Communication is very important for any organisation. Whether you have a small or large business, you need to be in constant communication with your customers and colleagues. In such cases, using a traditional phone system can be quite expensive and harder to maintain as your business grows.
With the advent of VoIP technology, it's now much easier to make calls and connect with everyone in your organisation. As a modern tool, it doesn't just provide phone service - a VoIP system often offers other advanced features, such as integrated SMS messaging, voicemail, video calling, and caller ID.
In this article, we will discuss each of the VoIP software trends that are shaping the industry. The post will also guide you through the latest technology updates affecting VoIP services, as well as the market evolution of the VoIP industry.
Due to the COVID-19 pandemic, many organisations around the world are facing new challenges when working remotely. The rapid transition to work-from-home protocols has unexpectedly exposed unprecedented flaws in common processes and systems deployed in many workplaces, including the use of the Internet and traditional telephone lines.
As companies move to remote operations, they have to use basic call forwarding and require employees to use their own cell phones as a communication tool at work. This has resulted in VoIP systems becoming even more common and necessary than most organisations.
In many parts of the world, studies show that the use of VoIP services has increased dramatically. For example, India has seen a significant increase in mobile VoIP usage, peaking at 20% compared to pre-COVID rates. In Indonesia, the same results show that daily use of VoIP platforms on mobile devices has increased by 18%. Apps like Zoom and WhatsApp also saw daily usage increases of 500% and 40%, respectively.
Compared to traditional landline telephone systems, VoIP platforms offer many features to streamline communications within an organisation. To give you a better idea of how to use VoIP system in your business, here are some of current VoIP trends to watch in 2023.
1. VoIP Among Small Businesses
VoIP platforms offer many benefits to small businesses. Unlike traditional analog systems that require costly installation and physical space, VoIP software allows businesses to communicate with anyone on the Internet. This means that teams and customers can easily connect with each other through their own devices, such as mobile phones, laptops, or desktop computers.
For small businesses, this means having a reliable channel of communication that can grow and scale regardless of the physical constraints of the office. According to the latest report from crowdsourcing platform Startupans.com, small businesses benefit from a 90% reduction in initial costs when they deploy a VoIP system as their organisation's communication channel. (Startupans.com, 2020). Indeed, VoIP platforms allow companies to do without traditional landline lines, which often come with heavy and fixed equipment, which are more expensive and harder to maintain.
Furthermore, VoIP platforms often offer a wide range of features that streamline communication processes. For example, VoIP applications often offer video conferencing, conference calling, and advanced call management tools to make communication easier and more efficient for your team and customers.
2. Merging of VoIP with other Customer Data
According to a report by CRM platform SuperOffice, delivering the best customer experience is a top priority for businesses in the next 5 years (SuperOffice, 2021). So, if you want to improve your customer service and support, then data analytics is the way to go. This is one of the many disadvantages of using traditional phone systems: they lack the functionality to provide you with customer data and analytics.
Fortunately, most VoIP systems today come with advanced analytics tools to help you identify key trends in team, employee, and customer behaviour. By integrating VoIP data with customer data, you can easily make informed business decisions and prevent potential problems that could disrupt your operations.
3. AI in VoIP Systems
As with other business platforms, the use of AI in most applications will streamline workflows and increase efficiency in the workplace. In the VoIP software trend, AI is especially helpful in reducing latency in VoIP communication and delivering better audio and video call quality. Additionally, AI makes it easy for VoIP platforms to troubleshoot low-bandwidth and inaccurate network configurations in real-time.
Another benefit AI brings to VoIP systems is that it analyses patterns in emails and conversations, and generates valuable insights into consumer behaviour. Using machine learning techniques, AI also helps manage call traffic by routing customer calls and queries to the right agents on your team. This improves the productivity of your customer service team and refines the overall support experience for your customers.
Recent AI statistics from global solutions provider Servion reveal that 95% of all customer interactions, such as live chats and live calls, will be controlled by AI by 2025 (Service, 2021). By integrating AI into VoIP systems, routine and manual tasks in your processes can be easily automated, resulting in a more efficient workflow for your team.
4. Smart Call Routing using Language Recognition
Language recognition technology is a rapidly growing area of innovation for most communication systems. By combining the functions of artificial intelligence and machine learning, a VoIP system with language recognition can help you better communicate with customers from different parts of the world. It also allows you to provide a more personalised customer experience, no matter where your customers come from. According to the latest Salesforce report, 52% of consumers really want personalised customer service (Salesforce, 2020).
Today, you can find many VoIP platforms capable of identifying and routing calls in different languages. Due to the accuracy and efficiency they provide in customer service, more and more businesses are implementing VoIP platforms with language recognition features.
5. VoIP System’s Multilayer Security
In recent years, VoIP security vulnerabilities have made headlines in various industry reports. The latest occurred in 2020 when a hacking group compromised the VoIP networks of nearly 1,200 organisations from 20 different countries (sdnet, 2020). Industries including military, finance, insurance, manufacturing and government have been affected by the hacked systems, with more than half of the victims in the UK.
To avoid similar hacks, VoIP providers should leverage stronger multi-layer security as part of VoIP trends in 2022. Blockchain technology is currently being explored as a way to decentralise control. VoIP platforms, which means it will be more difficult for cybercriminals to compromise the system. and steal confidential customer data.
