Currently, enterprises are looking to upgrade their VoIP, and the possibilities are endless. Let's look at some of the emerging trends in VoIP. Enterprises can adopt these to remain a challenger in the industry.
FREMONT, CA: The digitalization of communication shows no signs of slowing down. A recent study suggested that the VoIP industry is expected to grow to at least USD 55 billion by 2025. Specific trends within the VoIP market have been intensifying over the past few years, comprising the enhancement of mobility of VoIP software, consolidation of online communication technologies, and improving security concerns. Below given are some of the VoIP trends every enterprise should keep an eye on in 2020.
AI and VoIP
The capability to set up advanced call routing or use the auto attendants to handle incoming calls is one of the reasons why most of the businesses purchase a VoIP solution. These services help to speed up communications as a whole and also optimize call handling. AI can make these incredibly useful functions even better. AI also helps to create smarter digital voice assistants, ones that can conduct real-time sentiment analysis, which can inform agents whether a client is happy, angry, or confused before they're even on the call with them. Enhancing intelligent or skills-based call routing is yet another way how AI boosts VoIP capabilities.
5G and VoIP
There are a few significant impacts where the 5G promises to have for VoIP providers and their customers. Two of the most important topics of concern for VoIP are call latency and quality of service. 5G will improve both of these. When mentioning call latency, VoIP services relying on 4G networks can take ten milliseconds to connect to the system, while 5G can take less than one millisecond. 5G will produce a better quality of service (QoS) for VoIP in several areas, comprising much lower latency, increased throughput, and more bandwidth for sensor devices.
Mobility and VoIP
More and more VoIP providers now use mobile applications for both iOS and Android phones, along with desktop applications. This means that it will be easier for users to connect to their company's VoIP network. However, enterprises that issue mobile devices to their clients haven't had the tools needed to track conversations with clients on mobile. For instance, features like call recording, CRM integrations, and caller ID haven't been available. But many enterprises are planning to bring this into their ecosystem and make it possible for businesses to enhance more insight into how the employees are interacting with potential customers and clients via their mobile devices.