{"id":60735,"date":"2026-02-20T08:00:32","date_gmt":"2026-02-20T16:00:32","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=60735"},"modified":"2026-02-20T11:28:41","modified_gmt":"2026-02-20T19:28:41","slug":"voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow","status":"publish","type":"post","link":"\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/","title":{"rendered":"Voice is the new interface: Transforming telco operations from friction to flow"},"content":{"rendered":"<p>For decades, the customer experience has been synonymous with a specific kind of friction. We all know the drill: navigating endless IVR menus, waiting on hold for simple billing questions, or performing the logistical gymnastics required for a routine SIM swap.<\/p>\n<p>Behind the scenes, the reason for this friction is no secret. Telecom operators sit on a mountain of legacy OSS (Operations support systems) and BSS (Business support systems). These systems are powerful, but they are often siloed, complex, and never designed for the speed of modern, AI-first SMBs and consumers.<\/p>\n<p>At RingCentral, we believe the solution isn&#8217;t just about adding another digital channel. It\u2019s about upleveling the interface with AI Agents. AI agents can transform telco OSS\/BSS by automating complex workflows, enabling autonomous decision-making, and integrating disparate systems for faster operations and better customer experiences.<\/p>\n<p>This upleveling leverages RingCentral\u2019s agentic architectures that could enable GSPs to collaborate across domains like network assurance, billing, and customer care.<\/p>\n<p>We are witnessing a paradigm shift where voice is becoming the primary interface for network operations. By bridging the gap between complex backend infrastructure and the customer journey, we are enabling telcos to move away from transactional support and toward intent-based engagement.<\/p>\n<h2 class=\"heading h2\"><a id=\"Beyond\"><\/a>Beyond chatbots: The rise of Agentic AI<\/h2>\n<p>The industry is saturated with basic chatbots, but the future belongs to sophisticated, agentic AI entities. These are capable of reasoning, acting, and executing complex workflows through simple conversation.<\/p>\n<p>Through RingCentral\u2019s new Voice AI platform, we provide a robust set of APIs and high-level abstractions that allow telecom providers to build custom AI agents that act as an intelligent layer on top of their legacy OSS\/BSS stacks.<\/p>\n<p>The true power lies in our real-time and adaptive intent-based framework. Instead of forcing a customer to understand a telco\u2019s internal hierarchy (e.g., &#8220;Press 1 for billing&#8221;), our platform empowers agents to understand the customer&#8217;s intent behind the words.<\/p>\n<p>Consider the difference this makes in high-friction use cases:<\/p>\n<ul>\n<li><strong>Ticketing and provisioning:<\/strong> A business customer simply says, &#8220;My internet is slow for my high-stakes meeting coming up in 30 mins.&#8221; The AI agent triggers a line test via OSS APIs, creates a network actionable ticket, and provides a real-time status update\u2014that the business customer&#8217;s BW was boosted for his high-stakes call, all without human intervention.<\/li>\n<li><strong>Complex logistics:<\/strong> Another example is that of transferring internet access adding telco AI offerings. Adding AI services becomes a single conversation where AI Agents coordinate OSS\/BSS provisioning services such as billing updates, ticketing notifications, scheduling actions, and much more<\/li>\n<li><strong>Enterprise fulfillment:<\/strong> When an enterprise orders 50 5G lines, an agent can ingest the natural-language request, cross-reference credit checks in the BSS, query OSS inventory, and provision eSIM profiles autonomously.<\/li>\n<\/ul>\n<h2 class=\"heading h2\"><a id=\"Reducing\"><\/a>Reducing the OSS\/BSS burden<\/h2>\n<p>For telcos, the benefits are immediate and measurable. Every interaction handled by these custom agents is a deflection from the high-cost human contact center. But more importantly, it represents a massive reduction in operational complexity.<\/p>\n<p>Because RingCentral provides the abstraction layer, telcos don\u2019t need to be experts in 20-year-old legacy databases. They can be built against modern, no-code, open APIs that handle the heavy lifting of voice processing, natural language understanding, and state management. This allows for the integration of modern automated workflows, such as validating orders and triggering provisioning, without overhauling your core systems.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-60823\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2026\/02\/BSS.png\" alt=\"BSS\" width=\"1280\" height=\"720\" \/><\/p>\n<h2 class=\"heading h2\"><a id=\"future\"><\/a>The future is \u201cbetter together\u201d<\/h2>\n<p>At RingCentral, our philosophy has always been &#8220;Better Together.&#8221; We provide world-class AI and communications innovation, while our telco partners provide the massive networks and deep customer relationships that keep the world connected.<\/p>\n<p>With our latest advancements in agentic AI and OSS\/BSS integration, we are handing the keys of innovation back to telco service providers. We are giving you the tools to turn your OSS\/BSS from a bottleneck into a competitive advantage.<\/p>\n<p>The future of telco support isn&#8217;t a better menu, it\u2019s a better AI conversation.