In the rush to integrate artificial intelligence across enterprises, one vital factor is being quietly overlooked: the quality of voice communication.
A key application of AI is in the monitoring and analysis of phone calls with customers. An AI agent can capture and transcribe calls and then analyse the content for insights into customer sentiment, feedback on service or product quality, customer service representative training needs and much more.
But none of that can happen if the AI agent cannot understand the conversation with the customer.
And with the majority of business calls these days taking place on mobile devices, it’s increasingly essential that mobile communications voice quality is sufficient to allow AI analytics to function.
The AI Dependency on Clear Voice
AI-driven tools for collaboration, customer service, and analytics are entirely dependent on the input they receive.
For speech recognition to deliver accurate transcripts and insights, it requires clear, noise-free, well-articulated audio. If the voice quality is compromised—through jitter, dropouts, or lag—the entire AI layer built on top of it suffers.
Voice quality also underpins advanced features such as voice biometrics and emotion recognition. Both rely on pitch, tone, and cadence. When these are distorted or unclear, entire categories of AI-generated insights are lost or rendered unreliable. In regulated industries like finance and healthcare, this can lead to serious compliance risks, inaccurate records, and potential legal exposure.
Voice quality issues come to the fore most often when the mobile devices used for communicating are using Voice-over-IP apps. The voice traffic from these apps traverses the data network and so quality suffers when network congestion, dropped packets or connectivity issues affect the flow.
In contrast, the native mobile voice network uses dedicated capacity for voice traffic and so communications are more often clear and jitter-free.
The Frontline Impact: Sales and Service
Poor voice quality has a direct effect on frontline teams. In sales, AI-generated call summaries and action items are only as good as the audio captured. Missed words or misunderstood instructions can easily translate into missed revenue opportunities.
In customer service environments, the stakes are even higher. Low-quality audio not only damages customer perception but also affects the accuracy of call recordings and AI-driven analytics. In industries where accurate transcripts are required for auditing or regulatory compliance, degraded voice quality can introduce significant risk.
The key is to ensure employees on mobile devices are using the native voice channel, not VoIP, for business calls.
Delivering High-Quality Voice Across the Entire Business
In a modern enterprise, voice touches every corner of the organisation—from the boardroom to the frontline, from customer service to remote teams. Ensuring that every call is clear and consistent is no longer a technical detail; it’s a business-critical priority.
High-quality voice must flow seamlessly across all roles and locations:
- Sales teams need clarity to capture every customer commitment.
- Support agents rely on it to deliver exceptional service and accurate records.
- Remote and hybrid workers depend on it to stay connected and productive.
- Compliance teams require it to maintain audit-ready communications.
To achieve this, businesses must embed voice quality into the core of their operations. That means using technologies that eliminate jitter and packet loss, prioritising voice traffic across networks, and integrating secure, compliant communication pathways into every device and endpoint.
Voice is still the most critical mode of business communication. It underpins every digital interaction, every AI-driven process, and every customer engagement. For organisations aiming to leverage AI and advanced analytics, it’s time to ensure that every word, tone, and nuance is captured accurately.
This is where Tango Extend comes in. By integrating directly with your Unified Communications platform and using the native mobile voice channel, Tango Extend delivers crystal-clear business-grade voice on every call, from any device, anywhere. It’s the clean, consistent voice foundation your AI, compliance, and collaboration strategies depend on.
