Even before the COVID-19 pandemic, remote work was gaining widespread popularity. Working as a freelancer is not an exceptional thing to do. Today, organizations and even big teams work remotely. Due to the shift to remote work, VoIP systems have become more and more popular. Forecasts say that by the end of 2024, the VoIP market can reach a staggering $194,5 billion market growth.
Let’s have a look at some VoIP trends to watch in 2022/2023.
- AI Technology for VoIP
- 5G for Mobile
- The growth of UCaaS
- Mobile Unified Communications
- VoIP and IoT
- VoIP assistants
- Video Chat Services
- The End of Analog Telephone Systems
- Security issues
- Integration of VoIP data with other customer data.
AI technology for VoIP
AI technology penetrates the VoIP sector anything from call center operations to conferencing abilities and chatbots. It went so far that AI-integrated VoIP systems can analyze a caller’s personality, queries, and mood. Similarly, bots are utilized to monitor customer interaction. However, AI-powered chatbots perform more complex functions. For example, they can set up meetings, create schedules and manage time more efficiently.
5G for Mobile
5G is already here. It opens new opportunities for those who want to upgrade to VoIP. Most importantly, internet speed and bandwidth will no longer be an issue. This means that business teams can communicate easily, including on audio calls.
This relates, for example, to web and video conferencing. Innovations like Web Real-Time-Communications (WebRTC) and 5G networks came to enrich the functionality of VoIP for businesses. They will allow open and stable streaming as well as sufficient transfer speeds resulting in higher-quality and even 4K and 8K resolution videos.
The growth of UCaaS
Over the last few years, cutting-edge Unified Communications as a Service (UCaaS) solutions have emerged. The global unified communication as a service market totaled USD 38.74 billion in 2020 and is expected to reach an annual growth rate (CAGR) of 23,6%.
What is the difference between VoIP and UCaaS? VoIP (voice-over-IP) is the voice-over-internet protocol which is also referred to as IP Telephony or Internet Phones.
UCaaS or unified communications-as-a-service is also known as Unified Cloud Communications.
While it is uncertain that UCaaS will totally replace VoIP, it will definitely affect the VoIP market. Actually VoIP allows only voice calling. Things like point-to-point calls and callers’ ID or virtual numbers are outside the scope of VoIP. With UCaas, on the other hand, you can instantly change the chat into an internet-powered call or conference.
The choice between VoIP and UCaaS depends on the organization or technology roadmap. If you are a small business, it’s better to choose VoIP. For larger organizations, UCaaS is the way to go.
Mobile Unified Communications
Mobile Unified Communication relates to mobile communication methods alongside more fixed, traditional tools. Since a lot of people go mobile, Mobile Unified Communication is expected to rise. And since VoIP is a crucial component of any UC environment, it’s essential for MUC too.
VoIP and IoT
The rise of the Internet of Things (IoT) will shift the way enterprises and consumers use VoIP. IoT will provide new opportunities for VoIP users. The synergy of the two will drive the development of smart homes, smart offices, and smarter telephony solutions.
Take the example of smart homes. The smart home is one of the first technologies where VoIP and IoT could make a change. The interconnection between the two allows home security, smart thermostat, lighting, etc. For instance, you can adjust the temperature from your phone from anywhere where there is an internet connection. Or a refrigerator takes an inventory of all its current items. It can send a list to a shopper’s VoIP phone informing them what is needed from the grocery shop. Seems a bit funny, isn’t it?
VoIP assistants
In recent years, virtual assistants have become part of many businesses. Communication will be much easier with VoIP assistants. For example, processes like routing calls to agents or sending calls to voicemail can be automated. Collection of information about your customers is another function that virtual assistants can do. It can record previous communication automatically and the agents can pick up calls where other agents left off.
Video Chat Services
What about FaceTime, Facebook Messenger, and other established mobile phone services? How can VoIP meet the competition with video chat services? In fact, VoIP is improving technology-wise. For example, new VoIP solutions have emerged that support multiple communication channels.
The End of Analog Telephone Systems
We are witnessing the rapid elimination of analog telephone systems. Therefore, there will be more focus on chat, SMS, video calls, phone calls, and social media. This means that more investment will be made in VoIP platforms to support more communication channels.
Security issues
One of the concerns for VoIP platforms is security. As with everything related to the internet, VoIP can be vulnerable to cyberattacks. By hacking the phone system, hackers can listen to talks, rack up phone bills and steal important and sensitive information. Another thing hackers do is blackmail you by demanding money in exchange for not revealing sensitive information. Therefore, security is on top of the list for VoIP platforms.
Integration of VoIP data with other customer data
Another trend is the integration of VoIP data with customer data. This allows to track and manage sales leads and manage customer relations more efficiently. For example, the integration of VoIP with CRM (Customer Relations Management) allows saving time spent entering data manually into different systems. Integration of VoIP with CRM is highly advisable as this will help you keep everything together in one place.
Conclusion
We have listed several trends to watch for 2022/2023 for VoIP platforms. While this is a detailed list, you may need to research more on each of these topics. Since VoIP is an internet platform it will keep its place in customer and business management systems for the years to come. However, the market is developing at a rapid speed. Technology advancements and innovations are happening each day. Therefore, it is imperative that you constantly keep up with upcoming VoIP trends and keep refining your business communication strategy accordingly.
