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The modern business landscape demands a global approach to communications. This is why many companies have turned to Voice over Internet Protocol or VoIP software in order to connect with stakeholders, staff members, and customers worldwide. Not only does it allow them to make communication more convenient; it also allows them to make it more cost-effective as it doesn’t incur surcharges beyond what you pay for the VoIP service and your internet access.

The only question now is, with the emergence of newer communication channels, will VoIP evolve in order to keep up with the times? Will it remain as relevant to business operations in the coming years?

To find out, we have gathered some of the most noteworthy VoIP statistics of 2019. From general market research to forecasts on industry challenges, this compilation should provide you with a clearer view of where VoIP is headed in the coming years as well as how you can best utilize these tools for your operations.

VoIP statistics

General VoIP Market Statistics

Since its humble beginnings back in the ’90s, the VoIP market has certainly reached new heights and it is predicted to grow even more in the coming years. This comes as no surprise with the emergence of mobile VoIP and the expansion of internet access across the globe.

  • VoIP market research shows that the software’s market share is expected to increase exponentially from $83 billion in 2015 to $140 billion in 2021. (Zion Research, 2016)
  • The global VoIP phone system market share is forecasted to grow at a CAGR of 3.1% between 2019 and 2024. (Orbis Research, 2019)
  • The mobile VoIP market across the globe is predicted to grow at a CAGR of 28% from 2016 to 2020. (Technavio)
  • Experts predict that the fastest growing VoIP segment from 2014 to 2019 is phone-to-phone services. (Future Market Insights, 2019)
  • Computer-to-phone VoIP services will experience its highest market growth between 2017 and 2024. (Persistence Market Research, 2018)
  • Asia Pacific is primed to be the biggest VoIP services market with projected revenue of $100 billion by the end of 2024. (Persistence Market Research)

VoIP Global Market Share by Region for 2017

East Asia (35.5%) Europe (34%) North America (30%) Others (0.5%)

Source: spectrumvoip.com

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VoIP Usage Statistics

More and more VoIP providers are offering their services at affordable prices. This is why a larger number of individuals and businesses are now able to leverage it for their work or their business and it seems that the number is about to get bigger in the coming years. This can be attributed to the many benefits that the platform has to offer as well as the demand to shift from on-premise to cloud-hosted software solutions over the past few years.

  • The number of corporate VoIP subscribers worldwide is forecasted to reach 204.8 billion in 2020. (Future Market Insights, 2019)
  • VoIP adoption has the highest subscribers in the USA (31 million) followed by Japan (28 million) and France (21 million). (Statista)
  • The United States VoIP residential telephone lines have increased from 28 million in 2010 to 76.6 million in 2018. Consequently, business phone lines also expanded from 6.2 million to 41.6 million in the same time frame. (Statista)
  • Global VoIP subscriptions increased due to the number of individuals and businesses who want to reduce communication costs. (BuddeComm)
  • Half of IT leaders ceased the purchasing of on-premise communications tools in 2018. This is predicted to increase to 90% by the end of 2021. (GetVoIP, 2018)

VoIP market statistics

VoIP Cost and Savings Statistics

Statistics don’t lie. VoIP is a godsend to companies who are trying to reduce their operational expenses. This communication system allows businesses to reinforce how they connect with other people without compromising their budget. In addition, it is also great for improving productivity in the workplace as it boosts the mobility of your agents.

  • VoIP phone service consumer reports show that companies using VoIP can save an average of 30% on their phone bills. (Vonage)
  • VoIP systems with online conferencing integrations can reduce teleconferencing expenses by 30%. (Harbor Networks)
  • Businesses can save up to 75% on communication if they opt for VoIP. (BullsEye Telecom, 2017)
  • VoIP can cut down expenses on local calls up to 40% and international costs by 90%. (Nextiva, 2015)
  • Having a VoIP system can help you save an average of 32 call minutes per day. (Cisco)
  • VoIP makes it easy to accommodate calls anywhere, allowing companies to increase productivity by up to 20%. (Harbor Networks)

VoIP cost & savings

VoIP and Technology Statistics

VoIP is far from reaching its full potential. However, it is important to note that it is gradually changing because of newer technological advancements. This is why it is important to understand how you can integrate these innovations into your current workflow to make the most out of your investment. But, of course, don’t simply rely on new technology. Be sure to also apply VoIP best practices in order to reap the benefits that they have to offer.