6. Popularity of 5G Networks
5G network is the latest buzzword in the VoIP industry today. Designed to deliver faster communication and response speeds, 5G networks are expected to transform web connectivity as we know it. With this technology, internet users can expect increased network capabilities, super-fast browsing speeds, and better mobile broadband connections.
As one of the current new VoIP trends, 5G networks are expected to increase the potential of VoIP systems. Because VoIP calls rely heavily on uploading and downloading enough data, today's 4G networks tend to have lower connection speeds, resulting in poor and unstable call quality. Due to their limited connectivity, packet loss is also common on 4G networks. This can then lead to interrupted calls or reduced audio and video call quality.
The advent of 5G technology will certainly change the pendulum significantly towards better and improved streaming quality. According to eMarketer's latest report on mobile network connectivity in the US, there will be more than 222.3 million 5G network subscribers by 2024 (eMarketer, 2021). Soon, 5G networks will allow VoIP users to make higher quality audio calls and even 4K and 8K video resolutions.
7. Calls as Part of Omnichannel Support
For many customers, calls are just one part of omnichannel customer support. In fact, on average, most consumers turn to nine channels to seek advice, browse inventory, and make purchases (Salesforce, 2020). Depending on the context, about 76% of customers use various communication tools to interact with a business, including email, live chat, phone calls, and even face-to-face interactions.
For VoIP providers, it also means stiffer competition to have all the communication tools a business needs in one system. To ensure better customer service and facilitate better collaboration among employees, VoIP systems are stepping up the device by making it easier for businesses to access multi-enabled features. channels. The remote working trend also requires an improved and more unified communication strategy. As a result, more and more businesses expect VoIP solutions to offer an expanded feature set. These include instant messaging, video conferencing, social media, and voicemail.
8. VoIP as a Component of Other Business Tech Stacks
Most companies leverage multiple applications and technology stacks to maximise efficiency in their organisation. In fact, 82% of millennials use multiple communication channels to initiate and complete a single transaction that businesses must continually respond to (Salesforce, 2020).
While ideal, it is often unavoidable to use a single platform to fulfil all of your business needs. In some cases, you even need to create a technology stack that can specifically accommodate all the tools you need, including communication, workflow automation, and sales platforms.
This is why VoIP services are increasingly being integrated with other business applications. In fact, you'll find that sales and customer service platforms are some of the most common integrations supported by VoIP platforms. Since VoIP services are directly linked to customer support, it is essential to think about how your chosen VoIP platform works with your other business applications.
9. Mobile VoIP Popularity
As various industries are becoming more mobile, more and more smartphone manufacturers are developing devices compatible with VoIP solutions. User-friendly and innovative communication apps such as WhatsApp, Skype, Line and Viber are also driving demand for VoIP services. According to Research and Markets latest VoIP market trends, the global mobile VoIP market is expected to reach US$183.7 billion by 2027 (Research and Markets, 2021).
A mobile VoIP solution typically extends the mobility capabilities of a VoIP system. Using your phone's 3G, 4G, GSM, WiFi hotspot, or other network connection, the VoIP mobile app allows you to send voice calls over the Internet as digital signals. They offer businesses a more cost-effective way to set up calls, texts, and virtual meetings with teams and clients. Additionally, mobile VoIP allows you to participate in high-bandwidth activities such as group chats and video chats.
10. Video Conferencing Applications Competition
Although VoIP services are seeing increasing market penetration year by year, they continue to face stiff competition from video conferencing applications. According to recent data published by Lifesize, 80% of users said they use video communication at work to facilitate face-to-face meetings (Lifesize, 2020). So apps like Zoom, Skype, and other similar tools are becoming increasingly popular in the workplace as a way to streamline internal communications.
While video conferencing allows for intensive, real-time collaboration between business teams, VoIP services often offer more advanced and cost-effective features. For example, most VoIP systems have a call recording feature that allows you to record precise notes and check details during meetings and internal calls. Call forwarding is also another unique feature of a VoIP solution. With this feature, you can easily forward call to another phone, conference bridge or external number. This is useful when you need to redirect calls to another agent in the group that is best suited to meet customer needs.
Unstoppable Developments in VoIP Services
Recent technological developments are impacting VoIP services in ways never before possible. By leveraging modern tools like AI and 5G networks, VoIP providers will soon be able to deliver radically higher call quality and stronger integration with other business suites. VoIP's flexibility and advanced features should also bring cost savings and efficiency gains across the business.
The VoIP software trends in this article show that VoIP solutions are becoming the newest standard in enterprise communications. Over the next few years, VoIP services will continue to evolve in terms of quality, mobility, and scalability. Future technology will push them to a central position in most organisations' communication strategies.
For business owners looking to upgrade their communication tools, a VoIP solution is the best choice for having a robust and cost-effective platform to meet their unique business needs. In New Zealand, Simplyfree is one of the leading business telecommunications specialists, focusing on VOIP phone solutions for all sizes and scopes of businesses.
Simplyfree's strengths come from years of experience in telecommunications, ITC and business. Through its consultative sales process, it can ensure that any solution will include a range of features and functionality to make your business communications professional, reliable, and affordable.