CreaLog Summit 2023: Pioneering Spirit in the World of Voice Communication

Due to high demand, the Summit on 14.12. is now also available online! Register here! Innovative perspectives: voice communication as a core product. At our Summit, moderated by Prof. Dr. Jens Böcker, the focus was on the growing importance of voice applications in the business world. A new study we commissioned shows that companies and telcos continue to rely heavily on voice communication. CreaLog is at the center of this, offering innovative solutions that create added value around the Voice product.

Study highlights: the growing importance of Voice. The results of our survey among 145 business customers and 86 telcos are clear: 55% of business customers and 63% of telcos consider voice applications highly important to their business. Interestingly, this importance is set to grow even further for 66% of business customers in the future. A clear opportunity for telcos to develop innovative offerings around the traditional voice product.

Today: Voice for customer satisfaction and revenue growth. An impressive number of companies (70% of business customers and 81% of telcos) plan to increase customer satisfaction through the use of voice applications. Revenue and profit growth are also a focus, with cost reduction playing an important role.

Tomorrow: focus on loyalty and cost optimization. Going forward, the emphasis will be on customer satisfaction and loyalty. For half of business customers, revenue growth through voice applications will also play a greater role.

Future trends: cloud and data protection. Cloud technology dominates the voice application landscape: 46% of business customers already use cloud-based solutions, and 31% plan to adopt them. Data protection is the main driver behind the choice of cloud solutions.

Visionary applications: AI at the center. The future belongs to AI-based voice and chatbots, transcription, and HD voice, which make customer-centric service possible. Telcos and business customers are focusing on innovative services that take voice communication further.

Summary: voice applications as a driver of the future. Our study clearly shows that voice applications already have a major impact today and that their importance will keep growing. Artificial intelligence will be a key factor in this shift.

Stay tuned for the future of voice communication!

About the study director. Prof. Dr. Jens Böcker, an expert and visionary in marketing and telecommunications, leads our study and is also a driving force in the telecommunications industry.