VoIP technology is taking off, and it’s no wonder why. Its many features and affordable prices mean you’re not going to be hard-pressed if your next meeting requires Skype or another VoIP app. The White House switched solely to VoIP in 2011, and popularity has been increasing ever since. We know popularity will continue to grow.
Given the path we’re moving down as society, VoIP usage stands to incorporate additional technologies, provide adequate security, encourage collaboration, change the way the internet works, and become a standard part of every educational institution.
Artificial Intelligence Is the Future of VoIP
Artificial Intelligence, or AI, is the future of customer service and automation. The VoIP sector has adopted AI because it can help with sales processes like automated responses to questions on a website or social media feed—it’s everywhere!
In the future, AI will continue to be used to automate customer service and sales processes. In fact, by 2025, it is estimated that 95% of all interactions with a business will not require human assistance. Artificial Intelligence can be seamlessly integrated into VoIP applications to create a more efficient customer experience.
Today, the call center industry already incorporates AI into its service delivery, by offering easy-to-navigate self-help options to customers. Think about the times you make a phone call, and the voice on the receiving end tells you to press a number to get where you want to go—that’s Artificial Intelligence! It can detect which button you pressed, and use conditional logic to offer relevant options.
By adopting AI in this way, it allows agents to prioritize the most pressing situations. Businesses can also implement AI functionalities in their VoIP systems to predict customer behavior when they’re on hold, before taking any action accordingly.
Address Vulnerabilities With Multi-Layer Security
There are a number of ways to keep your information safe. Hacking is a genuine concern. It doesn’t take much to become a victim, because of how technology works. Hackers know how to get your data if they really want it.
After all, it’s no secret that we live in an increasingly digital world. As such, threats from cybercrime and online hacking have become a genuine danger to those who use VoIP services like Skype.
According to IBM, the average cost of a data breach is more than $8 million annually, so as VoIP providers recognize the issues, they will continue to develop solutions accordingly. The most common problems include Denial-of-Service, war dialing, toll fraud, phishing, spam, call interception, and malware. The nature of VoIP attacks can result in businesses not knowing the attack exists for months at a time, so providers are actively working to improve multi-layer security.
Collaboration Features Are Continuously Being Developed
As more businesses embrace UCaaS, or Unified Communication as a Service, collaboration is the next logical step. Communication requirements are being consolidated into a single and centralized platform.
Because of this technological direction, VoIP providers are developing more advanced content sharing, team collaboration, and meeting support tools in order to attract business users. VoIP creates possibilities for easier ways to communicate both within the company, and also externally with customers for better customer service experience.
VoIP services are also highly adaptable and flexible, meaning employees can work from home, on the go, or in the office. Using VoIP technology results in staying connected, because everyone can communicate from anywhere. It doesn’t matter if part of the team is in the US and the other part of the team is in Canada, because they can easily communicate from every corner of the globe.
In times past, you couldn’t see if you were bothering your co-worker when you called. Thanks to advancements in VoIP apps, colleagues can check each other’s statuses to see if they’re busy before reaching out. Text messages or quick voicemails are also ways that VoIP currently encourages collaboration, and it can only get better as more features continue to be added.
5G Can Revolutionize the Internet Because of VoIP
Not only will 5G wireless technology make data transfer faster and more reliable, but 5G also promises shorter response times. With this new generation of wireless technology, you’ll be able to do things like stream videos in HD without any problems.
The way VOIP works is by digitally transmitting your voice over IP technology. Technologically speaking, your analog sounds are transformed into digital data. It all happens seamlessly over your VoIP app, and you can’t tell the difference between a traditional phone line and a VoIP line. 5G makes it possible to make these calls even better, due to data transfer speed and improved reliability.
5G and VoIP go hand-in-hand as the technologies coexist and complement each other well, from simple voice calls to video calls. The technologies make it possible to integrate video into a user’s mobile experience when making calls over VoIP platforms, such as Skype or FaceTime Audio.
VoIP and Educational Institutions
With the trend of online learning gaining popularity, schools are now relying more heavily on VoIP to communicate effectively. By now, most people have at least heard of Zoom and Skype (both of which use VoIP technology).
Many universities are adopting this technology for obvious reasons like pandemic concerns or cost-effectiveness. It is also expected that there will be a steady rise in usage among all educational institutions due to the convenience of using VoIP-based platforms. People love being able to Zoom into class to watch a lecture without leaving home. It’s a comfort thing that still allows students to progress in their educational goals. Professors can also reach out to their students much more quickly when they need to discuss issues in various classes.
Do you want to see how your company can adapt to these trends and be ready to face the technology head-on? Reach out to Fonex, an authority on VoIP tech and implementation, if you have any questions or want to book a free consultation call.