Making phone calls over the Internet with Voice over Internet Protocol has been a disruptor for over 20 years. VoIP continues to evolve as a better option with even more features.
Even at the outset, a VoIP system is less expensive with excellent call quality. Coupled with remote work capabilities, VoIP improves communications both within your organization and with customers.
Because technology is constantly evolving, VoIP continues to improve. Here are just some of the latest trends in VoIP that will affect users in the coming months and years.
5G networks or fifth-generation wide-area wireless networks is a technology poised to transform internet speeds dramatically. It is built to enable faster communication speeds and response rates while virtually eliminating call jitter and packet loss during data transfer. Therefore, these will allow internet users to have a better mobile broadband connection, lightning-fast browsing speeds, as well as increased network capacities. 5G gives more connectivity than ever before. Faster with more capacity and lower latency, 5G offers a more unified platform that exceeds the 4G network.
5G also boosts Internet connectivity. It improves both voice and video calls and communication speed, optimizing VoIP services. That translates into better and faster call quality for business and personal calling, including apps like FaceTime, Zoom, and Skype.
Web Real-Time-Communications (WebRTC) is an open-source system developed to compete with VoIP. As it turns out, they work well together. Combining VoIP with Web Real-Time-Communications (WebRTC) on the 5G standard will increase user experience. This combination improves both video calls and user support, along with browser calls and peer-to-peer file swapping.
Artificial Intelligence (AI) for Customer Service
Because of its predictive nature, AI can help detect call quality problems quickly. AI handles data faster than any other system available. Coupled with machine learning, AI in VoIP quickly detects call problems and makes corrections on its own without any input.
For companies that handle a large volume of incoming calls, such as a call center, AI can also assist with functions like call routing. Faster functioning eliminates multiple interactions and transfers through a switchboard for routine calls. Incorporating AI improves both user experience and makes the CSR’s job easier.
Some refined AI systems can recognize a caller’s mood and notify the appropriate CSR ahead of time.
An interactive voice response (IVR) system with AI allows a caller to tell the system what it needs. The system then routes the caller to the correct person or department. Before the CSR answers, the system pulls the caller’s relevant information to make it available when someone takes the call. Some refined AI systems can recognize a caller’s mood and notify the appropriate CSR ahead of time.
AI-powered chatbots also make customer service faster by offering automated assistance for email and social media messaging. Chatbots can answer frequently asked questions and give additional help with short answers and knowledge base articles without a CSR.
The Internet of Things (IoT)
It can also be called the “Interconnectedness of Everything.” The Internet of Things allows homes and businesses to automate many everyday manual functions.
Smart home devices are one of the best examples of IoT. Using verbal commands, users can turn lights on and off, adjust a thermostat, gather weather reports, retrieve information, play music, and more.
Similar possibilities exist in a business setting, such as a phone system integrated with a company’s CRM. Supply chain companies also benefit from VoIP and IoT to get those “smart” consumer goods to the customers who want them. RFID and blockchain technology increase visibility from the shipper’s warehouse to the customer’s front door.
Companies can also add “smart offices” Because VoIP means that employees can work from anywhere, adding IoT offers a range of functions. For instance, a VoIP smartphone on a team member’s laptop can quickly connect to a printer, desk phone, or other in-office resources from anywhere.
VoIP In Education
Remote learning quickly became the norm in 2020. The trend required schools from kindergarten through 12th grade and beyond to acquire virtual classroom support. Expanding services and shrinking budgets made that adaptation more difficult.
With VoIP, educational facilities of all sizes can advance communication while keeping those costs within their budget. VoIP offers improved communications and collaboration for teachers and administrators using the school’s existing Internet infrastructure. Parents have better access to teachers when needed. Schools enjoy cost savings and have access to the same features as businesses.
VoIP also lets schools deploy emergency messages to students, faculty, staff, and parents quickly. VoIP can send urgent texts immediately across a wide area to recipients. Because VoIP also supports enhanced 911 services, emergency personnel can find a caller’s location easily.
Single Application, Multiple Functions
Remote working and the increased need for connectivity drive the need for better and faster business communications.
Unified Communications as a Service, or UCaaS, is a complete cloud-based system where users can access resources from one dashboard. UCaaS combines:
- Meeting support, including video conferencing
- Business processes that are communications based
- Instant messaging
With UCaaS, users access resources from anywhere they have an Internet connection. Customers also have a seamless experience.
The Demise Of Analog
The widespread adoption of mobile devices and increased interest in VoIP means that analog phones–landlines—are disappearing. Some residences still have “Plain Old Telephone Service” landlines (usually in the over-65 set.) Increasingly, residential customers are choosing VoIP. The CDC estimates that less than 40% of Americans still have an analog phone line.
Flexibility is lacking in even the most sophisticated analog system. VoIP incorporates mobile, data, and office services into one place that isn’t possible with analog.
Analog is not scalable without a financial investment. Companies that already understand the value and convenience of VoIP have eliminated copper-wired PBX systems and landlines. Low-cost long-distance calling is just one of the reasons businesses prefer VoIP.
There are some instances where an analog phone line is a better option, such as emergency services. VoIP is the service of choice for many companies to improve their communications at a better cost.
There are multiple benefits for the company interested in upgrading its phone system into VoIP. A VoIP-hosted PBX system can keep your company running smoothly no matter where your employees work or travel. We offer a range of products and services to help your company stay competitive and continue to give your customers the service they deserve.
Contact Press 8 Telecom today to learn more about how we can help your employees work anywhere, anytime. We’ll give you a free quote on the system that’s just right for your company.