From messaging apps to emails, the written word seems to be the preference for async conversations at the very least. But are we overlooking the potential resurgence of voice technology, especially in the realm of contact centers? This topic was brought into focus in a recent conversation with industry leaders Jake Butterbaugh of Five9 and Doug Jones of AT&T.
Both AT&T and Five9 share a rich history of partnership. Their combined expertise brings a unique perspective to the debate: Is voice truly dead, or are we just witnessing its rebirth as Voice 2.0 - intelligent voice?
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"Voice is far from dead," started Butterbaugh, Senior Vice President, Global Partner Organization from Five9. "It's evolving, and with advancements in AI, we're entering an era of Intelligent Voice or Voice 2.0."
But what about the rise of AI-powered digital interactions? Will they replace voice communications in the contact center environment? "That's a myth," asserts Jones, AVP Product Management, Voice and Collaboration from AT&T. "AI isn't here to replace voice. Instead, it's enhancing it, giving it capabilities, we'd never imagined."
Voice, as both our experts emphasize, remains a predominant mode of communication. The clarity of a conversation, the tonal nuances, the immediate feedback – these attributes are irreplaceable. What's changing is how voice integrates with modern technology. "Quality voice paired with trusted network connectivity is the foundation for successful contact center operations," Jones added.
One might think that in an age where customers want quick answers, voice might be a hindrance. However, the essence lies in trust. As Butterbaugh points out, "Building trust with customers is paramount. And nothing does that better than personalized voice interactions."