Why Telephony Still Deserves a Seat at the Digital Transformation Table
*Updated 28 March 2025*
The first telephone call took place in 1876—an innovation that changed the world. Over a century later, it still stands among the top 10 most transformative inventions in history. And yet, nowadays telephony is often overlooked by business leaders and digital transformation strategists.
But here’s the truth – Even now, the telephone remains a powerful enabler of business change. This article gives telephony the spotlight it rightfully deserves—not out of nostalgia, but because it's still a critical driver of digital evolution.
Smartphones: The Unsung IoT Heroes
Let’s start with the obvious—smartphones. Ubiquitous, powerful, and essential, smartphones are arguably one of the most revolutionary Internet of Things (IoT) devices ever created. Regardless of whether you're team Apple or Android, a smartphone puts the internet in your pocket—and in doing so, has reshaped the way we live, work and communicate.
Originally built for simple mobile calls (and maybe a quick game of Snake), mobile phones have evolved into multi-functional tools that influence every corner of modern life. From social media engagement and real-time messaging to handling work emails on your morning commute, the smartphone has transformed the way people interact with both brands and each other.
This mobile-first shift has had a major impact on customer communication. Voice is no longer the only channel. Businesses must now be present across messaging apps, social platforms, and review sites—all while ensuring their contact centres can seamlessly manage conversations across every channel.
Collaboration in a Multi-Generational Workforce
Workforces are more diverse than ever, with four generations—from Gen Z to Baby Boomers—often working side by side. This diversity has driven massive change in how we define the workplace, shifting toward greater flexibility, mobility and digital collaboration.
And telephony? It’s evolved right alongside these needs.
No longer confined to a desk phone, modern telephony supports flexible work environments—whether you’re commuting, working remotely, or meeting clients in the field. It enables consistent communication across locations, thanks to cloud-based systems that integrate with your laptop, mobile, or desktop hardware. Solutions like Mitel and Avaya offer conferencing, document sharing, and instant messaging—all from a single platform.
With mobile-friendly apps and cloud-powered tools, businesses can easily support hybrid and remote workers without sacrificing connectivity or productivity. Work is no longer a place—it’s an activity. And telephony is what makes that activity seamless.
Why Voice Still Matters in the Customer Experience
When customers need help, what do they do? Many still reach for the phone. Despite the rise of digital channels, voice remains a preferred option for urgent, human-centred support. When handled well, a phone conversation still provides the quickest path to resolution—and a lasting positive impression.
A phone call offers immediacy, emotion, and trust. It’s often the first interaction a customer has with your brand during a moment of need. That’s why it’s crucial for businesses to deliver a consistently excellent experience over the phone—just as they would via email, live chat, or social media.
The modern customer journey is omnichannel, and businesses must ensure that voice is seamlessly integrated into the broader digital experience. Whether a customer picks up the phone, sends a tweet, or chats with a bot, they should receive the same level of service and brand consistency.
Telephony: A Core Enabler of Digital Transformation
Telephony may not always be top-of-mind when discussing digital transformation, but make no mistake—it’s a fundamental part of it.
Not only is it still a go-to communication channel for many customers, but it also plays a key role in streamlining service, accelerating resolution times, and enabling new forms of digital engagement through integrated apps like WhatsApp and Teams.
Rather than asking, “Do we still need telephony?”, businesses should be asking, “How do we leverage telephony as part of a seamless, integrated communication strategy?”
Telephony is not just a tool—it’s a gateway. And when integrated with other digital channels, it becomes a critical component of your end-to-end customer experience platform.
