VoIP Trends in 2024 and Beyond

Voice over IP or VoIP is the ability to make phone calls using an internet connection rather than a traditional phone line. Businesses have adopted VoIP en masse in recent years, as can be seen by the consistently rising value of the VoIP market. As the way firms communicate with their customers changes, VoIP technology is adapting. Below, we explore some of the exciting advances in VoIP systems and potential trends for the future.

VoIP and AI

AI (artificial intelligence) and machine learning are impacting many aspects of business right now. VoIP services are just one facet of business that could benefit from AI-powered automation, transcription, and even enhanced security.

One of the most useful aspects of AI is natural language generation/processing (NLG/NLP). AI uses large language models (LLMs) to produce text that is close to human-generated writing. While this technique is generally associated with chatbots and messaging services, some VoIP systems are now utilizing it. IVR systems, for example, can become a conversational experience rather than a simple list of options. Customers should gain access to the services they want faster, which can improve a company’s reputation and increase consumer loyalty.

AI is also becoming heavily integrated into the analytics of call centers and other phone-based operations. Business intelligence (BI) tools powered by AI can sift large volumes of data fast. They provide insights into performance and even forecast future trends and peak times. But with NLG/NLP, they can go further, analyzing calls for repeated phrases and keywords. A provider of flat-pack furniture might discover that most calls are about instructions sheets not being clear enough. While a SaaS provider could find out that their service was experiencing downtime that their internal reporting systems hadn’t flagged.

VoIP providers are also utilizing AI for security. AI-powered protocols can detect potential vulnerabilities before they become problematic. Automated AI services can also probe a network at regular intervals for weaknesses and report those to a company’s chief information security officer (CISO).

Enhanced Cybersecurity for Internet Communications Services

AI is just one of the methods VoIP providers use to bolster cybersecurity. Security is such a major concern as VoIP connections can represent various entry points for malicious actors (cybercriminals) to access a company’s networks. This becomes particularly challenging to manage when firms utilize multiple devices, especially personal devices, to access a company network.

In 2023, a prominent voice and video conferencing app was attacked using a Trojan — a piece of malware designed to collect various forms of data. The attack potentially impacted 600,000 businesses, including several Fortune 500 companies. While companies can browse a government-published list of “indicators of compromise,” all were recommended to remove and reinstall any apps from the attacked firm for safety. Today, VoIP providers integrate security services such as data encryption at rest as well as in transit. These techniques ensure that data is always inaccessible, regardless of where it is in the communications network. As cybercriminals become more opportunistic and attacks become more complex, security solutions are evolving at a similar pace.

Telecoms are always one of the most-attacked industries when it comes to cybercrime, primarily because of the impact loss of service has. Cybercriminals like to cause wide levels of disruption in the hope of gleaning ransoms or business-critical data that they can use as leverage. Expect to see VoIP providers using enhanced cybersecurity as a major selling point over the next few years to combat these types of attacks.

Unified Communications as a Service (UCaaS)

Software as a Service (SaaS) is the preferred way for most businesses to source their apps and cloud-based business solutions. In fact, around 90% of businesses now utilize subscription-based software rather than single-purchase programs or systems.

This business model of providing services on a subscription basis has shifted into communications. Some providers are now offering VoIP alongside other communications solutions in a single, unified package. These Unified Communications as a Service or UCaaS offerings could become the norm, offering:

  • Landline services
  • VoIP solutions
  • High-speed internet
  • Video conferencing packages
  • Smartphone contracts
  • Collaborative messaging tools

The appeal of UCaaS is that businesses only need to deal with one provider. The downside is the potential for vendor lock-in. In other words, firms may find it difficult to change provider as they have to move all their services at once. To make these packages appealing, providers must make contracts flexible and even modular, allowing firms to pick and choose the services they need. Ideally, a business should be able to easily drop a service that’s not working for them and add new ones that will bring meaningful benefits.

VoIP Providers Focusing on Regulatory Compliance

From robocalling legislation to data protection laws, there are a number of regulatory laws and guidelines telecom providers and users must adhere to. AI-powered dialers, for example, may collect and process large volumes of personal data. Companies must ensure that this data is treated according to all relevant data protection rules, for example, the General Data Protection Regulation (GDPR) or California Consumer Privacy Act (CCPA). An AI bot may collect a customer’s email address via an automated call. If that email is then used for marketing without consent, the company could face fines.

Similarly, businesses must ensure they’re not using their advanced VoIP tools to spam customers with unnecessary calls or texts. The Federal Communications Commission (FCC) is already proposing fines of between $2M and $6M for companies that fail to follow the current laws. Unwanted robocalls and texts are the FCC’s top complaint from consumers, highlighting how careful businesses must be to avoid alienating and aggravating their consumer base.

Expect to see VoIP providers vying for your business by promoting their ability to help you ensure compliance with state and federal laws.

Understanding the upcoming trends in VoIP can help you make informed choices about your next steps when sourcing communications solutions. DTS is here for all your office technology needs, including voice, video conferencing, and more. If your business is in Bloomington or other areas in and around Minneapolis and St. Paul, contact us and discover how we can transform your communications systems.