Right now, how many companies can develop
voice services? 1,000? Maybe 2,000, if you include every little VoIP
startup?
What do you think about millions? This will be the effect of the HTML5
revolution – every web developer out there will have the ability to embed voice
connections in their pages, mobile or otherwise.
This will, obviously, change the context of
how we use voice, as we continue on our journey from fixed to mobile to VoIP to
integrated communication on web sites.
It will, in effect, expose communication,
instead of restricting it. No longer
will we have communication by invitation – with 25 clicks to talk to someone
new on Skype. We will have communication
with one click – and Skype
on Facebook, which allows users to connect directly to online Facebook
friends through Skype, is only the first step in that.
In the context of The Voice on Telecom, we
see three primary groups affected by this change: consumers, developers and operators.
How will HTML5 impact each of them?
It is the most clear cut for consumers. On the plus side, they will get free voice,
innovative services and real-time engagement, which could mean a healthy
increase in direct human engagement and less texting or writing (which will
always have their uses, of course).
On the minus side, every service could have
a different look and feel, which is confusing; there will be no way for a user
to manage reachability; and developers could face a lack of consumer trust in
billing if they do manage to build a voice service people will pay for.
This trust issue is the key. Developers will love having the voice option,
but
they need to build trust with consumers in terms of both billing and
reachability.
Operators ostensibly have
the trust of their customers but will have a tough time acting alone in a
fast-moving developer world. And standardization of the HTML5 sphere in terms
of connection – what the telecom industry is historically good at – would take too much time for such a diffuse, fast-moving world.
But if operators can share their revenue
fairly with developers, if they can embrace web services, they will gain a new
channel, not just for ads but for all kinds of communication. Google did not attack the advertising
industry, even as it revolutionized it.
Instead, it worked with it.
So operators need to create new ecosytems
around voice. This will be a challenge,
but the opportunity is there, and if they don’t take it, someone else will.