Communication is the lifeblood of organisations, and to improve their competitive advantage, businesses are increasingly harnessing technology to take their communication capabilities to the next level. Rapidly growing Voice over Internet Protocol (VoIP) technology continues to evolve and behests companies to track and adopt the latest trends.
VoIP services hold advantages to businesses of all scales and sizes. In tandem with The Internet of Things (IoT), VoIP promises to act as a driver to achieving the revolutionary ‘smart office’ with systems of interconnected devices. In addition, the benefits of VoIP connections include security and stability, with value-added services such as call forwarding and teleconferencing. Consequently, today’s businesses are much more distributed, mobile and collaborative, and want to take advantage of digital tools such as email, messaging, video, content sharing and other rich media applications.
Dynamics of the VoIP market
Across each segment within the VoIP market, the growth of VoIP technology has never stagnated. Compared to other communication technology, it has enjoyed boisterous growth numbers for a long duration with varying reports estimating that there are 1 billion connections in use.
Aside from the benefits that VoIP technology brings, factors that are likely to contribute to its growth include the fact that the market is far from being saturated with new players entering the market all the time, causing existing competition to intensify, and end users to benefit from lively competition.
An enabler of unified communication
Innovative, modern businesses should view every communication channel as important, and the convergence of several platforms and channels such as data, voice, video, mobile, are the ideal. This enables the delivery of a unified communication platform for end-users. VoIP technology is the core of unified communication since it enables functionalities such as instant messaging, voice calling, teleconferencing, video calling, and group video calling using the same workflow, and from any device enabled with a suitable VoIP application. VoIP ensures reliable, secure and effective information transmission.
Advancing communication mobility
Mobility is the key factor responsible for the persistent growth of VoIP technology. Businesses are mainly looking to switch to VoIP solutions for the following reasons: They need to forward calls to mobile devices; they want a flexible voicemail system can be easily accessed via a mobile device; and, they require a phone system that enables interoperability with existing mobile phones.
High-quality voice communication
In the past, voice data transmission and the voice quality across continents were major concerns that hindered productivity. Bandwidth availability and stress on existing networks are the key determining factors of quality of voice over IP (VoIP). Big vendors and voice quality engineers have addressed these challenges and currently, cloud-based VoIP as well as cellular network-based VoIP services, promise rich voice quality, both over voice and video calling.
Advances in interoperability
User experience of VoIP services have advanced in the past few years. However, there are still inconsistencies of interoperability aspects as a result of the speed at which business communication functions have been ported to mobile devices. The adoption of functions such as meeting planning, conference calls, email, data analysis, project planning have pushed VoIP innovators into investing more resources toward assuring the seamless joining of mobile communications and back-office operations.
Integration with apps
The ease of integration with third-party apps and services promotes a multitasking workforce since employees seem to prefer completing tasks without moving between applications, devices, and platforms. It is predicted that more integration between products and cloud-based platforms using APIs will occur. The trend of all-encompassing integration between cloud-based VoIP apps and enterprise workforce will help companies meet their productivity goals.
Supports Remote Working
Thanks to advances in technology, hosted VoIP makes it easy and affordable to connect remote employees. They can be given access to the same communication and collaboration technology as those in the office on their laptop, tablet or smartphone, giving them access from not only a desk phone.
Calls are efficiently managed
VoIP services includes automated attendants, call queues, hunt groups, virtual waiting rooms, and computer integration that previously only large companies with expensive PBX systems could afford. VoIP allows businesses of all sizes to launch dynamic call centres so they can effectively serve and interact with their current and future customers. Call queuing and handling efficiency are greatly resulting in a consistent and positive customer experience.
In the past business communication wes mostly about making and receiving phone calls designed around closed networks and fixed, physical locations. Traditional business phone systems, such as the on-premises PBX, existed largely in isolation from IT systems. Today, the world of telecoms and IT have converged. Hosted (or cloud) VoIP phone systems have converged voice and data, providing a vast array of business benefits typically at a much lower cost.
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