  • Android OS is forecasted to dominate mobile VoIP by 2024 with a projected market share of $90 billion. (Grand View Research Mobile VoIP Market Forecast, 2016)
  • The increasing popularity of the Bring-Your-Own-Device (BYOD) strategy in businesses is driving the growth of VoIP in North America. (Persistence Market Research, 2016)
  • Experts forecast that by 2025, AI with chatbots will drive 95% of customer interactions. (The Real PBX, 2017)
  • The prevalence of 5G has increased significantly. As of 2018, 72 operators have tested the service and by the end of 2019, 25 operations have already launched the service. This figure is projected to double by 2020. (Deloitte, 2019)

VoIP and technology

Small Business VoIP Data Statistics

Phone systems serve a purpose not just for large corporations but for small startups as well. VoIP levels the playing field for small businesses as it helps them accommodate their clients in a timely manner without having to increase their workforce or pay a lot of money for international calls. What’s more, there’s a myriad VoIP software for small businesses available on the market that cater to different kinds of industries.

The only downside here is that VoIP systems are not created to be all-in-one communication hubs. As you will see below, this is the reason why many businesses are considering using their VoIP with unified communication platforms.

  • The top VoIP features that improve productivity for small businesses are Find Me/Follow Me (77%), conference calling (65%), and mobile IP PBX (58%). (Spectrum VoIP)
  • VoIP has helped small businesses improve the handling of phone calls (67%), boost the management of messages (63%), and perform work remotely (57%). (Spectrum VoIP)
  • Unified communications remain to have a significant or moderate value for 88% of employees. (Spectrum VoIP)
  • Unified communications platforms are deemed to deliver the best benefit for small companies. (Spectrum VoIP)

Top VoIP Features & Benefits According to Small Businesses

Find Me/Follow Me

%

Conference Calling

%

Mobile IP PBX

%

Handling phone calls

%

Managing messages

%

Remote work

%

Source: Spectrum VoIP

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VoIP Challenges Statistics

Like any other technology, VoIP has its weaknesses. To work your way around them, it is not enough to simply know how SaaS works but also what kinds of challenges you will encounter in the industry.

As you will see from the statistics below, security is one of the biggest issues with VoIP. While the use of the internet for transmitting calls makes communicating cheap and convenient, it also makes you more vulnerable to cyber attacks. This is why it is crucial that you reinforce your VoIP system with the necessary security measures offered by top cybersecurity vendors so that the integrity of your information, as well as the details of your customers, remain safe and sound.

  • Roughly 46% of illegally made calls across the world involve VoIP technology. (Spectrum VoIP, 2017)
  • Toll fraud and dial-through fraud are estimated to cost shoppers globally an average of $46 billion dollars. (Simwood VoIP Fraud Analysis)
  • Only 38% of individuals believe that they are equipped to counter cyber-attacks. (Isaca)
  • 40% of internet users have experienced getting their password stolen, account hacked, and login credentials compromised. (TeleSign)

VoIP challenges

Another problem you might encounter is the adoption of VoIP in the workplace. You should anticipate that calling, via voice or video, is not deemed as the best way to collaborate in the office. Below, you’ll find that more CEOs are pushing for personal interactions to boost employee engagement. In addition, millennials, the generation comprising the majority of the modern workforce, simply prefer less disruptive means of communication.

Lastly, in terms of using VoIP for customer support, more and more shoppers are opting for self-service options. Simply put, not everyone wants to deal with agents when resolving product or service issues and would rather find solutions on their own. With this said, it might be time to invest not only in VoIP but also in unified communications systems that would allow you to support multiple channels.

  • 6 out of 10 American shoppers opt to use self-service tools for their concerns. These include websites (24%), mobile apps (14%), voice response systems (13%) or online chat (12%). (American Express Customer Service Barometer, 2017)
  • Professionals predict that an average of 85% of business relationships will be handled sans human interaction by the year 2020. (IBM, 2017)

What Do These VoIP Facts Mean for Your Business?

The statistics make it clear: now is the time to upgrade from traditional phone systems to VoIP if you haven’t already.

VoIP allows you to take advantage of the impact of SaaS on businesses. As we’ve tackled earlier, these communication systems are great for keeping up with the globalization of the modern business landscape. It bridges the gap between managers and remote employees and allows businesses to connect with customers residing halfway around the world, especially now that an increasing number of individuals and businesses are utilizing the system. Moreover, it allows you to make the communications aspect of your operations more cost-effective than ever.

