Like with a lot of technologies, VoIP slowly crept into public knowledge. Discussions surrounding how 5G will lead to great changes for business helped bring VoIP into the limelight. But what the hell is it? VoIP stands for Voice over Internet Protocol and can be seen as software that allows calls to happen over the Internet rather than via traditional fixed-line connections. There are five current trends, expected to continue into the near future that will drive the adoption of VoIP. Those being reduced costs increased 5G adoption, increased use of artificial intelligence (AI), and VoIP support for the Internet of Things (IoT).
One can find articles dating back to 2012 predicting a drastic reduction in costs. These predictions have subsequently been proven correct in the years that followed which prompted many to start looking into Voice over Internet Protocol API technology. Research has shown that businesses that have adopted the technology have seen some substantial savings with telecommunications and phone bills dropping by 30%. Organizations saw a reduction of 40% for local calls and a whopping 90% on international calls.
Increased 5G Adoption
The debate around the rollout of 5G has involved a cooling of the relationship between the US, and its Allies, and China. Not only have geopolitical realities tried to stifle the technologies roll out but several conspiracy theories set the Internet ablaze that proclaimed the technology evil. These events may have slowed down the adoption but the technology offers too many advantages to be halted completely. Research suggests that 5G will allow for vastly improved data transfer speeds and reduce the instances of dropped calls by nearly half the current rate. This in turn will greatly improve the level of services as well as the services in general offered by VoIP providers.
Where AI comes into play with VoIP technology can best be seen in customer service. AI and machine learning have shown to be great tools in making call centers more efficient and allowing customers to solve their problems faster and with less frustration. These measures generally involve the adoption of self-help options that allow customers to solve issues or disputes without the need for an agent who may or may not be able to help. Over time AI bots will become better at compartmentalizing calls so that the caller’s time is not wasted as well as predicting customer behavior to supplement existing technology.
VoIP Support for IoT
Our printers, TVs, and fridges all connect to the Internet in what has been termed the Internet of Things, and as AI is also been used to further develop and improve the services of these devices, so too can it be used to improve VoIP. An area proposed by experts is instances where VoIP can be used to support the Internet of Things devices via the use of virtual assistants. Virtual assistants can be used to automate mundane tasks as well as collect usable data from customers. These can all be used to improve staff performance as well as overall customer experience.
Businesses have been quick to realize the potential behind VoIP and many have already switched and seen the benefits first hand. As the use of VoIP increases and supplementary technologies further developed the adoption of VoIP is expected to increase drastically.