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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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