In case you are already utilizing a VoIP system, we highly suggest that you maximize it by understanding the factors that drive the industry. For example, BYOD is something that you might consider using for your operations to boost employee efficiency. Investing in mobile-ready systems might also allow you to simplify work for remote employees. And if  Skype is the only VoIP tool you know, you’re missing out on robust features these Skype alternatives deliver.

One thing to note about VoIP systems, however, is that while it undeniably offers a plethora of benefits, it has its own set of weaknesses. The biggest one of which is that it makes you vulnerable to security risks. In addition, it might not be enough to reinforce your communication needs.

After all, there are quite a number of emerging communication channels today. While VoIP systems may easily be able to accommodate voice calls and video calls, not all providers can give you access to instant messaging and built-in SMS. With these said, you might want to dig a little deeper about the inclusions of the VoIP software you’re interested in or find out what integrations you may use to expand the functionalities of your existing system.

Hopefully, with this guide to the VoIP statistics of 2019, you were able to get a better idea of how you can better adapt to the tectonic shifts in the industry. To further help you expand your product choices, you can check this related list of top business phone systems.

Marketing has always had a love affair with technology, from the advent of radio to boob tube, to billboards and print ads. But even these technologies seem puny now with the arrival of the internet, which changes the whole paradigm of marketing altogether. Coupled with revolutionary design ideas and astounding computing and programming developments, marketing software platforms have leapfrogged to territories unknown, accompanied by ubiquitous, connected devices and social platforms that have businesses and their marketers scrambling for ideas on how to mine these newfound sources of wealth. Here we present the next level of data beyond marketing software market share. These trends and other marketing software statistics show you which way to go when deciding how best to harness these technologies for your own marketing campaigns.

marketing software statistics

1. AI-Driven Marketing Statistics

Arguably the engine behind the growth in marketing software market size, artificial intelligence (AI) may well unlock the final pieces of the marketing puzzle, the key that connects many if not most of the developments trending in the marketing industry. If you are wondering how AI could help your marketing become more effective, you can turn to how the savviest marketers leverage AI to inform them about which content gains more followers and piques more interest in social media, along with which days and the time to post the content and on which platform—Facebook, Instagram, Twitter and the like. With more money pouring into marketing software research, AI can take care of automating the posting, and provides the metrics and analytics for each activity, allowing you to measure the effectivity of the campaign and relate it to your ROI.

  • By registering the highest year-on-year growth rate at 53%, AI has claimed the crown as the fastest growing marketing technology (Salesforce)
  • AI is spearheading the march of smart technologies (the so-called Holy Grail of marketing: artificial intelligence, virtual reality marketing, internet of things marketing, augmented reality marketing and voice assistance marketing) as companies spend USD 227 million on it, representing 66% of total expenditures for smart technologies (MediaPost)
  • The average use, planned use and projected growth of AI use cases has increased 257% in the last two years (Salesforce)
  • With 2.77 billion people using social media, Facebook, Instagram, and Twitter rely on AI to make sense of data (ClickOn)
  • More than half (51%) of marketers currently use AI, with 27% more of them expected to incorporate the technology by 2019 (Salesforce)

2. Marketing with Chatbots Statistics

Chatbots seem to counter marketing software trends that point to a more personalized approach and for a clear reason: these bots are more eager, faster and more persistent than their human counterparts to engage customers in a conversation. With more than 1.4 billion people already interacting with chatbots (eMarketer), there is little wonder that marketers are turning a sharp eye on these denizens as vehicles for their marketing campaigns. The fact that customers are not averse to the whole idea works in their favor too:

  • How far chatbots will move into human territory is still up in the air, but right now, up to 80% of companies are looking to employ the technology in their marketing activities (Oracle)
  • Kik and Facebook already employ at least 30,000 bots at the last count (Oracle)
  • 73% of customers prefer to talk with Facebook Messenger bots through live chat than with human agents (eDigitalResearch)
  • Sales, financial services and customer service could save USD 174 billion through chatbots (Oracle)
  • Bots are already making the grade on Facebook Messenger. Its Discover platform populated by bots is its major source of income. Advertisers and their bots compete with one another, but Messenger has the last say on which ones can eventually stay (Forbes)

Top 5 Industries Using Chatbots (2017-2019)

Real Estate

%

Travel

%

Education

%

Healthcare

%

Finance

%

Source: Collect.chat

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3. Interactive Video Marketing Statistics

One of the least hyped marketing software facts is how interactive videos are finding their way in emails, social media posts, websites and blogs. At this early stage, 90% of Americans believe that content will be better in 360 video than standard formats (Advrtas), and as much as 98% think they are more exciting. People are simply captivated by the novelty of being able to navigate the area presented in the video as if they were there themselves. For their impressive early returns and yet still largely unexplored promise, interactive marketing videos will radically transform, perhaps even disrupt, the marketing landscape. People who view them tend to finish the whole video, resulting in a higher commitment and return on investment.

