Since their introduction, the mix of data and voice capabilities offered by low-cost VoIP services allowed many organizations to profit from them. Transforming the way businesses communicate with their customers and employees, VoIP has grown even more popular today among many organizations worldwide.
In this article, we list down some of the most noteworthy VoIP software statistics for 2022. From general market statistics to forecasts and industry challenges, this compilation should give you a clearer view of where VoIP software stands in the market and how you can maximize its benefits to your organization.
VoIP Software Statistics Table of Contents
1. General VoIP Software Statistics
Over the last decade, the VoIP market has shown steady growth and progress. This comes as no surprise since VoIP systems provide reliability, flexibility, and higher call quality to businesses worldwide. As a result, more businesses turn to VoIP solutions to meet customer demands and expectations. As it replaces landline phone systems with a more affordable voice communication solution, VoIP becomes a definitive choice for consumers and businesses alike.
Propelled by the rapidly growing use of VoIP networks and increasing commercialization of 4G and 5G networks, the VoIP market is showing no signs of slowing down. The increasing trend of mobility in businesses is also another factor driving the growth of the VoIP market. Below is a compilation of noteworthy VoIP software statistics.
- From $85.2 billion in 2021, the global market for VoIP services is expected to grow to $102.5 billion by 2026. (Research and Markets, 2021)
- For the period of 2021-2026, the VoIP service market is forecast to grow at a compound annual growth rate (CAGR) of 3.8%. (Research and Markets, 2021)
- The corporate VoIP services market was worth $68.3 billion in 2021. (Research and Markets, 2021)
- By 2026, the corporate VoIP services market is expected to grow to $83.0 billion. (Research and Markets, 2021)
- For the period of 2021-2026, the corporate VoIP market is forecast to grow at a compound annual growth rate (CAGR) of 4.0%. (Research and Markets, 2021)
- Meanwhile, the individual VoIP market share 2021 is worth $16.9 billion. (Research and Markets, 2021)
- By 2026, the individual VoIP services market is expected to grow to $19.5 billion at a CAGR of 3.0%. (Research and Markets, 2021)
- Last 2020, the market size of VoIP services was worth $30 billion. (Global Market Insights, 2021)
- By 2027, the market value projection for VoIP services is $95 billion. (Global Market Insights, 2021)
- From 2021 to 2027, the market size for VoIP services will continue to rise at a CAGR of 15%. (Global Market Insights, 2021)
- The VoIP market share 2020 for domestic call type segment accounted for more than $5 billion in the United States. (Global Market Insights, 2021)
- By 2024, the VoIP market will reach an estimated $194.5 market growth. (Hosting Tribunal, 2021)
2. Impact of COVID-19 on VoIP Services Statistics
Amid the ongoing COVID-19 pandemic, the majority of businesses had to follow essential remote working protocols. To ease the transition to work-from-home setups and improve team collaboration in a remote setting, VoIP services became a necessity for many organizations all over the world.
Through VoIP solutions, users can easily place their calls from handheld devices, such as laptops, desktops, or mobile apps. This makes it easier for any user to communicate with anyone in the world regardless of their physical location. In addition, most VoIP systems offer a more cost-effective solution compared to other phone systems that require physical hardware and installation.
With the COVID-19 pandemic enforcing a remote setup on most businesses, VoIP services continue to gain market traction year after year. To best understand the impact of COVID-19 in the VoIP industry, here are some of the latest statistics on the subject.
- At the start of the pandemic in 2020, mobile network operators noticed a 25-30% average increase in wireless voice minutes. (Allot, 2020)
- In India, data findings reveal a 15%-20% overall increase in mobile usage. (Allot, 2020)
- Streaming on mobile devices also increased by 7%. (Allot, 2020)
- Usage of social media and meeting applications also increased by 35% during the COVID-19 pandemic. (Allot, 2020)
- As an effect of the pandemic in the communication sector, voice and video calls more than tripled in 2020. (Parks Associates, 2020)
- In India, the average time spent using chat VOIP applications was around 4.5 hours from January to July 2020. (Nielsen, 2020)
Streaming Vs. Social Media and Meeting Application Usage in Mobiles
Percentage Increases During COVID-19
Source: Allot (2020)
Designed by3. Adoption and Usage of VoIP Software Statistics
In today’s Internet-driven society, more businesses are finding VoIP services as a better, more affordable alternative to traditional phone systems. Basically, a VoIP system transmits all your voice calls via the Internet and turns your communication data into packets sent over your IP network. It allows you to make calls and join video conferences from anywhere in the world. With a VoIP system in place, you can easily connect and interact with your clients and coworkers.
Aside from video conferencing and call management features, most VoIP systems today offer chat and text messaging features to further improve communication within your organization. Whether you are using a laptop, desktop computer, or a mobile device, you can simply send individual or group messages to any of your contacts using the VoIP app of your choice.
