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How COVID19 Has Changed VOIP In 2020 And Beyond

The COVID-19 outbreak has affected every area of life globally. This has resulted in a lot of changes in organizations. Social distancing, self-isolation, and other regulations aimed at ending the pandemic are quickly changing how billions communicate.

Operators and communications service providers have to be resilient in their services and innovate and adapt to changing consumer demand. Most operators have been able to effectively adapt to the rise in demand.

Governments in all countries battling the COVID-19 pandemic have enforced policies to reduce the spread of the virus by drastically reducing physical contact between people.

Business owners have had to change their company telephony to accommodate their employees, customers, and partners. They are resorting to all kinds of digital communication to compensate for the lack of in-person communication, thereby creating more traffic for operators.

A lot of things have changed about how employees communicate post COVID-19. With most companies going remote, small businesses have had to figure out the best way to communicate if they want to remain relevant.

In the last few months, a lot of organizations have struggled with messaging, while others have been decisive, clear, and empathetic – developing trust with both new and existing customers.

There’s no one way to operate a business, but the truth is, most businesses have found it difficult handling the sudden change in consumer behavior, and are struggling to survive this tempestuous time.

The pandemic has changed the expectations for business communications. Let’s take a look at how VoIP telephony has changed as a result of the COVID-19 pandemic, and explore how businesses can improve their communication strategy to maintain the best connection with workers and clients.

  • Honesty

This is one of the best qualities of business communications that a company can embrace. At the beginning of the COVID-19 outbreak, this played out in a very public way. Some companies made early public statements and were able to act fast and decisively.

They were transparent with their stakeholders, and it gave them a much-needed reassurance. Other organizations tried to pretend that everything was fine by either ignoring the rising outbreak or even using the vulnerability of people to sell their products.

Looking beyond, this will become very vital because clients and customers look for reassurance that attending meetings, or going shopping won’t expose them to unnecessary danger.

  • Support

Presently, friends and families worldwide are depending on each other for support. Businesses need to choose their values. They may decide to close ranks and do what they need to do to ensure they have a steady income.

This could include anything from sacking staff to reducing salaries and eliminating benefits. Other businesses have taken this opportunity to explore a greater connection with their market.

  • Flexibility

A lot of companies learned the hard way that going to the office daily may no longer be an option for many employees. Even if they can safely open and operate, parents will still worry about their children who are alone at home and cannot attend after-school programs, or other social activities.

Instead of continuing with the traditional office working environment, smart businesses are pivoting to new ways of working as a result of VoIP telephony. Most have adopted new flexible rules that make it possible for them to remain connected, no matter the location of their staff. One great instance of this is making use of a VoIP telephony network as a business phone service. These services can be scaled easily, and since they’re tied to the same location, they make it possible for customers to call into one number and efficiently transition to any staff member.

Impacts of Covid-19 on VoIP Telephony

  1. Network resiliency and usage

VoIP companies have witnessed large spikes and a lot of countries recorded a large volume of voice calls that are exponentially rising.

  1. Client satisfaction

Globally, VoIP telephony is taking on various ways to improve customer satisfaction and give business owners quick access to their employees.

VoIP has increased the capacity and gives unlimited calls and some of the companies are providing free networking tools or some have lowered their cost to encourage their customers to work from home during the COVID-19 pandemic.

  1. Financial concerns

VoIP businesses have not been affected much by the outbreak, but some organizations can face some problems with the cash flow.

Most VoIP companies have invested in their network for a long-term period, and some are looking forward to 5G technology because it will increase speed and reliability.

Trends to look out for in 2021 and beyond

VoIP telephony has been growing for the last few years, and with improvements in technology, wider support, and adoption across various enterprises, this market will not slow down any time soon. It is reported that the use of VoIP and its market share are exponentially increasing, and will continue to do so.

As more businesses adopt and depend on VoIP, below are some trends in this market segment to ensure you and your business are fully using it.

  • Using 5G

It is almost impossible to talk about any internet-based service without speaking about 5G. This fifth-generation wireless network technology is will radically change internet connectivity.

The major benefits include quicker internet speeds and shorter response times, all while getting rid of data loss and jitter. This means that VoIP users will see improved call quality, faster connections when calls are being made and received, and better capacities.

  • Artificial Intelligence (AI) Integration

AI is everywhere; you can see it on the Facebook page of your favorite brand answering frequently asked questions. Now, businesses are looking to leverage AI for customer service.

Some are making big investments in the development of automated customer service agents, threat prevention systems, and sales processes automation, all made possible by AI.

  • Higher Demand for Communications as a Service

Recently, communication channels have regularly consolidated into a single service. This has given rise to Unified Communications as a Service (UCaaS). These services make use of VoIP as the underlying technology, but they give much more than voice calls.

One of the biggest benefits of using this service is that it can save businesses both time and money when setting up their communications networks because they would no longer have to buy and install separate video and audio equipment, voice solutions, and instant messaging software.

  • Number Porting

Companies desire to remain accessible to their clients at all times. This will be impossible if they change their phone numbers. There are new initiatives that can help companies remain accessible.

They make it possible for them to have one permanent phone number, and if a company decides to change network providers or even switch to a VoIP service, they move with their numbers.