Sales Director
As VoIP continues to be the go-to for business communication, it’s clear that we’ve only seen a sample of what this innovative technology can offer. From the integration of AI, to improved security protocols; these are just a few of the trends shaping digital communication. In this article, we look at the trends that are set to define VoIP, sharing insight into the advances that 2024 may bring.
If you’d like to learn more about VoIP, you can access our article What is VoIP? here.
As technology advances in sophistication, so do the threats to its security. With more businesses moving to digital communication, it’s becoming easier for cyber-criminals to steal sensitive information for profit. Educating yourself on cyber-attacks like phishing and malware is a great start, but with a 72% increase in data breaches in 2023, it’s essential to have protection in place.
2024 promises advancements in End-to-end encryption (E2EE). Though it has existed in some form since the early 90s, E2EE looks to tighten security with processes like quantum and homomorphic encryption.
The former uses quantum mechanics to scramble data, preventing anyone without a ‘key’ from accessing it. The latter uses an algebraic system to encrypt active data, protecting sensitive information during actions like online searches or financial transactions.
These reinforcements work harder when securing voice and data transmissions, ensuring that communication remains confidential and protected from unauthorised access.
On top of these innovations, processes like Multi-factor authentication (MFA) will help companies ditch the need to remember passwords, using biometric tech to store and access them. Alongside the extra layers of security, this will allow your workforce access to your systems wherever they are, while reducing the risk of password theft.
If you’re working with customer data, robust security measures protect any communication or data transmitted over your VoIP network. Investing in relevant security reduces the risk of data breaches, financial losses, and reputational damage.
It’s also worth considering whether your systems are compliant with industry regulations like GDPR and HIPAA. This ensures you’re following the right steps to protect your data, while prioritising the security of your VoIP system during deployment and management.
Those familiar with VoIP may have heard of Unified Communications (UC). UC platforms, like T2K’s 3CX package, sit within your VoIP systems, integrating your most used tools into a unified platform. This includes voice and video calling, instant messaging, and collaboration applications.
Generative AI looks to play a big part in UC in 2024. This includes making it easier for businesses using VoIP to eliminate time-consuming tasks, creating noticeable efficiency within their processes.
While Unified communication allows users to perform multiple actions at once (saving workers up to 43 minutes daily), generative AI pushes this further by allowing automation of repetitive tasks.
Combining UC and AI, means you’ll be able to automate responses across various channels including messages, emails, or queries received through integrated UC platforms. AI does this by tailoring responses based on the conversation context; saving time for users and ensuring consistent communication.
You’ll also see AI readers popping up in online meetings; taking notes, creating agendas, summarising and even translating for those who need it.
The increased use of AI looks to transform business operations. If you’re planning to use UC platforms along with AI, you’ll find countless time-saving benefits. These include call routing, tools for analysing tone and emotion in conversation, and forecasting tools to analyse call volumes. As AI becomes more intuitive, it will perform more tasks, executing them to a higher level of detail and accuracy.
Where companies once housed bulky PBX systems onsite, a current move towards cloud-based VoIP solutions suggests a need for convenience and outsourcing of complex systems. Cloud-based VoIP offers many advantages over traditional on-premises systems, including scalability, flexibility, and reduced pricing.
With the disconnection of traditional landlines less than a year away, more businesses are switching to VoIP. They still have the option to host their connection on their premises, however many businesses prefer to let their provider handle things, with a continued 86% rise in cloud-based VoIP interest during and after the pandemic. As the year progresses, many providers are also promoting their services as net-zero in carbon footprints as an added environmental benefit.
Cloud-based VoIP solutions, unlike onsite models, are stored and maintained in the cloud. They can be managed by your business, or by your provider. This means fewer onsite IT resources are needed, reducing costs and saving time. It also means fewer onsite visits from maintenance engineers, as everything is managed at your provider's end.
Cloud-based systems can easily accommodate changes in demand too (like call volume) and provide equal support for your remote and in-office staff. Even timely (often costly) system updates are carried out at your provider's end, all while your business remains fully operational.
If you’re considering switching to cloud-based VoIP, keep in mind that different providers offer a range of options and packages. Take your time selecting your service, ensuring that it meets your needs, such as bandwidth capacity and the ability to adapt to your changing business.
Of course, the most important consideration is security. Assess the reputation of your provider, while also asking questions around stability and downtime that may disrupt business.
Another upside to digital systems is a focus on the usability of communication platforms. A large factor in this has been the integration of UC platforms, which allow you to use different tools side-by-side. This focus has widened to include remote devices, ensuring accessibility outside the office workspace.
UX design in VoIP applications has become increasingly important, particularly with the rise of remote and mobile work. A well-designed UX enhances usability and accessibility, leading to happy staff, and in turn happy customers.
A recent increase in smartphones and tablets used in the workplace has led to demand for mobile VoIP apps. 2024 sees VoIP providers introducing more app-based functionality, but focusing on UX. These apps centre around intuitive interfaces, creating easier access to frequently used features within the app.
H3: What does this mean for VoIP users?
Focusing on UX in mobile devices means it’ll be easier than ever for staff to provide excellent customer service, wherever they are. An added benefit is the ability to collaborate from anywhere, allowing your employees the same access across all platforms. This makes sharing ideas, video calls on the go, and training far more accessible.
Keeping an eye on this trend is important because user-friendly systems breed efficiency. The less time spent trying to find a hidden app feature, the quicker staff can help customers or answer questions from colleagues. Plus - providing powerful, accessible tools to make complex processes easier fosters appreciation from staff - leading to elevated morale and productivity.
The VoIP industry is set to evolve significantly in the year ahead.
Trends include security advancements, and using innovative methods to keep your data safer than ever. Alongside this, Cloud-based VoIP services, AI integrations and mobile UX are set to deliver reduced IT cost, handy time-saving measures, and greater collaborative capabilities for your workforce.
Keeping track of these areas, alongside other emerging trends lets you keep your finger on the pulse of business communication, while future-proofing your system against any potential challenges that may emerge.
If you’re interested in switching to a VoIP system but want to learn more about the trends mentioned in this article, contact T2K today for friendly and knowledgeable advice.
Having worked for T2k for nearly 25 years, it's fair to say that Lee is an expert when it comes to all things telephony and business communications. Overseeing the commercial side of the business, he has helped the company evolve and grow through the decades. In recent years, and with the advent of VoIP and hosted telephony, Lee has made sure that T2k is at the forefront of technological developments. With a firm interest in helping businesses navigate the world of telecoms, Lee is responsible for the majority of the content on this website.
