Virtualization Technology News and Information
7 Latest VoIP Technology Trends of 2023 to Watch Out For

By John Allen - Director, SEO, 8x8

Voice over internet protocol (VoIP) technology is transforming contact centers and business phone systems. Increasingly businesses are able to get set up without expensive, proprietary traditional phone hardware and existing companies can upgrade their existing processes with features like AI transcripts, sentiment analysis, and on-screen guidance that help navigate difficult calls.

Any organization must have effective communication with customers. And in the digital age, traditional phone systems aren't good enough. Compared to virtualized cloud systems, they're expensive and difficult to maintain as your organization expands.

Thanks to VoIP providers, staying connected to customers and other parts of the company is much easier. As well as simply sending voice calls over the internet, VoIP unlocks unified communications features like integrated SMS messaging, voicemail, video calls, and rich caller IDs.

And like any sector with exposure to SaaS, VoIP is changing all the time. With that in mind, let's go over seven trends that will affect VoIP services in 2023.

1.    Small-medium businesses

VoIP service providers will bring powerful customer service to SMEs because it's practical, portable, and reasonably priced. Digital-first Communications Platform as a Service (CPaaS) providers enjoy economies of scale that traditional phone providers didn't, and it's easy to divide up pricing and packages to suit many customers.

VoIP will save SMEs money they don't have to spend on hardware. Features like virtual phone provision make first-class business telecoms available on any mobile device. And for a flat SaaS subscription, SMEs can trust that they'll see powerful new features rolled out at no additional expense. Meanwhile, big players who built their own tech stack will be sinking money into maintaining their operations every year.

2.    Customer data

VoIP calls will continue to enable better customer experiences, offering convenient new features. A VoIP phone system bridges the digital gap and goes beyond simple communication. By capturing and processing customer data, SaaS providers and the businesses they serve can create value-added services like sentiment analysis.

A contemporary cloud telephony solution goes beyond traditional telephone to help agents score their leads, and handle common difficulties, more effectively. Since the dataset's value compounds with size, we'll see more of this kind of enhancement in 2023.

3.    Artificial intelligence

Artificial intelligence is already a standard in customer support. Real-time sentiment analysis and situational suggestions can be provided by AI solutions to agents, helping them redirect a difficult call while the interaction is taking place. AI analytics on VoIP calls can aid sales representatives in analyzing customer behavior and completing deals quickly. In the long term, those insights will generate richer features for agents talking to customers every day.

Sales and support staff can use AIs to track KPIs that are typically considered to be untraceable, like quantified sentiment analysis based on vocal and facial cues. We can't predict all of the ways in which AI will benefit sales and customer support representatives in the coming years. Just look at the progress AI image generation has made in the past year. The AI-enabled VoIP we're seeing now is just the beginning.

4.    Unified Communications

For enterprises running on several channels, it is essential to combine and integrate communication channels into a single, simple system. Even better if everything can be run by one IT admin on one business phone account, which VoIP systems offer. Not only does this unlock omnichannel communication, it leads to productivity boosts as staff aren't regularly switching between different tools.

Universal communication (UC) and omnichannel marketing integrate all digital advertising, in-store information, and customer service channels into one system. VoIP enables this by integrating with software - SalesForce, Google Meet, etc. - and building up equivalent functions on its own software stack.

Few of the businesses that have been utilizing VoIP service providers have made the switch to UC, but as UC becomes more of a trend, those companies will be the best positioned to make the transition.

5.    Mobile devices

Smartphone manufacturers are now creating handsets that are compatible with VoIP solutions as mobility becomes more of a trend. VoIP service demand is also being fueled by popular communication apps like WhatsApp and Skype.

A mobile or non-fixed VoIP solution is one of the most popular features of IP telephony for businesses. The most common non fixed VoIP phone definition means one employee can run their business phone from any device: desktop, tablet, or mobile. They can send VoIP calls over the phone's 5G, WiFi, or other network protocols.

They give businesses a more affordable method to call, text, and schedule online meetings with their employees (and customers) whether they're working in-person, hybrid, or remote. Additionally, VoIP calls can support high-bandwidth activities, like video conferencing, even on mobile.

6.    Integration with other services

VoIP services are increasingly being linked with other corporate apps as more businesses see the value of interoperability. As interoperability becomes more of an issue, due to factors like regulatory pressure, web3, and growing API companies like Stripe and Shopify, we'll see more attention on this in 2023.

There's a huge advantage to having all your technology and data integrated as one well-oiled machine. Some of the most popular integrations provided by VoIP platforms are those between sales, marketing, and customer care platforms. It's critical to consider how your selected VoIP platform integrates with your other business apps, because VoIP services are closely related to the quality of your customer support.

7.    Internet of Things

The Internet of Things (IoT) links various objects around us to the internet including computers, smartphones, tablets, televisions, lighting, and door locks.

These interconnected gadgets have the ability to respond to events, sending and receiving data over WiFi or 5G, to simplify the operational procedures of many companies. Warehouses using their own competitors to NetSuite ERP can use sensors to streamline their operations, whether that's pointing out issues in the warehouse or suggesting a more efficient layout.

Apple recently announced an update that will allow iPhones to "hand off" FaceTime calls to Mac. As VoIP providers operate across desktop, tablet, and mobile devices, we may see them take advantage of this to provide more joined-up experiences across devices. It's convenient for someone to take a business call on mobile while working from home, but why not the Amazon Echo Dot sitting next to them?

How VoIP trends will change businesses

These are trends that forward-thinking companies have already seen in the past year or two, but so much of the industry is yet to catch up. In 2023, we'll see VoIP service providers expand the reach of these technologies to more and more companies, whether they're big brands upgrading legacy systems or new companies who'll never know the pains of traditional phone hardware.



John Allen - Director, SEO, 8x8

John Allen is a driven marketing professional with over 14 years of experience, an extensive background in building and optimizing digital marketing programs across SEM, SEO, paid media, mobile, social, and email, with an eye to new customer acquisition and increasing revenue.

Published Monday, October 31, 2022 7:32 AM by David Marshall
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