Telefónica Enables Smart Business Communications Across Traditional, Cloud and Mobile Voice Services

Telefónica Enables Smart Business Communications Across Traditional, Cloud and Mobile Voice Services

(IN BRIEF) Telefónica has integrated artificial intelligence into its business voice communications services, from mobile lines to advanced switchboard solutions. The new offering brings generative AI features such as call transcription, call summarisation and virtual assistants directly into standard fixed-line and mobile telephony, without requiring customers to switch platforms. The service targets large companies, public administrations and medium-sized businesses, and is designed to reduce call response times by an average of 60 percent while increasing the number of interactions handled. Key use cases include healthcare appointment booking, citizen services for local councils, retail support and industrial customer service, with multilingual capabilities in more than 100 languages and 24/7 availability.

(PRESS RELEASE) MADRID, 10-Aug-2026 — /EuropaWire/ — Telefónica has integrated artificial intelligence across its business voice communications portfolio, bringing advanced generative AI capabilities to services ranging from basic mobile lines to the company’s most advanced switchboard solutions.

The new offering is designed to help companies transform conventional voice conversations into smart communications, without requiring customers to move to a different platform.

Telefónica said its key differentiating factor is the ability to deliver intelligent voice services directly over standard telephone networks.

The solution is aimed at large corporations, public sector organisations and medium-sized businesses, including customers using traditional, cloud-based and mobile voice services.

The operator said the new capabilities can reduce call response times by an average of 60 percent, helping businesses answer a higher proportion of calls and improve operational efficiency.

The offering includes call transcription and summarisation, as well as virtual assistant capabilities, across fixed-line and mobile voice solutions.

By applying AI to business calls, Telefónica aims to help organisations avoid losing valuable information and missed opportunities from voice interactions.

The new services are intended to turn calls into structured, actionable information that can support business processes and decision-making.

Javier Pascual, Director of Product, Pre-sales and Provisioning at Telefónica España, said Telefónica is the only operator offering intelligent call transcription and summarisation for both fixed-line and mobile voice services.

He said this makes the company a strong gateway for businesses seeking access to digital technologies.

Pascual added that the solution integrates generative AI into standard telephony, enabling customers to summarise and transcribe calls while also using fully virtual agents based on natural language.

He said these capabilities can help companies improve productivity and agility.

Telefónica’s new approach is designed to work across several customer segments and communications environments.

It is available for large enterprises, public administrations, corporate mobile users and medium-sized companies using traditional or cloud-based voice services.

These include Centrex IP, Telefónica’s fixed-mobile converged voice solution, and Centrex 365, which is based on the Microsoft platform and integrated with its collaboration tool.

The capabilities are also being incorporated into mobile voice solutions.

Among the main new features are intelligent call transcription and summarisation.

These tools help prevent the loss of useful business data by transforming every voice conversation into information that can be reviewed, structured and acted upon.

Telefónica has also introduced Centrex AI, a virtual agent technology based on advanced language models.

The system enables companies to use state-of-the-art generative AI across several channels, not only voice.

It can also be integrated with customers’ own business applications.

The virtual assistants are designed to understand natural language more effectively, interpret the context of conversations and automate recurring interactions.

This allows organisations to provide faster, more consistent responses to customers.

The technology also offers multilingual capability, with support for more than 100 languages, and is available 24 hours a day, seven days a week.

According to Telefónica, the use of these AI-based capabilities can allow agents to manage tasks with 60 percent greater efficiency.

By reducing time spent on repetitive work, the service can also increase the number of interactions handled by more than 10 percent.

Telefónica has already worked on use cases across sectors including healthcare, public administration, retail and industry.

Applications include appointment management, citizen services and bookings.

In healthcare, for example, a WhatsApp-based agent can support appointment booking with immediate confirmation and multilingual assistance.

For local councils, voice agents can help answer common enquiries in different languages and route calls to the appropriate department.

In automotive retail, the technology can support workshop appointments and vehicle sales enquiries.

Through the integration of AI into its business voice services, Telefónica is moving toward a new model of smart voice communications that combines standard telephony, generative AI, automation and business process integration.

The company said the offering will help organisations improve customer service, increase efficiency and make better use of information generated through everyday voice interactions.

Media Contact:

Dirección de Comunicación Corporativa
email: prensatelefonica@telefonica.com
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SOURCE: Telefónica, S.A.