At PTC'25, the i3Forum hosted an insightful panel discussion on “The Future of Voice and SMS: Challenges and Opportunities”, bringing together industry leaders from Telin, Orange Wholesale International, iBASIS, and The BTS Group to address these pressing issues.
Among these distinguished speakers was John Tolton, SVP of Group Strategy & Sales at Telin, who shared valuable perspectives on the shifting dynamics of the voice and messaging landscape.
Key Challenges and Opportunities
One of the primary takeaways from the panel was the continuing decline in traditional voice and SMS revenues. As digital communication channels like WhatsApp and RCS gain traction, carriers are seeking new ways to sustain and enhance their services.
The entire panel echoed the sentiments and insights of the previous session from Tim Stronge, VP of Research at TeleGeography, who said in his “The Future of Voice” presentation:
“The voice industry is an astoundingly complex one and despite there being an overall decline in voice volumes, there are many revenue growth opportunities that still exist.”
The panel highlighted that quality and trust remain key differentiators, and telecom providers must focus on delivering high-value services while maintaining network integrity and reliability to sustain user engagement.
“Maintaining trust in our services is crucial, particularly as enterprises and operators continue to rely on premium, secure, and high-quality voice solutions,” said Emmanuel Rochas, CEO of Orange Wholesale International.
As the industry faces declining margins and increasing complexity, the panelists agreed that embracing innovation, automation, and AI-driven efficiencies is essential. Telin has been at the forefront of digital transformation, developing platforms such as NeuTrafix, enabling carriers to optimize operations while focusing on value-added services.
“We have invested and developed innovative digital platforms to help carriers offload their operations and billing requirements, enabling them to focus on more innovative and revenue-generating services,” said John Tolton, SVP of Group Strategy & Sales at Telin.
This aligns with the industry-wide push for automation, AI-powered customer engagement, and cloud-based solutions that enhance efficiency and streamline operations. AI presents opportunities and challenges. While it enables automation and operational efficiency, it also increases the sophistication of fraud attacks, making it crucial for the industry to invest in AI-driven solutions.
By leveraging large language models to replace human interactions in customer communications, the customer experience can be enhanced while optimizing costs, enabling carriers to focus on innovation and high-value services.
“AI-driven automation is transforming how we manage customer interactions and operational workflows,” said Andres Proano, Chief Revenue Officer at the BTS Group.
The panel concurred that AI-driven automation, digital platforms, and next-generation APIs will be critical to sustaining the industry’s profitability.
Beyond automation, the increasing complexity of managing voice and messaging services was also a major challenge discussed. The panel noted that as termination rates fluctuate and regional pricing structures become more intricate, the wholesale telecom space requires more efficient cost management strategies.
The growing challenge of fraud prevention in the voice and messaging business also remains a pressing concern. AI-generated scams and number spoofing are becoming increasingly sophisticated, making robust fraud detection mechanisms a necessity.
The panel highlighted the need for industry-wide collaboration to combat fraud, emphasizing the importance of intelligence-sharing initiatives like the i3Forum’s Restore Trust Initiative.
“Fraud and scams are increasing, and we need a united effort to counter these threats,” said Patrick George, Group CEO of iBASIS.
Furthermore, regulatory challenges remain a key focus, particularly as new players like satellite communication providers enter the connectivity space. John stressed the importance of ensuring fair competition and regulatory framework alignment, urging that new entrants must contribute to the industry by paying for spectrum, sharing infrastructure costs, and adhering to regulatory regulations.
“It’s critical that we work with regulators to ensure fair competition.
These new entrants must pay for spectrum, contribute to infrastructure,
and collaborate with traditional telecom operators to maintain industry stability,”
added John Tolton, SVP of Group Strategy & Sales at Telin.
The discussion underscored that, despite the challenges facing traditional voice and messaging services, opportunities remain for carriers who can adapt, innovate, and implement AI-powered efficiencies and automation to enhance their service offerings.
The Road Ahead: Adapting to Customer Expectations
The discussion underscored the need for telecom operators to remain agile and customer-centric. As messaging habits evolve and AI continues to reshape interactions, staying ahead of these trends will be key to sustaining relevance. Telin’s commitment to leveraging digital platforms and working closely with regulators positions them as a proactive player in this transformation.
With industry leaders like Telin driving innovation, collaboration, and adaptation, the future of voice and messaging remains full of opportunities despite the challenges ahead. As carriers pivot towards new business models, the focus will be on maintaining quality, combating fraud, and delivering next-generation communication solutions that meet evolving customer demands.
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Panelists: John Tolton, SVP of Group Strategy & Sales at Telin; Emmanuel Rochas, CEO, Orange Wholesale International; Patrick George, Group CEO of iBASIS; Andres Proano, Chief Revenue Officer, The BTS Group; Dylan Brown, CEO, Symbio Connect (moderator)