- Alianza argues operators are at another innovation crossroads, warning they could be left as utility connectivity providers if they don't act
- Some operators don't see a problem, while others are wondering whether voice has a future
- Others, though, see AI voice as a way to win and generate new revenue
Spectate or participate. Those are the options on the table for operators as the AI revolution rolls on, Alianza CEO Brian Beutler argued. And the choice could mean the difference between hitching up to a growth engine or being left behind as a dumb pipe – again.
Last week, Alianza unveiled Crux, a new orchestration platform designed to enable operators to tap into the AI voice market. Crux was pitched as not just a customer retention tool and churn reducer, but also a path to new revenue streams for operators.
But the battle around AI voice isn’t just about technology. It’s about compelling operators to action before the moment passes them by.
“If we can just get them to understand that they need to make a decision – one or the other – instead of just letting the status quo continue,” Beutler said. “If you’re going to spectate, then make the decision: we’re not changing, we’re just going to watch our network slowly become utility connectivity.”
While the Crux rollout certainly isn’t altruistic (since the more people use the apps in its Crux marketplace the more money Alianza will make), the stakes for its success aren’t necessarily existential for Alianza. Beutler told Fierce the company is delivering “the best financial performance of our entire 22-year history” with strong top line growth and bottom-line profitability giving it the muscle to “make significant investments in Crux.”
However, they could very well be for the operators it is hoping to serve.
“The end user customers will naturally migrate to operators that are ready for the cognitive communications era,” Beutler said. “If you’re with an operator that hasn’t enabled their network for intelligent interfaces, and you want to sign up for this [experience provider] that drives demonstrable value, then you’re going to port your number over from one operator to another that will facilitate that for you.”
He continued: “The operators that don’t participate, I think, will end up finding themselves on the outside looking in and their networks will decrease in value probably than they expect today.”
Making AI voice a priority
But getting service providers on the same page, both with Alianza and with each other, is going to be a challenge.
Jonathan Wagner, Alianza’s chief growth officer, noted the company is facing a “problem market fit” where some of the operators it is speaking with don’t even realize they’re up against some of the problems Alianza has identified.
And even those who do are juggling competing priorities.
One operator attendee told Fierce that the Crux pitch has compelling parts but added some carriers are questioning the future of voice altogether.
Disruptive Analysis Founder and Director Dean Bubley told Fierce the choice for operators isn’t as binary as become an innovator or be relegated to a utility. But those who see AI voice as a compelling avenue for innovation and revenue generation will need order it in a long list of other transformation priorities and AI projects.
“The question is whether the voice group can shout loud enough to get the time, budget and attention from senior management to say ‘well, actually, this one’s worth doing. It’s not project 37, come back in three years’ time, it’s project 3,” he said.
That said, it seems some operators are buying in to Alianza’s vision for the future of voice.
“This is moving faster than anything I’ve ever seen, and if we think we can develop these products ourselves, oh my gosh,” Allo Founder and former CEO Brad Moline said during a panel session. “I saw that smorgasbord or menu of companies that can all attach [to Crux] and that’s just told me Alianza’s given us a chance to win.”
“We’ve got to realize that AI companies don’t have access to our customers; we have access to our customers,” he continued. “What an opportunity. Let’s just not be dumb enough to not accept it.”
Read more about Alianza on Fierce Network
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