September 03, 2021

Voice integration services have a prosperous future in modern business

Original article by Steve Briggs, Chief Sales and Marketing Officer at SEACOM. 9 June 2021.

In modern business, the use of conventional voice services (telephone calls) is rapidly declining. What will take its place and become the new normal? The possibilities presented by artificial intelligence (AI) and machine learning suggest that voice integration will continue in that direction and become more commonplace for businesses around the world.

Large companies are increasingly turning to voice technologies to engage with customers and reduce the need for manned call centres. To provide further opportunities for their target market to be heard and feel connected, it is important for companies to continue down this path.

AI voice technologies have seen massive success in companies around the world, including Apple with Siri, Amazon with Alexa, Samsung with Bixby and Google with its voice assistant. This form of accessible communication offers both businesses and consumers an always-on, omni-channel experience.

Voice technology offers more options and opportunities

Fixed workstations and cubicles have become obsolete for many modern businesses; remote working has become more commonplace. While this necessitates a reliable network, internet connection and cloud services, companies are reaping significant benefits as a result of the flexibility it offers.

Voice technology is able to greatly assist employees as it allows them to connect with one another while working remotely without having to pick up the phone. This has the added advantage of increasing productivity by creating a more seamless working experience.

A reliable and robust business network boosts employee productivity and allows for internet voice services, such as Microsoft Teams, to perform as intended without buffering or interruptions in transmission. These improvements to voice services will benefit customers as well.

Customers have grown accustomed to engaging with businesses via social media, websites, WhatsApp and emails, and many prefer not to make phone calls. Thanks to a variety of voice solutions, they will be able to communicate with the company at any time of day or night, without having to spend time on the line with a person at a call centre.

Companies risk their reputations and revenue without these omni-channel communication strategies and the networks to support them. If customers are dissatisfied with their service or have a bad experience, they will readily switch to a competitor that can provide them with more modern and reliable communication alternatives.

Integrating voice-enabled technology

Voice and the use of advanced technology must be included in a company's digitisation strategy and transformation if it is to stay competitive. In order for businesses to integrate these services into their platforms entails partnering with the right voice provider who can supply reliable and high-quality voice services. To improve overall customer experience and employee efficiency, voice-enabled technology needs to be a priority for modern enterprises.

This technology is not only useful as a virtual assistant for automating tasks and providing information or answers to queries, but it is also a powerful tool for increasing productivity, lowering expenses and providing improved customer service. For more information or to get a quote for our voice and connectivity solutions, email us at or leave us a message.

SEACOM owns Africa’s largest network of information and communications technology (ICT) infrastructure, including fibre optic networks and subsea cables. We offer a wide range of industry-leading scalable ICT solutions for large companies that operate throughout the region.

SEACOM is privately owned - making it adaptable to the needs of the client. We are the preferred ICT and internet connectivity supplier for African enterprises. We can guarantee fast, reliable and secure internet and networking services at affordable prices.

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