At Everything Voice, we have seen how internet-based communication services (VoIP, video and collaboration) have grown over the last two decades. VoIP (Voice over Internet Protocol) usage, revenue, and market share are all increasing at exponential rates, and will continue to do so. Due to the 2020 COVID pandemic, many businesses that previously relied on traditional telephony have already turned to VoIP solutions.
So, what will 2021 hold for internet telephony? We believe that various trends will converge over the next 12 months to make VoIP an even more compelling proposition. Here are five to look out for.
The wider adoption of 5G
If your business requires an internet connection, it’s becoming more and more necessary to understand the context of 5G technology and how it might benefit your operation. 5G is, as the name suggests, the fifth generation of wireless network technology and it will radically change mobile internet connectivity. 5G offers superfast speeds and shorter response times, while eliminating packet loss and jitter during data transfers. With the implementation of 5G, VoIP users will see improved call quality, faster connections when calls are being made or received, as well as increased capacity.
Artificial Intelligence integration
Artificial Intelligence (AI) is everywhere, from your Facebook account to most customer service experiences. Organisations throughout the country are making huge investments in the development of automated customer service agents, threat prevention systems and sales processes automation, all powered by AI.
So it’s no surprise that AI is also coming to VoIP services too. AI provides the ability for operations to analyse the interactions between agents and customers to predict future behaviour. It also provides a better understanding of the issues users inquire about most, as well as the resolutions and customer experience with metrics such as call time, service ratings and more. Once all this data is distilled down into a usable format, agents can use it to predict what customers need most to solve their issues in a shorter amount of time.
Increased demand for Unified Communications as a Service
Cloud communication channels that are consolidated into a single service are known as Unified Communications as a Service (UCaaS). These services typically leverage VoIP as underlying technology but offer much more than just voice calls. Additional features can be bundled into a single service platform and may include web and video conferencing, faxing, instant messaging and team collaboration features.
The biggest advantage of using UCaaS is that it saves time and money, both when setting up communications networks and in its ongoing operation. Companies no longer have to purchase and install separate video and audio equipment, instant messaging software and voice solutions. Call costs, maintenance fees and upgrades are also smaller and less frequent thanks to the ability to use existing hardware like computers to act as phones, and no expensive PBXs to keep up to date. And don’t forget, UCaaS is cloud based, so users can access it from anywhere they have an internet connection.
The rise of unified mobile communications
Although UCaaS is a good solution, it suffers from one major flaw: an overly convoluted service that doesn’t always work for mobile phones.
Developers are currently working on similar solutions that are designed to work just as seamlessly on mobile devices. Companies are looking to add solutions that cater to mobile users, including VoIP systems. The combination of 5G, the increased power of mobile devices and their mobility makes them a viable option for businesses that need VoIP services on the go.
The death of traditional telephone services and systems
Traditional landlines and other telephone systems have been on the decline for decades. That was initially due to the rise of mobile phones, but has accelerated due to the increasing use of VoIP. It’s estimated that close to 50% of landlines in the UK are gone, and those remaining are rarely used.
This trend will continue in 2021. We now have so many different ways of communicating that keeping a landline live seems to defeat the purpose. The demand for new ways to communicate with businesses is also paving the way for more sophisticated VoIP solutions.
So, 2021 looks likely to be another year of progress for VoIP phone systems. More and more businesses will look to internet telephony to make them increasingly efficient and responsive. Simply book a call, fill in an enquiry form, or chat with us now online, to discuss how we can save you money on your telephone costs, implement robust, flexible communication systems and optimise your business processes.