- Voice is evolving, not disappearing: Telecom leaders from BTS, BCN, and iBASIS argued that voice is becoming more intelligent and versatile—used not just in person-to-person calls, but in AI-driven, machine-to-machine interactions and embedded in digital platforms like CPaaS and ride-hailing.
- Profitability despite decline: Although traditional voice traffic is decreasing, operators are increasing margins through segmentation, platform innovation, and integration of AI tools such as live transcription, translation, and programmable APIs.
What happened: The next chapter in telecom innovation
At the latest Insider Access Fireside Chat, moderated by Isabelle Paradis of Hot Telecom, telecom executives gathered to challenge a persistent industry narrative: that voice is in terminal decline. Instead, Andres Proano (BTS), Julian Jacquez (BCN), and Patrick George (iBASIS) argued that voice remains not only relevant—but increasingly strategic in an era defined by programmable platforms, contextual data, and AI-led services.
Paradis opened the discussion with a sharp provocation: “Let’s forget about declining minutes. Voice today is not about volume. It’s about value.” That reframing set the tone for the hour-long conversation, which positioned voice as a dynamic asset—capable of adaptation and reinvention.
Patrick George explained that voice is now more fragmented, yet more embedded than ever before: “It’s not just humans calling humans. Voice now comes from CPaaS platforms, IoT devices, and even machine-to-machine systems via text-to-speech.” He noted that this proliferation has made voice more complex—but also more valuable. Andres Proano added that treating voice “like data” is transforming how it is delivered, monetised, and scaled. He cited programmable features—like live transcription or multilingual translation—as key differentiators for BTS, particularly in sectors like ride-sharing or on-demand services.
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Why it matters
The session’s central paradox was clear: traffic volumes may be dropping, but profitability isn’t. BCN’s Julian Jacquez shared that while traditional TDM voice now accounts for only 35% of their business (down from 75% in 2018), it remains the most profitable line. Their shift to IP voice, SIP trunking, and UCaaS has allowed them to retain high margins by bundling voice within enterprise-grade services.
George emphasised segmentation as key to margin expansion: “You don’t treat every customer the same—some value quality, others prioritise cost. Recognising that is what’s helped us grow wholesale margins.” Platform agility was also discussed as a critical success factor. BTS updates its internal systems weekly, with in-house developers integrating AI tools directly into voice offerings. “We’re embedding APIs, real-time analytics, and LLM-based orchestration,” said Proano. “That lets us evolve faster than our competitors.”
Looking ahead, the panellists foresee a hybrid future. Outbound calling may decline, but human-to-machine and AI-to-AI conversations will grow. Use cases in authentication, customer support, and emergency response ensure that voice remains indispensable—even if its delivery channels change. Jacquez confirmed BCN is doubling its IP voice capacity again in 2026—a strong vote of confidence in the medium’s future.
Even in the face of rising energy costs and platform competition, the panel was clear: voice isn’t disappearing. It’s diffusing—into everything from apps to bots, and becoming more context-aware and mission-critical. As George concluded: “Skype is gone. Voice isn’t.”