  • For these remarkable results, the use of interactive videos for marketing is already gaining acceptance (Omnivirt), with such brands as IBM, Honda, Samsung and Johnnie Walker among early adopters
  • Interactive video content generates 2x more conversions than passive content (Kapost)
  • 79% of marketers say that interactive content has reusable value, creating repeat visitors and multiple exposures (Business2Community)
  • Interactive content generates 4—5 times more page views than static content (LinkedIn)

4. Personalized Marketing Statistics

As more people, especially the younger generation, become more willing to share personal information, companies are able to offer recommendations that better match their customers’ preferences. At the heart of this development is a more powerful artificial intelligence software, with more capable computer hardware able to support more sophisticated algorithms. More than 96% of marketers already see the value of personalized marketing (Quicksprout), with multiple case studies and concrete results to support it. As for consumers, the attitude towards sharing personal information, as already noted, is showing some positive signs:

  • Many ecommerce establishments are already ahead in enhancing customer experience, some combining the agility of chatbots with consummate regards for customer personalization on online stores (Instapage)
  • 92% of marketers say personalization majorly or moderately improves brand building (Salesforce)
  • 74% of online consumers get annoyed by websites when ads and other offers that have nothing to do with their interests suddenly pop up (Janrain & Harris Interactive)
  • For best-in-class B2B content marketers, 71% match their content to the profile of the decision maker (Content Marketing Institute)

Personalization in Marketing (2019)

Customers' Preferences and Marketers' Perceptions

92%

of marketers believe that personalization improves brand building

88%

of customers are willing to share relevant information in exchanged for personalized offers

85%

of marketers believe that personalization improves customer retention

79%

of customers willing to share relevant information in exchange for contextualized engagement

Source: Salesforce

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5. Voice Search Marketing Statistics

Smartphones, Google Home and Amazon Echo are pointing marketers to voice search as a legitimate avenue to increase their sales, if current marketing software data is to be believed. While voice-activated devices have always piqued the interest of technology buffs and are a staple of science fiction, it is only now that it has achieved an amazing level of precision (Advicelocal), consequently earning the attention of marketing people.

  • While text search still reigns supreme, voice search is slowly and surely making inroads, with experts predicting that in 2020, 50% of all searches will be via voice search (Econsultancy)
  • By 2020, there will be 25.6 million owners of smart speakers, representing a 12.8% growth rate from the previous year, further driving the use of voice search for marketers. Also consider that the average growth rate for the period 2018 to 2020 would be 48% (eMarketer)
  • In 2022, people who use voice search are projected to create a sales revenue of USD 5 billion in the UK and USD 40 billion in the US alone (voicebot.ai)
  • 58% of smart speaker owners earn more than $75,000 per year, which makes them most likely to shop via voice search (Captech Consulting)

Keep tabs on insights that matter to your business

So which of these marketing trends are on your immediate sights and plan of action? If you have a considerable business war chest to play with, it’s easy to go with marketing platforms that offer the most powerful AI among its features, if only to provide more meaningful interaction with leads or customers and gain unparalleled business intelligence into your operations.

Employing chatbots will be your main option if you are more of a social media marketer and especially if Facebook and Instagram are your channels of choice. Bots are getting quite competitive there (as many marketing software charts will show you) and you want the best that technology can offer when you enter the fray. Many of the top live chat apps already employ a chatbot.

The more ingenious marketers will probably go for voice search-driven content and take it from there. They can use search marketing software to fortify their organic positions. Enhanced personalization is more in the territory of technical experts, though nothing stops anyone from trying the technology for their enterprises. It’s a solid technology too, with proven cases to support its standing.

Whatever your choice, you have to look carefully into the nature of your business and the best software for the budget that you can work with, with clear options to scale any which way you want as your business also picks up.