INDUSTRY INSIGHTS & NEWS

Expert analysis, trends, and thought leadership in telecommunications and enterprise communications

AI & Voice Technology Automation Telecom Voice Assistants Customer Experience Conversational AI

AI Voice Agents vs IVR: From Call Routing to Real Task Resolution

Will an AI agent sound like your brand or just like a bot? Modern AI voice agents adapt tone, personality, and style to represent businesses authentically — building trust, improving customer experience, and turning automation into true brand voice

December 2, 2025 1 min read

Sandra Olsteina

Read Article

AI & Voice Technology Automation Best Practices Conversational AI IVR Customer Experience Telecom

AI Voice Agents vs IVR: From Call Routing to Real Task Resolution

AI voice agents aren’t just IVR with a nicer voice. They resolve tasks end‑to‑end — booking, confirming, updating CRM — by combining telecom infrastructure with conversational intelligence. That’s when speed, CSAT, and revenue finally align

December 2, 2025 2 min read

Sandra Olsteina

Read Article

AI & Voice Technology Customer Experience Conversational AI

How Voice AI Reduces Agent Burnout and Boosts Satisfaction

Reduce Burnout with Voice AI: Offload Repetitive Calls, Real‑Time Agent Assist, 40–80% Less ACW, Calmer Escalations, Healthier Occupancy, Proactive Deflection & PCI‑Safe Flows—Happier Agents, Faster Resolutions, Better Coaching, Faster Ramp

November 26, 2025 3 min read

Aivis Olsteins

Read Article

AI & Voice Technology Databases Conversational AI

Seamless Voice AI Integrations: Salesforce, HubSpot, and ERP Systems

Seamless Voice AI Integrations with Your Stack: Salesforce & HubSpot CRM + SAP/Oracle/NetSuite/Dynamics ERP; OAuth2 & mTLS Security; Real‑Time Read/Write (Cases, Orders, Payments, Scheduling); Warm Transfers, Context; Audit Logs, SLAs, iPaaS Support

November 19, 2025 4 min read

Aivis Olsteins

Read Article

AI & Voice Technology Conversational AI Customer Experience

Measuring Voice AI Success: The KPIs That Matter—CSAT, Containment, Speed, Accuracy, Reliability, and ROI

Voice AI KPI Scorecard: CSAT/NPS, FCR & Containment, Time‑to‑First‑Word & p95 Latency, Intent/Slot Accuracy & ASR WER, Groundedness, Tool Success (Payments/IDV/Scheduling), Warm Xfers, Uptime/Reliability, Consent/Redact, Cost per Resolution & ROI

November 12, 2025 4 min read

Aivis Olsteins

Read Article

AI & Voice Technology Security GDPR

Sensitive Data in Voice AI: PCI‑Safe Payments, HIPAA‑Compliant PHI, Redaction & Tokenization

Managing Sensitive Data in Voice AI: PCI‑Safe Payments (DTMF Masking, Tokenization), HIPAA‑Compliant PHI Segregation, Redaction/De‑Identification, End‑to‑End Encryption, Zero‑Trust Access, Residency/Retention, DSAR Deletion, SIEM‑Audited Trails

November 4, 2025 4 min read

Aivis Olsteins

Read Article

AI & Voice Technology Customer Experience GDPR

Building a Compliant Voice AI: GDPR, PCI, HIPAA, FINRA/MiFID, GLBA & TCPA

Voice AI Compliance by Design: GDPR with DPA/DSARs & Residency, PCI‑Safe Payments (DTMF Masking/Tokenization), HIPAA BAAs, FINRA/SEC/MiFID II WORM Archiving, GLBA Safeguards, TCPA Consent, End‑to‑End Encryption (TLS/SRTP, AES‑256), mTLS/Zero‑Trust

October 28, 2025 4 min read

Aivis Olsteins

Read Article

AI & Voice Technology Conversational AI Customer Experience

Free Your Team: Tasks Voice AI Handles Best—FAQs, Order Status, Scheduling, Payments, and Tier‑1 Support

Free Your Team with Voice AI: High-Volume Wins—FAQs/Policy Lookups, Order & Shipment Status, Appointment Booking/Reschedule, Password Resets, Payments (PCI‑Safe), Address/Contact Updates, Returns/Subscriptions, Tier‑0 Troubleshooting, Intake/Triage

October 22, 2025 2 min read

Aivis Olsteins

Read Article

AI & Voice Technology Conversational AI Customer Experience Voice Assistants

AI Voice Agents and Humans: The Hybrid Future of Customer Service

The Hybrid Future of Customer Service: AI Voice Agents + Humans Working Together—Instant Triage, 30–55% Cost Savings at Scale, Higher FCR/CSAT, Smart Escalations with Warm Transfers, Agent Assist, 24/7 Coverage, Compliance, Improved Specialist Roles

October 15, 2025 3 min read

Aivis Olsteins

Read Article

AI & Voice Technology Security Best Practices Cloud Services

Securing Voice AI Conversations: End‑to‑End Encryption, Redaction, and Zero‑Trust by Design

Securing Voice Conversations: End-to-End Encryption (SIP‑TLS/SRTP, DTLS‑SRTP), AES‑256 at Rest with KMS, Redaction & Tokenization for PCI/HIPAA/GDPR.

October 7, 2025 4 min read

Aivis Olsteins

Read Article

1 2 3 4

Stay Updated

Get the latest telecom insights delivered to your inbox

SUBSCRIBE TO OUR NEWSLETTER

Stay up to date with the latest news and updates from our telecom experts

INDUSTRY INSIGHTS & NEWS

AI Voice Agents vs IVR: From Call Routing to Real Task Resolution

AI Voice Agents vs IVR: From Call Routing to Real Task Resolution

How Voice AI Reduces Agent Burnout and Boosts Satisfaction

Seamless Voice AI Integrations: Salesforce, HubSpot, and ERP Systems

Measuring Voice AI Success: The KPIs That Matter—CSAT, Containment, Speed, Accuracy, Reliability, and ROI

Sensitive Data in Voice AI: PCI‑Safe Payments, HIPAA‑Compliant PHI, Redaction & Tokenization

Building a Compliant Voice AI: GDPR, PCI, HIPAA, FINRA/MiFID, GLBA & TCPA

Free Your Team: Tasks Voice AI Handles Best—FAQs, Order Status, Scheduling, Payments, and Tier‑1 Support

AI Voice Agents and Humans: The Hybrid Future of Customer Service

Securing Voice AI Conversations: End‑to‑End Encryption, Redaction, and Zero‑Trust by Design

Categories

Featured Article

The Commitment Economy: Why Voice AI Bookings Must Be Integrated, Not Just Conversational

Stay Updated

SUBSCRIBE TO OUR NEWSLETTER