By Wasana Nadeeshani Sellahewa
(Commonwealth) _ During the past 20 years, the market for VoIP services has expanded rapidly. The sector is still growing thanks to ongoing technology advancements, assistance from the government, and company acceptance. The development of remote work will drive the VoIP sector to expand over the next few years, despite the uncertainties the epidemic poses. Regarding consumption, market share, and income, it really seems to be advancing more quickly than ever. This is particularly true given the current shift in VoIP trends toward the deployment of 5G, the expansion of UCaaS, and a rise in the use of AI.
Speaking of AI, virtual assistants have been increasingly popular over the past several years. 39.4% of internet users use voice assistants on a monthly basis in 2019, according to an eMarketer report (eMarketer, 2019). In other words, about 111.8 million users of Apple’s Siri, Amazon’s Alexa, and Google’s Ok Google utilize these services to browse the web. Moreover, estimates indicate that voice assistant usage increased by 7% during the start of the COVID-19 epidemic (GlobalWebIndex, 2020).
We may anticipate that these virtual assistants will become increasingly wiser as a result of ongoing developments in language processing, capable of responding to more challenging queries from users. For instance, you may automate a number of tedious tasks with the aid of these virtual assistants, including routing calls to agents or leaving voicemails. Furthermore, with these at your disposal, you won’t need to ask agents basic queries because the virtual assistant would know the answer.
Moreover, because these virtual assistants are frequently run by AI, they have the capacity to gather data about your clients. As a result, it makes it simpler for agents to take up conversations where other agents left off by automatically recording prior exchanges. Agents are able to serve customers more individually as a result.
Cloud-based systems will dominate future communication infrastructures. Cloud phone systems are simply a more economical choice for organizations than maintaining in-house networks now that the internet is so widely available. The UCaaS industry is expected to reach $24.8 billion by 2024 as a result (MarketsandMarkets Research, 2020).
With UCaaS, organizations can concentrate on their most important tasks while still having instant access to their data, audio, and video communication on any internet-capable device. UC solutions that are hosted in the cloud are also less prone to become outdated quickly. As providers may often update them, they are more scalable. Moreover, disaster recovery and business continuity are significantly simpler because everything is saved in the cloud.
The way people go about their daily lives has changed as a result of mobility. Not only are calls and texts now possible on phones. These gadgets, which resemble minicomputers, enable users to access social media feeds, instant message pals, and even conduct online shopping from the convenience of their homes.
From a commercial standpoint, mobility has created new possibilities for increasing production and efficiency. Teams will be able to communicate more easily because to it. They may also be able to serve consumers more quickly. As most employees are need to work remotely due to the pandemic, the flexibility provided by mobile communication solutions has also proved beneficial.
VoIP technology has progressed beyond only transmitting voice and video packets. By making sure that all of its endpoints, including cameras and speakers, function to communicate with other devices, VoIP may be expected to remain relevant. Here, VoIP and IoT converge.
IoT links all internet-enabled devices to make data sharing easier, as you can see in the video below. VoIP will be essential in the levels of IoT data transfer and data collecting as this technology advances. VoIP and IoT can alter the way businesses run when utilized together. For instance, businesses are able to construct up smart workplaces.
