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30+ Key Business Phone Systems Statistics: 2019 Analysis of Trends, Data and Market Share

Category: B2B News

Business phone systems have come a long way from relying on manual switchboards to utilizing the internet for calls. In addition to the use of the internet, we’ve also seen phone systems such as cloud PBX and VoIP become faster and more intelligent over the past few years, allowing companies to optimize their communication efforts.

However, as we move further into the age of social media and instant messaging, will business phone systems still remain relevant for operations? How will VoIP systems and UC platforms evolve in order to stay competitive? Moreover, what are the challenges in business phone system implementation in the coming decades?

To help you answer these questions and get a better idea of where the industry is headed, we compiled the most important business phone systems statistics of 2019. We have sifted through several VoIP phone service consumer reports, communication trends analysis, and news articles detailing the shifts in the business phone system industry. This way, you get a more accurate view of what to expect and what you can do to adapt.

business phone systems

General Business Phone System Statistics

Communication is the key to achieving stronger customer relations and improved efficiency in the workplace. This is why it comes as no surprise that the business phone system market share remains in the position to grow further in the coming years. Companies are investing more in their communication systems as well as putting more effort into training live agents. So, it’s safe to say that more vendors will further develop their business phone systems to cater to the changing requirements in the industry.

  • The number of corporate VoIP subscribers worldwide is projected to reach 204.8 billion in 2020. (Future Market Insights)
  • The global VoIP phone system market share is expected to grow from $83 billion in 2015 to $140 billion in 2021. (Zion Research)
  • 64% of businesses believe customers should always have the option to talk to an agent. (The Future of the Contact Center)
  • 60% of companies mentioned that phone systems and live agents are their most urgent investment priorities (The Future of the Contact Center)

corporate voip subscribers

Despite the rise in different communication channels such as social media and email as well as the growing popularity of self-service help centers, phone calls still remain an integral part of customer service. After all, in most cases, customers expect a hands-on experience from the companies they do business with–they don’t want to talk to bots for their inquiries, they want to talk to humans.

Statistics on Business Phone System Benefits

There are many cloud communication benefits for small businesses and even large companies. For starters, modern business phone systems can mobilize your teams and accelerate your response times. This accelerates your processes and allows you to keep up with the demands of customers.

  • VoIP statistics show that 29% of companies switch to VoIP because they needed to simplify the forwarding of calls to their mobile phones. (Business2Community)
  • VoIP and UC systems allow agents to take calls anywhere across the globe, allowing companies to increase productivity by up to 20%. (Harbor Networks)

business phone systems savings

Another perk to investing in modern business phone systems is how it helps you save on operational costs as well as cut down minutes spent on phone calls. This way, you can accommodate more customers without compromising your quality of service or your budget.

  • VoIP market research shows that companies can save 50% to 75% on communication costs upon switching from landline services to VoIP. (BullsEye Telecom)
  • Small businesses using VoIP can decrease the cost of local calls up to 40% and international costs by 90%. (
  • VoIP can trim down initial costs for startup business by roughly 90%. (
  • Businesses that utilize unified communications solutions save an average of 191 hours daily and 49,660 hours yearly. (Visually)
  • Having a Unified Communications or VoIP system for your operations can help you and your employees save an average of 32 call minutes per day. (Infranet Group)

Technological Trends Statistics

According to the Economist Intelligence Unit Report in 2017, 75% out of 200 business executives are implementing Artificial Intelligence within the next year for the various aspects of their operations. Business phone systems are no exception.

It seems that for the foreseeable future, VoIP, cloud PBX, and IVR will continue to evolve in order to integrate these technological advancements. Of course, as these systems evolve, so will operational workflows and protocols.

  • AI with chatbots will drive 95% of customer interactions by 2025. (Servion)
  • Deloitte Global predicts that the 5G network will open up new revenue opportunities for telecom companies as it rolls out this year. (Deloitte Global)
  • The prevalence of 5G is growing with 72 operators testing the network in 2018 and 25 operations launching the service this 2019. Experts predict that this figure will double by the year 2020. (Deloitte Global)
  • VoIP promotes mobility for operations as well as makes Bring Your Own Device (BYOD) possible, a strategy that 53% of workers believe is key to improving productivity. (Cisco)

AI with chatbots

Business Phone System Optimization Statistics

Business phone systems can only go so far. If you want to make the most out of your investment, it is best that you apply VoIP best practices as well as remain up-to-date on the business phone system optimization trends.

