Why Voice Still Matters in Business Communications

In reading about business communications nowadays, all you read about is AI. Video is passe these days. It was the new kid on the block in 2020 and now is embedded into all business communication solutions. AI is now the new kid on the block. And is being embedded into the various business communication solutions.

But what about voice? You hardly even read about it anymore. Almost like it does not exist. And sure, as you communicate with your colleagues these days, you are apt to use chat and video calls, and for people of a certain age, even email!

But that is for internal communications. For communications with customers, voice is still king. Sure, self-help, email, chat, etc. are there. But even with omni-channel communication methods, voice still matters.

Why? First and foremost, voice calls offer a human connection which helps with a lot of things, such as real-time problem solving. And that breeds loyalty. You absolutely cannot find everything or get everything done on a website. It is frustrating. So, making a call and getting something resolved is a place I will continue to do business with.

Voice calling is also the lifeline for small businesses. According to a 2024 Hiya report, 75% of small businesses find that customer interactions start with or escalate to voice calls.

So, when considering a business communications system, it makes sense to turn to a communications system that has its roots in voice. If a system has its roots in video, or in collaboration, it may be great for knowledge workers, but it will not be excellent in voice communications and thus will not be great in interacting with actual paying customers, who are calling in from their kitchen or mobile phones.