Voice is one of the most used and most misread customer engagement channels in Indian business today. Businesses know it matters, but many aren't sure they’re using it right. The decisions being made about voice are often based more on intuition than on evidence. We surveyed 1,000+ consumers and 500+ businesses across 17 cities to build The State of Business Calling 2026. The findings challenge widely held assumptions about where voice fits in the modern customer engagement stack. It gives...