1.  Artificial Intelligence to Automate Processes

From helping you choose a TV series on Netflix to buying a product on Amazon, AI is everywhere. Whether you visit a website to hire a service or passively scroll through a social media feed, every platform and service uses it to add more value. That is why the VOIP sector is also adopting it. AI is being used in sales process automation, automated customer service agents and threat prevention. In fact, by 2025, 95% of customer interactions will be managed without humans.

For instance, the call center industry has incorporated AI into its service delivery by offering self-help options that help customers with fast solutions, allowing call center agents to prioritize and deal with the more pressing issues. Businesses can also implement AI functionalities in their VOIP systems to predict customer behavior and generate key insights.

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2.  Multi-Layer Security to Address Vulnerabilities

VOIP security breaches have been a part of front-page headlines for a long time. In 2019, a bunch of high-profile WhatsApp accounts were targeted by a cyberthreat that could infect malware onto their phones. The sophisticated hack could steal the data by simply calling these victims, even if they didn’t pick up the call.

As a consequence of these breaches, VOIP services will adopt more powerful multi-layer security solutions in 2021 to prevent cyber threats.

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3.  Development of Collaboration Features

With more businesses embracing Unified Communication as a Service (UCaaS) to consolidate their communication requirements into a single centralized platform, VOIP providers will develop more features to improve content sharing, team collaboration and meeting support to attract business users.

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4.  5G Adoption

Today, it is hard to have a discussion on any Internet-based service without bringing up 5G. 5G is the fifth-generation wireless technology that is projected to change internet connectivity forever. The primary benefits of 5G include shorter response times, and faster internet speeds while at the same time eliminating packet loss during data transfer.

In the VOIP context, 5G will enhance call quality and increase the speed of connections during call dialing/receiving. 5G is especially useful in enabling VOIP to integrate video and other modern forms of communication.

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5.  Rising VOIP Usage in Educational Institutions

Traditionally, VOIP usage was not widespread in universities and schools. Due to the ongoing pandemic, many educational institutions are adopting VOIP communication. With the trend of online learning gaining popularity, this usage will only grow more.

Do you want to make sure your company can adapt to these trends? Reach out to Lightspeed Voice, one of the leading VOIP providers in the industry. We will help you make the most out of your VOIP system.