Networks such as 2G and 3G are being sunset by MNOs (Mobile Network Operators), as they move traffic onto 4G over LTE (Long-term Evolution) and 5G networks. A new study by Juniper Research has found that the total minutes of Vo5G (Voice-over-5G) usage will reach 4.7 trillion in 2028; representing 42% of total minutes and an increase of over 500% from 2023.
To capitalise on this growth, the report urges operators to develop enterprise-facing solutions monetising the rise in demand for 5G voice services from enterprises. Operators must leverage the highly virtualised network architectures to rapidly launch new services such as programmable voice, call masking and flash calling to maximise 5G voice revenue.
Voice-over-5G utilises the 5G network core to provide enhanced voice services, including ultra-high voice definition and the ability to integrate IP-based solutions over voice.
Future Monetisable Voice Services Voice over 5G
Shown below are examples of services that operators can leverage to monetise voice networks.
Contact centres facilitate communication between enterprises and their customers through a centralised platform. This enables enterprises to customise the way in which they enhance and upgrade their control centre protocols in accordance with
enterprise needs. CCaaS uses a cloud-based software deployment model enabling these changes to be made quickly and efficiently. Moreover, enterprises only need to buy the necessary technology, unlike other solutions which bundle technology together. Consequentially, CCaaS allows enterprises to reduce IT, integration, and
support costs, whilst maintaining scalability.
Flash Calling, Voice Firewalls and Network Auditing
Flash calling uses the last digits of the call to verify the end user’s actions by acting as an OTP (One-time Password). This is processed automatically by APIs and results in no fee charged for the call. The service has become increasingly important to
industries such as banking and insurance, as it allows them to quickly verify
transactions and keep customers safe.
Furthermore, flash calls are less susceptible to fraud than SMS authentication, offering customers an enhanced experienced. Flash calling can be seamlessly integrated through APIs, using a minimum selection of code to integrate across a network.
Programmable voice is the ability to make, control, receive, and monitor calls via voice API software. Voice APIs do not only enable applications to connect to carrier networks but also the app in use to control the carrier service to perform a number of voice operator services, including call recording and audio conferencing. Essentially, these APIs allow developers to programmatically control a carrier network without having to interact directly with the PSTN. The ability to utilise programmable voice is important in today’s technology market, as the use of multi-channel programmable communications is increasing, with enterprises wanting to provide a more engaging experience for their customers.
IVR (Interactive Voice Recognition)
IVR is an automated telephone system which combines text-to-speech technology or recorded messages with a dual-tone multi-frequency interface to engage callers.
Through IVR, customers can provide and access information without the need for an agent on the end of the line. As a result, this can reduce operation costs and increase
The use of IVR has declined over the last decade, with the invention of the Internet making popular IVR services such as Moviefone obsolete. However, the technology is
still used through call centres in order to reduce call volume and provide customer support.
Business Voice Services – the Key to Combatting Declining Consumer Voice Subscriptions
Juniper Research forecasts that operators will experience significant declines in voice revenue from consumer mobile subscriptions; leading to a decrease in the value of the voice market from $230 billion in 2023 to $182 billion in 2028. In response, operators must offset this decline with new revenue streams, including the development of new business-focused voice services.
Open Gateway – Boosting Business Voice Development
The report identified the launch of the GSMA’s Open Gateway in 2023 as the ideal platform to rapidly implement these new voice services. This initiative, which already includes tier 1 operators, will enable federated access to APIs over operator networks; substantially reducing the time for new voice services to be implemented across operator networks globally.
Voice Firewalls – Essential Protection Voice over 5G
To maximise future voice revenue, the report recommends operators implement voice firewalls that can differentiate between P2P voice and business voice traffic. This will enable operators to charge enterprises a premium for voice, in a similar fashion to the business messaging ecosystem established today. Additionally, 5G networks will enable operators to better compete against OTT voice services, as 5G allows for swift deployments of new technologies, such as voice firewalls, which can block fraudulent voice traffic in real-time.