The only constant is change!

We expect change. Change is a continual process. As technology has advanced faster, the speed of change has accelerated. Technological advancement drives change in all spheres of human activity. As well as our businesses and professions, it impacts our personal lives. The problem with change happening too fast is that businesses need certainty. 

However, this is an attribute that has sorely been lacking, especially when it comes to economic stability. It seems that we have endured a somewhat rocky road ever since the global financial crisis of 2008. That is some 15 years ago, and it should be history now. But we still reference it as some sort of zero-day when uncertainty became ‘normalised’ and to provide some context for the current period of instability.

No one can predict what will happen with the economic situation and the operating environment, but we can help businesses understand the impact that technology trends are likely to have on VoIP voice calling in 2023 and beyond.

The first thing to say is that by 2025, every business in the UK is going to need to have migrated from legacy telephone technologies if they want to stay in business! That’s because the big switch-off of copper line and ISDN services in December 2025 is just two years away now. This is, of course, just another example of technological change in action…

Five technology trends likely to impact VoIP in 2023 and beyond

There are several possibilities, but here are the ones on the development roadmap for VoIP (Voice over IP) voice calling that we think are most likely to have the biggest influence.

1. 5G technology – The deployment of 5G networks is expected to improve the quality and speed of VoIP internet connections. Quality improvements mean fewer dropped calls and higher reliability. Speed improvements mean that there will be lower latency, which will be evidenced by less delay for more natural voice interactions. 5G also allows for greater scalability connecting more devices and conversations at once, increasing capacity.

2. Artificial intelligence (AI) and machine learning (ML) – These technologies are being integrated into VoIP systems and are set to improve call routing, language translation, and customer service. One area where this is being seen is in the development of natural language processing (NLP) technology, which allows VoIP systems to understand and respond to spoken commands and requests. 

Most obviously, this enables the IVR (Interactive Voice Response) feature to move away from requiring keypad responses by callers and enable voice requests to be processed. AI and ML are also expected to make an impact in the analytics of high-volume call systems, where advanced trend and pattern analysis may improve the understanding of how to better service callers, driving further innovations in services.

3. Internet of Things (IoT) – Integrating VoIP systems with IoT devices, such as smart thermostats and security cameras, already allows businesses to automate and remotely control various aspects of their operations.

In the future, expect the collection and analytics of data from IoT devices to create opportunities for customer-facing innovations in products and services. For example, a product owned by a customer may need maintenance, and a CRM system that is integrated with IoT and VoIP could schedule a call to discuss making an appointment with a customer.

4. Remote work – There is no rowing back on the trend for remote work, and VoIP systems will continue to play a critical role in enabling individuals and teams engaged in remote and hybrid working patterns to communicate and collaborate effectively.

The impacts of 5G on VoIP, including quality and scalability, are likely to support better VoIP services to support remote workers. The increased capacity and integration with other technologies such as IoT is likely to mean increased capability for remote and hybrid workers.

5. Tightened security –  As more businesses rely on VoIP systems, there will be a greater focus on ensuring the security and privacy of these systems. This is likely to involve the use of encryption and other robust security measures to protect against cyber and insider threats.

As AI and ML become more influential, their impact is going to filter down. NLP is now at the stage where it can be used as a biosecurity tool. Identifying people speaking on a VoIP call by comparing it to a ‘voice print’ obtained from analysing previous VoIP calls is a very reliable means of obtaining identity verification. The technique detects attempts to fraudulently impersonate someone, and it can also identify verified callers who are under stress that may result from being forced to make a call under duress.

Overall, these trends are likely to lead to the development of more advanced and sophisticated VoIP systems that can support a wide range of business needs. Keep watching this space for news on Soho66 new products and features.

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Categories: VoIP Trends