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>For decades, the customer experience has been synonymous with a specific kind of friction. We all know the drill: navigating endless IVR menus, waiting on hold for simple billing questions, or performing the logistical gymnastics required for a routine SIM swap. Behind the scenes, the reason for this friction is no secret. Telecom operators sit &#8230;<\/p>\n","protected":false},"author":1266,"featured_media":60828,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[43331,43330],"tags":[],"class_list":["post-60735","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-innovation","category-trending"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Voice is the new interface: Transforming telco operations from friction to flow | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"For decades, the customer experience has been synonymous with a specific kind of friction. We all know the drill: navigating endless IVR menus, waiting on\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Voice is the new interface: Transforming telco operations from friction to flow\" \/>\n<meta property=\"og:description\" content=\"For decades, the customer experience has been synonymous with a specific kind of friction. We all know the drill: navigating endless IVR menus, waiting on\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2026-02-20T16:00:32+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-20T19:28:41+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2026\/02\/Customer-answering-a-phone-call-1024x576.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1024\" \/>\n\t<meta property=\"og:image:height\" content=\"576\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Tom Tofigh\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Tom Tofigh\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/\"},\"author\":{\"name\":\"Tom Tofigh\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/82064c931f1b6bae4796577213b1baa8\"},\"headline\":\"Voice is the new interface: Transforming telco operations from friction to flow\",\"datePublished\":\"2026-02-20T16:00:32+00:00\",\"dateModified\":\"2026-02-20T19:28:41+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/\"},\"wordCount\":663,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2026\/02\/Customer-answering-a-phone-call-scaled.png\",\"articleSection\":[\"AI &amp; Innovation\",\"Trending topics\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/\",\"name\":\"Voice is the new interface: Transforming telco operations from friction to flow | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2026\/02\/Customer-answering-a-phone-call-scaled.png\",\"datePublished\":\"2026-02-20T16:00:32+00:00\",\"dateModified\":\"2026-02-20T19:28:41+00:00\",\"description\":\"For decades, the customer experience has been synonymous with a specific kind of friction. We all know the drill: navigating endless IVR menus, waiting on\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2026\/02\/Customer-answering-a-phone-call-scaled.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2026\/02\/Customer-answering-a-phone-call-scaled.png\",\"width\":2048,\"height\":1152,\"caption\":\"Customer answering a phone call\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Voice is the new interface: Transforming telco operations from friction to flow\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"name\":\"RingCentral Blog\",\"description\":\"Intelligent Communications\",\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\",\"name\":\"RingCentral\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"width\":2048,\"height\":309,\"caption\":\"RingCentral\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ringcentral\",\"https:\/\/x.com\/ringcentral\",\"https:\/\/www.linkedin.com\/company\/ringcentral\/\",\"https:\/\/www.instagram.com\/ringcentral\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/82064c931f1b6bae4796577213b1baa8\",\"name\":\"Tom Tofigh\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/ebd2a03f314b32e6a4cc6455c894cc99095b145d2b74a6508aeb5d615b15ed14?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/ebd2a03f314b32e6a4cc6455c894cc99095b145d2b74a6508aeb5d615b15ed14?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/ebd2a03f314b32e6a4cc6455c894cc99095b145d2b74a6508aeb5d615b15ed14?s=96&d=mm&r=g\",\"caption\":\"Tom Tofigh\"},\"description\":\"Tom is a Telco Product AI Strategist at RingCentral with extensive experience architecting and building groundbreaking technology products, pushing the boundaries of innovation and driving multidisciplinary AI solutions for Telcos. Over 100 Patents awarded, fueled by innovation, vision focused and motivated by excellence in changing the wireless industry, Tom has a long track record driving teams that have innovated, designed and executed across different telecom services and operations domains. Tom brings a unique blend of AI\/ML technical expertise, product management, business acumen and technology partnership with 30+ years of Product Management, Software Development, Machine Learning and Network Architect experience focusing on Business Agentic AI solutions for 5G\/6G networks. He has taught at GWU as Adjunct professor and has led industry wide POCs at ONF Stanford Open networking lab.