The rise of digital communications led many pundits to predict the demise of voice as a medium for customer communications. Speech plays a unique role though, and several technological developments are giving it a second life.
Voice has remained pervasive for business communications. While analysts forecast that the explosion in the volume of customer service interactions will mostly come from digital communications, they stress the central role of voice calls as a last resort for complex questions or for handling important moments of the customer experience. Voice communication isn’t limited to customer support.