SNOM
VoIP – no longer just about voice Voice over Internet Protocol (VoIP) is first and foremost a channel for transmitting voice. Yet communication does not necessarily end when a call is disconnected.
Increasingly, with the help of artificial intelligence (AI), conversations are being transformed into data that can be integrated directly into business processes. Every call is becoming part of a broader ecosystem, where information is not only transmitted but also processed and used long after the call has ended. The call is the starting point – and it must provide AI with quality data to analyse. What was once a single moment of communication is now becoming part of a continuous workflow: conversations are documented and information transferred automatically to CRM and ticketing systems to support business activities. Voice creates context, and that context is what drives business processes. This not only makes companies more efficient, but also provides greater transparency throughout the customer journey. As a result, routing and coordination are increasingly embedded within communication. AI-supported systems ensure that incoming calls are no longer routed according to fixed rules, but are instead handled according to context: Who is calling? Is there a history? How urgent is the request? Calls can then be redirected to the most appropriate person or team. Intelligent features support employees during the conversation by providing relevant information and automating follow-up activities, from structured call summaries to creating and setting tasks. This evolution is also changing the way communication is evaluated in a business
context. Metrics such as call duration, call volume or how easily an employee can be reached by phone are becoming less significant. Instead, outcomes are the priority: Was the problem resolved? Was a sale completed? How satisfied is the customer? Communication is increasingly measured by the value it creates, rather than being viewed solely as a technical function. Despite AI-powered features creating more value in VoIP communications, IP endpoints remain a critical part of the communications infrastructure. In environments such as hotels, hospitals, warehouses and public services, voice communication continues to play a central role in daily operations. Desk phones and cordless DECT handsets provide immediate availability, high audio quality and encrypted communications. At the same time, these modern endpoints help reduce complexity for users. While powerful systems operate in the background, the user experience remains simple and intuitive. The phone acts as a familiar and reliable gateway to an increasingly sophisticated communications landscape. Implementation isn’t a barrier either, as modern IP phones integrate seamlessly with the AI-supported infrastructures that are built into IP-PBX and unified communications platforms. Rather than functioning solely as voice devices, they can act as secure endpoints through which allow individuals to access a broader range of communication and collaboration tools. n
Edward Franklin UK&I channel manager
snom.com
“
While powerful systems operate in the background, the user experience remains simple and intuitive. The
phone acts as a familiar and
reliable gateway to an increasingly sophisticated communications landscape.
”
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