The CPaaS Acceleration Alliance has published a new report examining one of the fastest-moving areas in enterprise communications: AI Voice.
The report, “AI Voice: Who Will Run the Conversation?”, explores how voice interactions are being transformed by AI and what this means for communications platforms, telcos, enterprises, technology companies and investors across the ecosystem.
The publication builds on the themes first outlined in the State of CPaaS 2025 report, which argued that the communications industry is evolving toward Intelligent Engagement: systems that combine communications, AI and enterprise workflows to deliver measurable business outcomes.
AI Voice is one of the most dynamic parts of that transition.
A fast-moving market
Over the past year, AI Voice has moved rapidly from experimentation to early deployment.
CPaaSAA members report 4-10X year-on-year growth in 2025-26 in enterprise demand, and analysts forecast five-year CAGRs of 16-38%.
Enterprises are beginning to use AI in voice interactions for tasks such as transcription, call summarisation, scheduling, lead qualification and automated service interactions. Early deployments outlined in the report are already showing meaningful and quantified operational improvements in areas such as productivity, responsiveness and process efficiency.
At the same time, the technology landscape is evolving quickly.
CPaaSAA members, including Infobip, Sinch, Twilio and Vonage, are developing new ways to connect AI agents directly to global voice networks. Engagement platforms like Radisys are working with telcos to embed “AI in every call”, and specialised speech providers such as Speechmatics are improving speech recognition and real-time processing. Meanwhile, enterprise software platforms such as Salesforce are also embedding conversational AI directly into customer engagement workflows.
Recent industry events such as Enterprise Connect and Mobile World Congress 2026 have also highlighted the speed at which AI is becoming central to the future of communications.
What the report examines
Against this backdrop, the CPaaSAA report provides a structured view of the emerging AI Voice market.
It examines:
- How AI Voice capabilities are evolving beyond transcription toward two-way conversational interaction
- Where value may accumulate across the communications ecosystem
- The different architectural models emerging for deploying AI Voice
- How enterprises are likely to adopt these capabilities in practice
- The strategic options for CPaaS, CCaaS and communications platform providers, telcos, technology players, investors and regulators
The report also brings together industry perspectives and case examples that illustrate how companies are beginning to implement AI Voice in real-world environments. It draws on 46 real-world case studies from CPaaSAA’s Case Directory, 36 senior executive industry interviews, and extensive secondary research.
A timely moment for the industry
The communications sector sits at the intersection of several powerful trends: AI, real-time interaction, enterprise workflows, identity and trust.
As AI becomes capable of participating directly in voice interactions, the role of communications platforms in the enterprise technology stack may expand significantly.
Understanding how that shift may unfold is increasingly important for both technology providers and enterprise buyers.
Download the report
The full report, “AI Voice: Who Will Run the Conversation?”, is available now from the CPaaS Acceleration Alliance.
If you are working in CPaaS, CCaaS, enterprise communications or customer engagement, we believe this is a timely moment to understand how AI Voice is evolving and what it may mean for the industry.
You can download the report here.
Andrew Collinson
Andrew Collinson is a telecoms and connected technologies expert, specializing in growth strategy, research, and thought leadership. As founder of Connective Insights, he helps clients translate new technologies into viable business models, with a focus on CPaaS, APIs, platform strategies, AI, and network automation.
Before joining CPaaSAA as Associate Research Partner, Andrew was Research and Commercial Director at STL Partners for 15 years, leading a successful research business. He also moderates events, conducts bespoke research, and advises on telecom innovation, stakeholder dynamics, and digital transformation.
Comments are closed