Top Trends that Will Define the Future of VoIP

For companies of all sizes, effective communication remains a cornerstone of running a productive business. The advent of Voice over IP (VoIP) telecommunication systems has ushered in a new era where digital communications are a viable alternative to traditional telephones. As data network capacity increased, having multiple communication cables running through the office was no longer required.

Many companies have already capitalized on the benefits that VoIP systems bring to operations. These systems use the same networks as other devices like desktops, laptops, and mobile devices. The digital revolution is far from over, and the latest developments in VoIP technology show a steady increase in the features and capabilities these systems have to offer. Here are some of the latest trends that will improve office VoIP communication services in the near future.

Getting Ready for the 5G VoIP Revolution

The fifth generation (or 5G) of wide-area wireless technology has been anticipated for some time. Although there are currently three different flavors of 5G in development by cellular carriers, 5G VoIP will use faster communication speeds and data response times using this technology. It will also reduce packet loss and call jitter during connections. In 2019, 25 operators launched a 5G enabled service, and analysts expect this number to double in 2020.

5G offers many benefits compared to today’s networks. Research suggests that transfer speeds will increase by 75%, connectivity with wearable devices will improve by 50%, and users can expect a 47% reduction in dropped calls. As VoIP also provides video conferencing capabilities, this will greatly improve how a company conducts online meetings and improve its communication capabilities.

Using Artificial Intelligence to Improve Customer Service

As VoIP is a digital solution, it can benefit just as much from technologies like Artificial Intelligence (AI) and Machine Learning (ML). The adoption of AI systems continues to improve how technology can manage complex tasks autonomously. In many cases, AI-enabled VoIP will operate like the pre-recorded phone messages and button selections of traditional systems.

What will make it drastically different from old wait-and-push systems is that AI will be able to interpret and understand human language, both in written and spoken formats. This can revolutionize a company’s customer service department, adding speed and efficiency without needing additional human resources.

Researchers expect 85% of all customer interactions won’t require human intervention by 2020. In the same way that AI is rapidly improving Customer Relationship Management (CRM) systems, it will also bring new capabilities to VoIP telecommunication systems. AI can also assist organizations to create digital transcripts of voice conversations, which in turn will help to generate actionable data from every call.

Smart Agents and VoIP Assistants

Building on AI capabilities, VoIP is a perfect platform to deploy smart agents and virtual assistants. Companies can use AI to continuously improve their VoIP agents and increase office productivity. For mundane calls, the company can implement a series of automated responses or direct customers to the related knowledge base. Companies can also improve staff’s workflows by using voice-activated query and search functions.

The Rise of UCaaS Solutions

As cloud-services continue to dominate the digital revolution space, VoIP will, no doubt, also receive a shakeup. Unified Communications as a Service (UCaaS) is a platform that integrates all electronic communication channels into a single, digital service. As UCaaS doesn’t rely on in-house IT departments to keep the system operational, it reduces overheads while also ensuring the rapid scalability of the solution. UCaaS includes messaging, telephone communications, and video conferencing.

UCaaS provides maximum uptime and streamlines the provisioning of communication resources in real-time. This leads to quicker response times and improved customer engagement in the organization.

Moreover, companies can choose either a single-tenancy or multi-tenancy solution:

  • Single-tenancy: A customized platform that connects to on-premises applications and provides additional security.
  • Multi-tenancy: Completely cloud-hosted solution from an off-site data center that provides higher reliability and lowers costs.

As a replacement for older Private Branch Exchange (PBX) systems, UCaaS offers many of the same benefits but doesn’t require internal extensions. It supports dedicated phone numbers for each connected device and includes additional features like group intercoms, paging, voicemail to email, and internet-enabled faxing services. The system can also improve the accuracy of call routing and automate many functions traditionally reserved for a human resource.

Improving Office Communications with VoIP Solutions from Smile Business Products

Current VoIP solutions already enable better communication between employees and customers. Modern systems use online/offline statuses on a computer or desk phone to redirect calls to mobile devices automatically when connected to the company’s network. In the future, these solutions will further improve a company’s efficiency and productivity using call management features that extend beyond what traditional PBX systems could do.

Smile Business Products have the technology experts that can help companies to streamline their internal and external communications. With Managed IT Services, productivity solutions, and communication systems, Smile can assist organizations to reduce their costs while ensuring they have a reliable, integrated telecommunication platform.

To discuss your company’s VoIP requirements or to find out more about how the latest trends like AI can help improve your customer service, speak to one of Smile’s technology experts today.

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