This report looks at the changing face of the voice trading channel and how it is reacting to major shifts in business model, strategy, and technology.

Technology, with the hand of regulation, has been at the heart of the digitalization of the market with a particular emphasis on leveraging data, analytics, and process automation. The voice channel will be managed for effectiveness by leveraging new technology such as advanced voice technologies, machine learning, AI, and other tools to merge human and machine abilities.

“We see the voice trader remaining, but merging more seamlessly with augmenting technology,” says Brad Bailey, a research director with Celent’s Securities and Investments practice and author of the report. “Voice is the major channel for risk transfer in many asset classes globally, yet it lacks the digitalization and automation that are pervasive in electronic trading channels. Furthermore, the bulk of voice interactions are not leveraged to their full potential. Advances in voice technology will change that in the coming years.”