Due to its cost-saving and productivity-improving features, businesses are now recognizing the benefits of VoIP solutions. Here are some of the latest VoIP adoption statistics that we have gathered from various sources:
- 31% of businesses utilize a VoIP solution in their organization. (Multicominc, 2021)
- After switching to VoIP, businesses saw average savings of 50% to 75%. (Multicominc, 2021)
- Web conferencing and integrated voice features from a VoIP app can reduce conferencing expenses by up to 30%. (Multicomic, 2021)
- Small businesses that use VoIP systems instead of traditional phone services save around 45% in their expenses per month. (Multicomic, 2021)
- In Australia, Zoom usage increased to more than 100% in 2020. (Allot, 2020)
- In 2021, almost 3 billion people were using mobile VoIP. (Hosting Tribunal, 2021)
- 61% will be replacing traditional phone systems with a VoIP solution. (Hosting Tribunal, 2021)
- By the end of 2020, there will be around 204.8 billion VoIP subscribers worldwide. (Hosting Tribunal, 2021)
- Companies that implemented a VoIP system saved as much as 50% on telecom costs. (Hosting Tribunal, 2021)
- 67% of employees find it much easier to handle phone calls using a VoIP solution. (Spectrumvoip, 2020)
- Startup businesses save around 90% in starting costs upon implementing a VoIP system. (Startupanz, 2021)
- Latest productivity statistics reveal that small businesses experience 77% improved productivity when using VoIP features. (CISCO, 2021)
- Android dominates the VoIP market and was valued at $90 billion in 2020. (Wisdomplexus, 2020)
4. VoIP and Technology Statistics
Over the last few decades, the global VoIP industry has experienced exponential growth in terms of usage, market share, and revenue. Latest technological advancements have also allowed VoIP services to introduce newer and improved features to their users.
AI and 5G networks are only some of the latest trends shaping the future of the VoIP industry. With the advent of these VoIP technologies, users can experience promising improvements in contact center operations and web conferencing.
AI Adoption in VoIP Services
AI-enabled VoIP systems allow businesses to manage their contact center and customer support operations more efficiently. For instance, AI collects data about a caller’s personality, moods, and call history and then automatically routes the call to the right agent. This reduces the need for human intervention, allowing you to save time and perform more productive tasks in your day-to-day operations.
AI also advances the web conferencing features of VoIP systems through speech recognition technology and real-time language translation. With an AI-enhanced web conferencing tool, your business can efficiently serve customers who come from diverse backgrounds and different geographic locations.
Here are some of the latest statistics on AI adoption in the VoIP industry:
- AI statistics reveal that by the year 2025, 95% of all customer interactions will be powered by AI. (Nextiva, 2021)
- In 2020, 8 out of 10 businesses have already adopted AI in their customer service solution. (Oracle, 2020)
- By 2035, AI technologies are expected to improve business productivity by up to 40%. (Accenture, 2021)
- 40% of adults access AI-enabled voice search tools, such as Siri, Cortana, and Alexa, at least once per day. (Nextiva, 2021)
5G Network Adoption in VoIP Services
Any talk of VoIP software statistics will always take into account 5G technology. As 5G provides a more stable mobile network for mass adoption of mobile communication, it has now become the global standard for VoIP services. Compared to 4G and older networks, 5G provides more responsive capabilities and better network latency, allowing users to access higher quality of voice and video calls.
5G also ensures a better user experience by reducing network delays and facilitating smoother connections. With 5G’s sufficient transfer speeds, most VoIP solutions are now able to accommodate 4K and 8K resolution videos. The technology also supports an increased number of participants in web conferences, which is ideal for businesses that need to conduct large-scale video meetings on a regular basis.
Below is a compilation of the latest statistics on 5G network adoption in the VoIP industry:
- With a 73% share of 5G mobile connections in the world, South Korea is forecast to have the highest share of 5G mobile connections among the leading markets for 5G networks by 2025. (GSMA, 2021)
- United States and Japan follow next, with each having a 68% share of 5G mobile connections. (GSMA, 2021)
- Latest 5G statistics reveal that 5G networks are expected to reach over 222 million subscribers in 2024. (eMarketer, 2021)
- Meanwhile, 4G subscriptions are expected to drop from 313 million in 2019 to 154 million in 2024. (eMarketer, 2021)
Source: Emarketer (2021)
5. VoIP Challenges Statistics
While VoIP increasingly becomes more popular within businesses in various industries, there are still plenty of challenges that users experience, especially when it comes to complexity, security, and overall reliability.
Complexity
As with any new technology platform in the workplace, the average user needs some time to become familiar with new applications and get a firm grasp of how to handle new technology. For some VoIP users, this is an area of frustration, especially for VoIP systems that are not user-friendly and are much more complicated than expected. In some cases, managers have to learn new technical terminologies and gain expertise in managing VoIP systems.
