In a technology landscape increasingly dominated by automated agents and chatbots, the humble telephone call was predicted to become obsolete. The opposite has happened, says Nic Laschinger, technical director at Euphoria Telecom .
Local organisations are continuing to invest heavily in voice infrastructure alongside their digital tools, he says. 'This is because the role of the phone call has fundamentally changed.'
A phone call is no longer the default mechanism for simple queries, like checking an account balance or confirming a delivery time, he continues. Those tasks have successfully migrated to apps and self-service bots. Instead, voice has evolved into a premium VIP channel reserved for high-stakes, sensitive, or complex interactions.
