Despite all the attention given to APIs, AI, and new forms of business messaging, one foundational pillar of communications quietly keeps evolving: Service Provider (SP) Voice. In a recent CPaaSAA Talk, we sat down with Michael Abenhaim (VP Sales, Ooma) and Bertrand Pourcelot (Managing Director, Enreach for Service Providers) to dig into why private UCaaS stacks remain so relevant—and what telcos really need today.
Still Standing: BroadSoft, Metaswitch… and Opportunity
“There’s still a massive installed base of BroadSoft and Metaswitch out there,” said Abenhaim. “The platforms are stable, but the real challenge is evolution. Telcos know they need to offer more—better user experience, integration, mobility, programmability—but without breaking what already works.”
Pourcelot agreed, noting that many telcos feel trapped. “They want to innovate, but they can’t afford to risk reliability or compliance. That’s where vendors like us come in—not with a rip-and-replace mindset, but a step-by-step evolution path.”
What Telcos Want in 2025
So, what are telcos actually asking for?
According to both guests, the ask is clear: control, differentiation, and speed. Operators want platforms that are modular, API-friendly, and easy to customize—without waiting six months for a minor feature.
“Private UCaaS used to be about cost savings or white-labeled Skype for Business replacements,” Pourcelot said. “Now it’s about flexibility and customer intimacy. Can the telco offer a retail chain a tailored solution with call recording, CRM plugins, and real-time analytics—on their terms?”
Abenhaim added: “There’s also a rising demand for Sovereign UCaaS—local data hosting, regional compliance, and customer-specific configurations. Public cloud isn’t a fit for everyone.”
Recent Deployments: Telcos Getting Back in the Game
Both Ooma and Enreach shared recent examples of mid-sized telcos in Europe and North America launching modernized voice services—with a focus on user experience, vertical fit, and bundling voice with productivity tools.
“Some of these telcos are winning back SMBs from over-the-top competitors,” Abenhaim noted. “They’re not trying to beat Zoom at Zoom’s game. They’re delivering something more integrated, more local, and with better support.”
Pourcelot added that working closely with telcos on go-to-market is as important as the tech. “We don’t just give them a platform—we co-develop offerings, marketing, even onboarding journeys. That’s what makes it stick.”
Innovation vs. Stability: The Balancing Act
How do you keep the platform evolving—without overwhelming telcos used to multi-year release cycles?
“We’ve moved to a continuous delivery model, but we give telcos tools to control what they expose and when,” said Pourcelot. “So innovation doesn’t mean chaos.”
Ooma takes a similar approach. “We push updates often, but we’re transparent about impact and give full control over feature activation. It’s about being agile without becoming unpredictable.”
Regional Nuances and the Sovereignty Factor
One clear theme: voice is local. Regulatory, cultural, and market expectations differ—dramatically.
“In Germany or France, data sovereignty and federation are top of mind,” Pourcelot explained. “In the US, it’s more about feature velocity and integrations.”
Abenhaim echoed that sentiment. “Some telcos want a packaged UCaaS solution; others want a toolkit. You have to support both—and that’s where private stacks really shine.”
The Road Ahead: Advice for Legacy Telcos
Asked what they’d say to a telco still sitting on a ten-year-old BroadSoft deployment, both were blunt:
“Do something now.”
“Modernize in waves,” said Abenhaim. “You don’t have to rebuild your stack overnight. But don’t wait until your enterprise customers walk away.”
Pourcelot added, “Start with value-added services. Add AI-driven voicemail, a modern UX, or vertical bundles. Just start moving.”
Final Thoughts
SP Voice may not be the flashiest part of the communications stack, but it remains one of the most mission-critical—especially for telcos looking to stay relevant in the age of CPaaS, AI, and Intelligent Engagement. As Michael and Bertrand reminded us, the future of voice isn’t about survival. It’s about evolution, sovereignty, and giving telcos the tools to own their own destiny.