\",\"url\":\"\/us\/en\/blog\/author\/tom-tofigh\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Voice is the new interface: Transforming telco operations from friction to flow | RingCentral Blog","description":"For decades, the customer experience has been synonymous with a specific kind of friction. We all know the drill: navigating endless IVR menus, waiting on","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/","og_locale":"en_US","og_type":"article","og_title":"Voice is the new interface: Transforming telco operations from friction to flow","og_description":"For decades, the customer experience has been synonymous with a specific kind of friction. We all know the drill: navigating endless IVR menus, waiting on","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2026-02-20T16:00:32+00:00","article_modified_time":"2026-02-20T19:28:41+00:00","og_image":[{"width":1024,"height":576,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2026\/02\/Customer-answering-a-phone-call-1024x576.png","type":"image\/png"}],"author":"Tom Tofigh","twitter_card":"summary_large_image","twitter_creator":"@ringcentral","twitter_site":"@ringcentral","twitter_misc":{"Written by":"Tom Tofigh","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/#article","isPartOf":{"@id":"\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/"},"author":{"name":"Tom Tofigh","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/82064c931f1b6bae4796577213b1baa8"},"headline":"Voice is the new interface: Transforming telco operations from friction to flow","datePublished":"2026-02-20T16:00:32+00:00","dateModified":"2026-02-20T19:28:41+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/"},"wordCount":663,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2026\/02\/Customer-answering-a-phone-call-scaled.png","articleSection":["AI &amp; Innovation","Trending topics"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/","name":"Voice is the new interface: Transforming telco operations from friction to flow | RingCentral Blog","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2026\/02\/Customer-answering-a-phone-call-scaled.png","datePublished":"2026-02-20T16:00:32+00:00","dateModified":"2026-02-20T19:28:41+00:00","description":"For decades, the customer experience has been synonymous with a specific kind of friction. We all know the drill: navigating endless IVR menus, waiting on","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2026\/02\/Customer-answering-a-phone-call-scaled.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2026\/02\/Customer-answering-a-phone-call-scaled.png","width":2048,"height":1152,"caption":"Customer answering a phone call"},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"Voice is the new interface: Transforming telco operations from friction to flow"}]},{"@type":"WebSite","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","name":"RingCentral Blog","description":"Intelligent Communications","publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization","name":"RingCentral","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","width":2048,"height":309,"caption":"RingCentral"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ringcentral","https:\/\/x.com\/ringcentral","https:\/\/www.linkedin.com\/company\/ringcentral\/","https:\/\/www.instagram.com\/ringcentral"]},{"@type":"Person","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/82064c931f1b6bae4796577213b1baa8","name":"Tom Tofigh","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/ebd2a03f314b32e6a4cc6455c894cc99095b145d2b74a6508aeb5d615b15ed14?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/ebd2a03f314b32e6a4cc6455c894cc99095b145d2b74a6508aeb5d615b15ed14?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/ebd2a03f314b32e6a4cc6455c894cc99095b145d2b74a6508aeb5d615b15ed14?s=96&d=mm&r=g","caption":"Tom Tofigh"},"description":"Tom is a Telco Product AI Strategist at RingCentral with extensive experience architecting and building groundbreaking technology products, pushing the boundaries of innovation and driving multidisciplinary AI solutions for Telcos. Over 100 Patents awarded, fueled by innovation, vision focused and motivated by excellence in changing the wireless industry, Tom has a long track record driving teams that have innovated, designed and executed across different telecom services and operations domains. Tom brings a unique blend of AI\/ML technical expertise, product management, business acumen and technology partnership with 30+ years of Product Management, Software Development, Machine Learning and Network Architect experience focusing on Business Agentic AI solutions for 5G\/6G networks. He has taught at GWU as Adjunct professor and has led industry wide POCs at ONF Stanford Open networking lab.","url":"\/us\/en\/blog\/author\/tom-tofigh\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2026\/02\/Customer-answering-a-phone-call-scaled.png","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/tom-tofigh\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/ebd2a03f314b32e6a4cc6455c894cc99095b145d2b74a6508aeb5d615b15ed14?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">Tom Tofigh<\/span><\/a>","rc_author_full_name":"Tom Tofigh","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2026\/02\/Tom-pic-9-1.jpeg","rc_author_link":"\/us\/en\/blog\/author\/tom-tofigh\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/ai-innovation\/amp\">AI &amp; Innovation<\/a><a href=\"\/us\/en\/blog\/category\/trending\/amp\">, Trending topics<\/a>","amp_link":"\/us\/en\/blog\/voice-is-the-new-interface-transforming-telco-operations-from-friction-to-flow\/amp","excerpt_title":"Voice is the new interface: Transforming telco operations...","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/60735","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/1266"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=60735"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/60735\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/60828"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=60735"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=60735"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=60735"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}