- 83% of companies lose customers due to communication issues. (Nextiva, 2020)
- Accordingly, 63% of customers stop doing business with a brand because of poor customer service. (Microsoft Dynamics 365, 2018)
- Businesses using cloud-based contact centers saw a 15% reduction in IT support costs. (Nextiva, 2020)
Security
One of the downsides of having a VoIP system is that it may not be as secure as a traditional phone system. As an IP-based technology, VoIP exposes communication data sent over the Internet through several servers. This could lead to potential data breaches and other cyber security issues that could place your business at serious risks.
- According to the latest VoIP calls statistics, 1 in every 6 adults falls victim to scam calls in the US. (TrueCaller, 2019)
- 25% of all Wi-Fi hotspots in the world are not secured and encrypted. (Salesforce, 2021)
- 94% of businesses report an improvement in security upon switching to cloud-based communication services. (Salesforce, 2021)
Reliability
The latest VoIP reliability statistics only prove that these systems vary greatly when it comes to technical aptitude and quality of service. If you are not using a reliable VoIP platform, packet loss could become a formidable challenge, resulting in delayed emails and choppy, low-quality phone calls. A VoIP system with sophisticated remote bandwidth management tools, however, should provide you with reliable and high-quality professional calls and web conferencing experience.
- 86% of customers consult 3 to 5 communication channels when trying to resolve an issue. (McKinsey, 2020)
- 87% of individuals use their mobile phones for communication. (Nextiva, 2020)
- Over the past two years, 48% of business professionals have used video conferencing more frequently. (Nextiva, 2020)
Most Popular VoIP Software
To help you choose the right VoIP solution for your organization, here are some of the best VoIP software today.
- RingCentral. An industry-leading VoIP software that offers plenty of communication tools, such as video conferencing, audio calls, and team messaging. RingCentral also supports integrations with most business applications, enabling you to deliver a more efficient CRM experience to your customers.
- 8×8. A popular VoIP software that unifies all your communication tools in one platform. It provides features like hosted PBX, extension dialing, and call forwarding.
- Ooma Office. An affordable and reliable VoIP solution ideal for small to medium businesses and freelancers. It comes with a robust set of features, such as call forwarding, ring groups, and call transfers.
- Acefone. A powerful and intuitive hosted phone system. It provides a variety of communication features to support businesses in their sales and customer service operations.
- Megacall. A virtual telephony system that leverages VoIP technology. It enables businesses to manage telephone calls and customer queries in a more efficient manner.
The Future of VoIP Is Now
Judging from the presented VoIP software statistics, it comes as no surprise to anyone if today’s current landlines and fixed telephone services are to become obsolete in the future. You have seen the numbers above, and they prove only one thing: in this era where everything is going digital, VoIP services are now considered the modern communication standard.
If your business is still relying on landline phone systems or costly PBX installations, now might be the best time to switch to a VoIP solution. After all, there are plenty of emerging communication channels today that can accommodate several functionalities at once. Most VoIP systems have voice and video calls, as well as built-in SMS and instant messaging tools. Just remember, it only takes the right tools and applications to keep abreast of the technological shifts in the VoIP industry.
To help you explore some of the best product choices for VoIP solutions, you may check out our guide to the best VoIP software for small businesses.
References:
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- Allot. (2020). Allot: Network Intelligence & Security Solutions – Know it. Control it. Secure it.
- CISCO. (2021). 16 key VoIP stats to get you in the world of internet telephony. HostingTribunal.
- Emarketer. (2021). 5G wireless will see years of explosive user growth. Insider Intelligence.
- Global Market Insights. (2021, April 26). VoIP market size forecast 2021-2027 | Industry share analysis report. Global Market Insights Inc.
- GSMA. (2021). The Mobile Economy North America 2021. GSMA.
- Hosting Tribunal. (2020, December 31). 16 key VoIP stats to get you in the world of internet telephony. HostingTribunal.
- Mckinsey. (2020, June 22). Redefine the omnichannel approach: Focus on what truly matters. McKinsey & Company.
- Microsoft Dynamics 365. (2018). Microsoft.
- Multicominc. (2021, December 17). VoIP – Cold, hard VoIP facts | Multicom. Multicom.
- Nextiva. (2021, October 26). 35+ VoIP statistics & trends for growing businesses. Nextiva Blog.
- Nielsen. (2020). Digital Marketing Institute – Academy for Digital Marketing Courses.
- Oracle. (2020). Oracle | Cloud Applications and Cloud Platform.
- Parks Associates. (2020). Voice and video calls more than tripled during COVID-19 pandemic. Parks Associates.
- Research and Markets, & M. (2021). Global VoIP services market 2021-2026. Research and Markets.
- Salesforce. (2021). 12 benefits of cloud computing and its advantages. Salesforce.com.
- SpectrumVoIP. (2020). 16 key VoIP stats to get you in the world of internet telephony. HostingTribunal.
- Startupanz. (2020). 16 key VoIP stats to get you in the world of internet telephony. HostingTribunal.
- Truecaller. (2019, December 3). Truecaller insights: Top 20 countries affected by spam calls & SMS in 2019. Truecaller Blog.
- Wisdomplexus. (2020). 16 key VoIP stats to get you in the world of internet telephony. HostingTribunal.
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