5 min
For all those organizations that are thinking of replacing your company’s telephone system, it is worth reviewing the latest VoIP trends. Even for those that are not, it should be noted that the market is changing fast enough so that competing companies can gain a competitive advantage and take advantage of the latest advances in VoIP and VoIP related technology.
Communications and business collaboration have undergone a great change recently. According to Harvard Business Review, telecommunications is the second industry in digital transformation.
8 Main VoIP Trends For 2020
1) Increased Compliance And VoIP Security Demands
As VoIP, both hosted and in the cloud, gains greater acceptance, companies demand more security for their VoIP solutions. Hosted VoIP is not the exclusive domain of new companies and businesses willing to take risks. Consolidated organizations rely on hosted VoIP to take over key communications and confidential information.
The main hosted VoIP providers are responding, guaranteeing higher levels of security to keep user data and communications safe. In fact, it is not only general security that is attracting attention in the hosted VoIP sector. Companies in highly regulated industries, such as medical care, are interested in the advantages that this technology can offer.
2) Accelerated Adoption Of VoIP (Voice over Internet Procotol) Hosted
Analysts have been predicting a steady increase in VoIP hosted for years, but recently this adoption is increasing at a faster rate than analysts expected.
What does this mean? Essentially, better options for companies. Since hosted VoIP providers have many resources due to the growth of users, they can invest in more robust and reliable VoIP phone systems, or an improved user experience, or better support.
3) VoIP System Value Vs. Lower Price
It is easy for any technology provider to claim that it offers a price advantage. But as the VoIP hosted are more ubiquitous and the offerings of products / services become more mature, fewer and fewer companies focus on simply getting the cheapest option.
Economic VoIP telephony systems are usually just that: cheap. They are designed to minimize costs, so the suppliers that offer them cannot waste time developing and delivering quality products and services. They usually have minimal features, unusable interfaces, poor customer service and lack of integration with key third-party business applications, such as Salesforce.
That is why more and more companies are looking for good value in their VoIP system, that is, they feel they are getting a lot for the price they pay. That may include factors such as reliability, safety or ease of use, among others. Something as simple as saving time and avoiding problems can be an important factor in customer satisfaction and how a company intuitively calculates the value it obtains from its telephone system. Smart companies do not allow price to be the only decision factor.
4) Proliferation And Consolidation Of VoIP Providers
As the entry barrier falls, small VoIP providers appear everywhere. However, this element of choice does not necessarily help customers, since most of these offers do not provide differentiation. In masvoz, for example, we put more effort and resources to make our hosted VoIP host system easy to use, simple to administer and implement.
5) VoIP Plays A More Important Role In Customer Contact And Customer Experience
Hosted VoIP began primarily as a tool for companies to communicate internally, but as the offers became more sophisticated and specific, and as the focus of providing an excellent customer experience increased, hosted VoIP has begun to acquire more strength:
- 67% of users say they would pay more for a great experience.
- 57% of users have stopped buying from a company because one of their competitors provided a better experience.
- 71% of people recommend a product or service because they received a “great experience.”
In fact, today, hosted VoIP is often packaged in a single omnichannel solution that also handles the various channels users use to communicate with companies.
Regardless of the customer experience platform that organizations ultimately choose, it is useful to think about how it integrates (or not) into their hosted VoIP system, because many companies are taking competitive advantages from the right combination of technology.
6) Adoption Is Growing Between Medium And Large Companies
Hosted VoIP took hold in small businesses for a good reason: not having expensive legacy systems to replace and, in general, having fewer business-critical systems that have to be integrated with their telephone systems.
Some hosted VoIP companies are offering more features and integrations to align with more advanced needs, that is, multiple levels of service. Providers are also incorporating different types of functions in the hosted VoIP ecosystem, such as collaboration and call center functionality.
7) More Levels Of Service And Customization
Larger companies with more complex needs are moving to hosted VoIP. For organizations that need sophisticated solutions in their cloud communications systems, a different level of supply is necessary. In this way, all customers can find what they need without compromising.
8) Companies Are Coming To VoIP From Different Directions
Acquisitions, mergers and partnerships are emerging everywhere as companies try to combine VoIP and related collaboration and customer experience technologies to offer users a unique and unified experience across all channels.
For example, video conferencing companies are trying to buy hosted VoIP providers; only collaborating organizations are integrating with telephone system providers and hosted VoIP providers are partnering with contact center companies.
What Does This Mean For Companies?
In the long term, it means that the different facets of communications and collaboration technology should be less fragmented and better integrated, making this type of technology purchase simpler in the future.
In the short term, it will probably be worth choosing a company that has already integrated many of these technologies under one platform.
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