthen SMB operations, providing robust security and alleviating customer service burdens.
Unlocking Growth for CSPs through AI Innovation
For CSPs, the report underscores a critical juncture: the opportunity to differentiate offerings and improve service revenue by modernizing legacy voice infrastructure. Nearly 85% of CSPs recognize AI-enabled services as essential for driving future revenue growth. AI enables CSPs to transform traditional voice services into revenue-generating assets and deliver enhanced customer experiences through features like predictive analytics, call summaries, and real-time translations. Moreover, AI-driven insights empower CSPs to create new service offerings tailored to customer needs, positioning voice as a competitive advantage rather than a declining service.
“The integration of AI and voice services represents a pivotal moment for the telecom industry and its customers,” said Evan Kirchheimer, chief research office at Omdia. “However, realizing the full value of AI requires action. By moving away from legacy systems and embracing AI-enabled voice services, CSPs can not only streamline operations, but also offer differentiated, scalable solutions that meet the evolving needs of their customers. For SMBs, the benefits are equally compelling as AI-optimized voice services provide actionable insights, enhance customer interactions, and bolster data security—all while remaining accessible and cost-effective for smaller businesses.”
Conducted by Omdia, the report surveyed decision-makers from more than 50 SMBs and 60 communication service providers during Q3 2024. For more information or to download the full report, visit alianza.com/omdia-report-bringing-ai-to-main-street.
About Alianza
As one of the industry’s leading cloud communications platforms for service providers, Alianza helps our customers supercharge growth, reduce costs, and transform into modern techcos. Our team of experts is passionate about simplifying service delivery and ensuring first-rate customer experiences. Learn more about our solutions at www.alianza.com and follow us on LinkedIn.
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