Here, we can see that there are many ways for you to boost your usage of VoIP and UC systems. In addition to leveraging AI and a 5G network, as mentioned previously, many businesses also utilize time-tested strategies like adding click-to-call buttons to websites, monitoring the efficiency of calls as well as performing follow-up calls for sales.

  • 70% of shoppers have utilized click-to-call buttons from search ads. (Invoca Call Intelligence Index)
  • Click-to-Call buttons are one of the most effective widgets you can place on your website as it can increase conversion rate by 200% when placed above the fold. (Quick Sprout)
  • Mobile search accounts for 48% of total call volume. It is closely followed by desktop search at 17%, desktop display at 11%, and content/review sites at 9%.(Invoca Call Intelligence Index)
  • 55% of people view call monitoring as the best way to gain customer feedback. (Deloitte Consumer Review)
  • 80% of sales transactions need at least 5 follow-up phone calls after an initial meeting to boost chances of conversion. (The Marketing Donut)

call monitoring

Business Phone System Challenges Statistics

More and more consumers are relying on their smartphones, rendering landline obsolete. While these mobile devices may just as easily be used to make phone calls, a good chunk of smartphone owners simply aren’t using them for that purpose. Instead, they opt to utilize these gadgets mainly for social media, emailing, or even browsing the net. This means, there will be fewer consumers who would contact your hotlines.

The only silver lining here is that most business phone systems are equipped to handle multiple communication channels so investing in one won’t be a waste. Moreover, as we’ve tackled earlier, there is still a large fraction of consumers who would prefer to talk to live agents for their complex product or service inquiries.

  • The use of landline phones has dropped significantly with only 53.9% of United States households depending solely on their cellphones for communications. (Market Insider)
  • Younger people tend to use their phones as mini-computers rather than for phone calls. (ABC Smartphone Survey)
  • 75% of adults in the United Kingdom have smartphones: 25% of which don’t use it for calls. (The Guardian)
  • Americans answer only 52% of calls to their mobile phones. ( Hiya State of the Phone Call Report)

business relationships

If you intend to utilize VoIP for internal communications, you might be in for a challenge. First off, CEOs are increasingly avoiding the use of phone conferencing in order to boost more personal interactions within teams. Secondly, millennials, the generation comprising a majority of the current workforce, have a level of aversion towards phone calls.

Lastly, in terms of making yourself reachable to clients, it might be important to note that there is an increasing number of consumers who are turning to self-service rather than any other form of customer service channel. In fact, it seems that industries are relying more on AI and bots to handle inquiries or on FAQs and knowledge bases as these can lower operational costs.

  • 6 in 10 shoppers in the United States prefer using digital self-serve tools for inquiries. These include websites (24%), mobile apps (14%), voice response systems (13%) or online chat (12%). (American Express Customer Service Barometer)
  • Experts predict that 85% of business relationships can be handled without human interaction by 2020. (IBM)

What Does It Mean for Your Business?

Newer, less disruptive communication channels are becoming a staple in work environments and consumers are slowly opting more for self-service solutions in terms of customer support. So, at first glance, the future of business phone systems seems bleak. However, the statistics we gathered say otherwise.

Business phone systems remain a crucial software that you should add to your office setup checklist. These tools still prove highly effective in enhancing productivity in the office. It is also best to note that even though customer care is headed towards the use of AI, at the end of the day your clients will still want to be able to connect with your brand through humans and not bots.

Of course, this isn’t to say that you shouldn’t leverage AI systems for your business phone systems. On the contrary, you should take advantage of these and the newer technological advancements in order to keep up with the times. It is also crucial that you not only upgrade your communications software but also your workflow, especially now that VoIP and UC are paving the way for more comprehensive communications operations.

If you don’t already have a business phone system for your company or have yet to upgrade your existing system, don’t worry. There is plenty of VoIP software for small businesses and large enterprises that you can choose from. Hopefully, with this compilation of business phone systems statistics, you were able to get a good idea of what features you should look for in these software solutions as well as how you can enhance your usage of them in the future.

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. No stranger to small business hiccups and drama, having been involved in a few internet startups. Prior to his for-profit ventures, he has had managed corporate communications for a Kansas City-based Children International unit.

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