How Voys is redefining business communications in 2025: from telecom provider to relationship builder

2025 will be the year your organization takes customer contact to the next level. Whether you want to work more effectively, build better customer relationships or grow internationally – Voys is ready to help you do just that. We’re doing this by making great strides in three key areas: significant improvements to our Freedom product, delivering Ascend to large and growing businesses, and through targeted international expansion.

With these developments, we are making it easier than ever to make customer contact more personal and effective. Here’s how we’re doing it.

1. Continued development of our Freedom product

The main developments in 2025 can be found in our communication platform Freedom. This develops across three axes.

Multi-channel communication

WhatsApp is accessible, fast and personal: which is why as many as 74% of Dutch employees use WhatsApp for work-related communication. The only issue is, to really work nicely with WhatsApp, we believe some functionalities are missing, such as support for multiple users. That is why we are adding WhatsApp to our product in the first half of 2025. For this, we will release a new desktop client.

It is already possible to use WhatsApp Business on your business Voys number. This way you keep private and business communications separate. In 2025, we will make sure that telephony and WhatsApp come together in one product and that you can use it with an unlimited number of colleagues. We will also add features that make WhatsApp for business communication even easier. Through this we will transform WhatsApp into a more powerful and professional communication channel.

Add context and automatically built contact book

Context in a (business) relationship is essential for efficient communication. Knowing who is calling, why they are calling and the background of the contact allows companies to respond more quickly and personally. This not only makes contact more efficient, but also strengthens the customer relationship. In 2024, we therefore improved our name recognition. You are now able to see which company is calling you even better.

In 2025, we will continue to develop: we will start automating building a contact book for your company, including company names and relationships. AI plays a crucial role in this.

More AI features

Our first AI feature was voicemail transcription, which rolled out in 2024. This is already being used enthusiastically by over 23,000 customers daily. To this we will soon add sentiment analysis. With the analysis, we estimate for you what the tone of the message is: positive, neutral or negative. We are now testing this technique on voicemails and it works very well.

Because we received feedback that our name recognition could be even better, we developed an advanced tool that recognizes names and companies more accurately. We will integrate this tool into the voicemail transcription service after the sentiment analysis, making it even better. Now that we can recognize names in voicemails, we can also use this data. We then use it, for example, to automatically populate your company’s contact book.

These product developments allow us to show more context when you get a call. Think of notifications when you get a call, such as: “Martin from ABC Construction is calling, and they talked to Marianne yesterday, but she’s on a call right now.”

Callback will also be easier because contacts are often already in the contact book. In the future, we plan to apply transcription, sentiment analysis and name recognition to call recordings and live conversations as well. This will make customer relationships more insightful, communication effective and help identify areas for improvement in communication.

Ethical use of AI

Our AI features will likely become paid add-ons, because AI is not a cheap technology. We consciously choose to run our AI features on proprietary hardware because privacy is an absolute priority for us. Although this choice involves higher costs, we see it as a necessary investment to comply with legislation such as the GDPR and the new European AI regulations. This decision ensures that our customers are using secure, reliable and fully compliant solutions.

Many market participants shift the responsibility for compliance to their customers, but we think this is irresponsible. We want to ensure that our customers are allowed and able to use the tools we offer within the legal framework. This means that we take care both technically and legally, so that colleagues and customers can rely on safe and reliable solutions. This allows them to focus fully on their own work, without worrying about compliance or privacy.

One solution for calling, chatting and CRM integration

While many of our customers are happy with our new contact book to build better customer relationships, we also have customers who are successfully using CRM solutions. We now link with more than 200 systems, giving our customers quick and effective access to relevant contact information.

In 2025, we will go one step further. In addition to WhatsApp, we want to integrate a CRM add-on into our new desktop client. This will make setup and management easier and bring all functionalities together in a user-friendly environment.

For customers who use a desktop device, we are exploring support for both the company contact book and CRM integration. This allows you to instantly see who is calling and why that is valuable. This integration increases productivity and usability and creates a more efficient workflow.

2. Ascend: the perfect solution for larger organizations

In 2024, we expanded our product portfolio to include Ascend and it has been tremendously well received by our larger customers. Ascend combines the same simplicity in managing your communications solution as our Freedom product, but offers features that specifically fit the challenges of midsize and large organizations. Think contact center features that help you provide high-level customer service.

Another reason many Voys customers choose Ascend is its seamless integration with MS Teams. Ascend integrates into the Teams application, so as a user you only need one app. As an organization, this gives you the strong communication capabilities of Ascend – something lacking in Teams – with the convenience of one user-friendly application for all your communications.

Within Ascend, you will see similar innovations to our Freedom product in 2025. AI enhancements are coming both on the Unified Communication side and on the contact center side.

Deeper integrations with CRM and ERP systems are also on the agenda, along with further extensions of the strong Teams integration. In addition, we are doing more with real-time data analytics, providing valuable insights for better customer relationships.

3. Active in eight countries: targeted international growth

By early 2025, Voys will officially operate in eight countries. This growth allows us to increase our social impact. In the process, growth also gives us more resources for innovation. This is how we fund our continued product development.

In addition to our own operations in eight countries, we also provide telephone numbers in more than 50 countries. Since more and more clients are operating in multiple countries, this allows us to support them even better.

The move to relationship provider

In recent years, Voys made the transformation from telecom provider to communications provider. By adding Ascend to our portfolio and developing Freedom into a platform for voice and chat communication, we are taking the next step: becoming a relationship provider.

By providing greater insight into your relationship network and accumulated contact history, companies can communicate with their customers in a fundamentally different way and build deeper relationships. At a time when customer loyalty is crucial, our solutions make a difference. They increase customer satisfaction, strengthen retention and improve business results.

But above all, we enable companies to authentically be the best version of themselves – professional, reliable and forward-looking. Thus, together we build lasting customer relationships that are essential for success in an increasingly competitive market.