Communication Service Providers

Next-generation communications and their impact on cloud and voice services

Innovation is the outcome of necessity, and over the last few years after the pandemic, we have seen unprecedented growth in next-generation (next-gen) communication solutions. These include 5G, mobile and touchless solutions, and cloud communications powered by AI and voice biometrics. These solutions completely shifted the definition of a workplace.

Today’s hybrid workforce uses a multi-channel digital landscape, including video conferencing with real-time collaboration, business SMS, virtual answering, etc. Market analysis shows that the global unified communication market will reach $87 billion by 2031.

This article explains the need to invest in next-gen communication services, service types, their impact on voice, and future predictions.


Why invest in next-gen communication services?

In a volatile economy and geopolitical landscape, there is no room for waste of funds and resources. Therefore, businesses are investing in next-gen communication to provide better services. Leaders neither want to invest in in-house communication infrastructure nor stay locked into services they never use.

Developing and implementing their system requires a massive human resource, hardware, and software investment. It takes several years before this investment shows any ROI. Next-gen communication service providers offer modern, scalable, cost-effective systems with predictable pricing, network security, and several service options.


Next-gen communication service types

Investment in next-gen communication services empowers your team and clients to connect efficiently without settling for a one-size-fits-all solution. You can provide services as per the need and help customers scale up as they grow.


SIP trunking

SIP (session-initiated protocol) is a digital version of the traditional PBX-PSTN connection. It does the same job without a complex network of wires and cables and transmits the calls over the internet. An SIP-enabled phone system comes with the following advantages –

  1. Enhance the VoIP-enabled calling system.
  2. Access your business phone from any digital device.
  3. Connect your workforce without a physical infrastructure.
  4. Have a single platform for voice, SMS messaging, file sharing, etc.
  5. Intuitive interface for data records and SIP trunk management.
  6. Reduce the number of communication lapses due to IT issues.

Managed SIP services

Managed SIP services (mSIP) come with specific guarantees, such as connecting a hybrid workforce without spending on a legacy infrastructure. The right mSIP service provider will offer multiple connectivity options, proactive monitoring, and the following benefits –

  1. Guaranteed high-quality voice across connections.
  2. Redundancy using multiple data centres.
  3. Real-time call statistics.
  4. Multiple carriers for better call quality.
  5. Custom call packages.

UCaaS/Hosted voice services

A unified communication as a service (UCaaS) platform provides multiple features of skill-based routing, live monitoring, and application integration without add-on costs. Build a solution as per your business needs without relying on several vendors. Other benefits include –

  1. Fixed price per channel per month.
  2. Higher cost savings compared to analog calling services.
  3. Get real-time and advanced business analytics and reports.
  4. A telephony system that supports a diverse network.
  5. Share desktop and whiteboards and integrate with team platforms.

Voice-enabled teams

Augment the existing platform with robust enterprise voice capabilities and the following features –

  1. Compatible with UCaaS and SIP services.
  2. Near 100% service availability.
  3. Unified voice, data, video, and mobile app communication.
  4. Network and disaster recovery support.

Impact of next-gen communication on voice service

High-definition calls with a lower background noise significantly enhance global accessibility and convenience. Here are the benefits of next-gen communication on voice –

  1. High-quality calls – Access high-definition calls with no background noise and call drops for ideal business communication.
  2. Cost efficient – Integrating voice with the internet reduces the cost of service and infrastructure, streamlines operations, and enhances efficiency.
  3. Accessibility and convenience – With voice over the internet, there are no physical barriers to communication. This fosters better cultural and business relationships.

The future of next-gen communications

With next-gen communication skyrocketing over the last few years, there are several exciting opportunities the future holds –


Zero trust video conferencing security

This approach assumes that every system and network is a threat until proven otherwise. It adds an extra layer of security through authentication, such as voice biometrics in video conferencing.


AI personal assistants

AI in next-gen communications will work in the background to lend capabilities such as automated meeting summaries and sentiment analysis. For example, it will assess the tone and phrases from a phone conversation and recommend the right words to an agent in real-time.


Enterprise-level customer service for SMBs

SMBs struggling to keep up with the volume of queries will leverage AI in next-gen communications to optimise the scale of service and cost.


How can Infosys BPM help?

Infosys BPM solutions focussed on the communication sector harness the strategic blend of workflows to bring revenue assurance and guarantee customer delight through your service performance. The solutions assist communication providers in lead-to-cash (L2C), trouble-to-resolve (T2R), bill-to-cash (B2C), and service lifecycle management.

Read more about next-gen services at Infosys BPM for communication providers.


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