A few weeks ago, CPaaSAA members got an early look at one of the biggest themes shaping the future of communications.
During our February The Inner Circle session, Andrew Collinson presented a preview of CPaaSAA’s first AI Voice research paper — sharing early findings, industry signals, and strategic questions with members before publication.
That is exactly what membership is meant to deliver.
At CPaaSAA, we do not just publish reports at the end of the process. We build them with the market. We work closely with members, analysts, and partners to test ideas, gather case studies, challenge assumptions, and sharpen the story before it goes public. Through formats like The Inner Circle, members get early access to thinking in progress, direct interaction with the research, and a chance to help shape the final output.
AI Voice is a perfect example.
This is one of the fastest-moving areas in communications right now. It sits at the intersection of CPaaS, customer engagement, AI, data, and orchestration. The opportunity is real, but so is the noise. Some use cases are already delivering strong results. Others are still more promise than reality. That is why we felt this topic deserved deeper, more grounded analysis.
In the The Inner Circle preview, Andrew shared the early direction of the paper: Voice is being revalued, not just as a channel, but as a source of intelligence, automation, compliance, and business insight. He also made the case that this market should be understood as part of a broader shift toward Intelligent Engagement — where communications, AI, and data come together to drive better business outcomes.
The member discussion added to that story. It brought in operator perspectives, platform perspectives, and practical examples from across the ecosystem. That exchange is part of what makes the CPaaSAA research process different: our work is informed not just by desk research, but by ongoing dialogue with the people building the market.
Now, because AI Voice is such an important topic for the industry, we are making this first paper publicly available.
It is no longer just a preview. The full report is now live on our website for everyone to read.
If you joined The Inner Circle — or contributed cases, insights, feedback, or perspectives during the research process — thank you for helping shape this work!
And if you are seeing it for the first time now, this is a good example of what CPaaSAA is built to do: bring the market together early, surface what matters, and turn fast-moving industry change into clearer strategy.
Our first AI Voice paper is now public. Read it here.
My lifetime in IT and telecoms has been dedicated to innovation, building bridges and creating change. From the early days of cloud communications to working with operators on innovations and business development, and currently emphasizing APIs, CPaaS/CX and AI, my journey has been one of continuous evolution.
As founding partner at CPaaS Acceleration Alliance and The Next Cloud I'm privileged to help global telcos and techcos thrive in a fast changing world - through events, community building, strategy and global business development. I thrive on challenges and change, strategizing in cloud communications, and bringing people together for mutual success. Travel and continuous learning are my passions.
I believe the global communications industry is pivoting to prioritize customer experience and impactful solutions over mere technology and platforms, and we can tackle societal challenges by merging the strengths of corporates and innovators within new ecosystems.
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