Top 30 Must-know VoIP Statistics and Trends for 2023

Companies utilize Voice over Internet Protocol (VoIP) for cost savings, scalability, and improved collaboration. 

This internet-based telephony entered the market in 2004, and since then, it has successfully replaced landlines and other hardwired systems.

It has transformed business communications allowing staff members to use VoIP on their desk phones, personal computers, and mobile devices.

We will provide statistics on why the significant shift to VoIP systems happened and why upcoming businesses are upgrading.

This article focuses on VoIP statistics and news that you must know. So, let’s dive in.

VoIP Adoption and Global Market Size

In the following segment, we present statistics that illustrate the remarkable growth of VoIP following the decline of traditional landlines.

1. The global VoIP market will reach $194.5 billion by 2024.

Studies indicate that the rapid growth of VoIP can be attributed to several critical factors, including its cost-effectiveness in setup and maintenance, the minimal requirement for staff support, enhanced reliability, and a wide range of robust features. Businesses have realized that they require more than just basic phone call capabilities. 

Some of the best VoIP providers offer comprehensive support for advanced features such as unlimited calling, video conferencing, analytics, and more. 

These will all be done without the need for expensive infrastructure or the limitations of a traditional PBX service.

(Source: MarketsandMarkets)

2. In 2019, nearly 60% of adults in the United States did not own a landline in their homes.

This trend away from traditional landlines has been steadily ongoing since 2004. 

The increasing prevalence of mobile phone usage and the emergence of VoIP technology have rendered landlines increasingly obsolete.

If this pattern persists, landlines could ultimately meet the same fate as outdated technologies like CDs and VCRs, becoming relics of the past.

(Source: CDC)

3. By 2027, the mobile VoIP market is projected to reach a staggering value of $183.7 billion.

The COVID-19 pandemic has highlighted the immense potential of working remotely on mobile devices. 

As businesses increasingly embrace remote work policies, there is a growing demand for communication solutions that enable distributed employees to interact effectively with customers and collaborate with their teams.

Smartphone applications compatible with iOS and Android platforms are a convenient medium for such communication and collaboration. 

Consequently, it is no surprise that the mobile VoIP market is experiencing a significant upswing in response to these emerging trends.

(Source: Research and Markets)

4. The global Unified Communications (UC) market is anticipated to exhibit a remarkable compound annual growth rate (CAGR) of 16.8% from 2019 to 2025.

Unified Communications integrates various communication and collaboration tools within a single platform. 

Virtual phone systems, video and audio conferencing, team chat, team presence, and file-sharing are all entwined in one system with limitless capabilities.

The implementation of UC offers enterprises several benefits. First, it streamlines employees’ communication procedures, removing the need for separate platforms.

Businesses decrease costs, increase productivity and enhance assistance through this integration. Due to the realization of these advantages, VoIP and UC have experienced substantial growth.

(Source: Grand View Research)

Remote Work

Work-from-home policies saw a noticeable uptick in corporate adoption in 2020, with many enterprises introducing them. 

With this change, firms could now see how much less it costs to employ remote workers.

The accessibility of cutting-edge tools like VoIP, teleconferencing, and voicemails has been crucial in enabling the successful execution of remote work. 

Hence, despite the physical barrier on its personnel, organizations can now easily interact, cooperate, and keep up production thanks to these solutions.

In the following part, we’ll present data demonstrating the rising popularity of remote work and highlight its potential advantages for employers and individuals.

5. The COVID-19 pandemic accelerated the adoption of VoIP, with a 300% increase in usage during 2020.

2020 saw a significant increase in VoIP usage, which reflected the pressing need for effective and adaptable communication solutions to support remote work and ensure company continuity in the face of disruption. 

The introduction of VoIP opened the groundwork for a future communication strategy that is more resilient and adaptable while addressing the pandemic’s urgent challenges.

(Source: OnSIP)

6. One-third, 38% of companies have embraced the concept of remote work by employing off-site staff.

As we anticipate a significant increase in remote work even after the pandemic subsides, it becomes crucial for businesses to consider implementing tools and technologies that facilitate the efficiency of their remote workforce.

(Source: Nextiva)

7. 74% of companies plan to permanently shift to remote work even after the pandemic, driving the demand for VoIP solutions.

During the pandemic, VoIP solutions took over every form of communication. Now, companies are choosing not to let go of its benefits which offer cost savings, flexibility, and improved collaboration. 

(Source: Gartner)

Upgrade to Cloud-based Technology

This section will provide an overview of the increasing number of businesses and organizations transitioning to cloud-based solutions, highlighting the numerous benefits of this shift.

8. Cost Savings Reported from businesses that moved to the cloud.

Embracing the cloud brings forth many benefits, particularly for small businesses. These advantages include reduced initial setup expenses, ongoing maintenance, and operational costs.

Moreover, the cloud offers flexible payment options, enhances mobility for remote workforces, and fosters improved collaboration among team members.

(Source: Microsoft)

9. 50% of Governmental Agencies Utilize Cloud Services.

Cloud adoption is not limited to small and medium-sized enterprises (SMEs) alone, as government organizations also embrace cloud services at an impressive rate. 

Close to 50% of government organizations have recognized the substantial advantages offered by cloud-based solutions. 

The primary motivations behind this transition are cost savings and improved operational efficiency.

(Source: Gartner)

10.  15% Reduction in IT Personnel Costs Due To Cloud-Based Contact Centers.

Cloud service providers take charge of delivering and maintaining their solutions, freeing up valuable time for IT staff. 

IT personnel can allocate their time and expertise to other essential organizational tasks with the contact center’s infrastructure handled by the cloud provider.

(Source: TeleTech)

VoIP Mobile Integration

The cost savings and reduced phone bills associated with VoIP are well-known. Still, it is essential to highlight the added value that VoIP features, such as mobile integration, bring to businesses.

This section will present statistics on some of these top VoIP features.

11. Over 80% of employees use their mobile devices for work-related communication.

As employees working remotely increases, they naturally rely on their mobile phones to handle work calls. 

By utilizing a VoIP mobile and desktop application, employees can seamlessly transfer calls between their smartphones, laptops, and desk phones without experiencing any disruptions or interruptions.

(Source: Pew Research Center)

12. Mobile VoIP traffic is estimated to reach 1 trillion minutes by 2024, accounting for 40% of all mobile traffic.

The increasing popularity of mobile devices drives this growth, as the growing availability of high-speed internet and the falling cost of VoIP services.

(Source: Grand View Research)

13. The mobile VoIP market is to grow to over $180 billion by 2027.

The mobile VoIP market is poised to achieve a staggering valuation of $183.7 billion by the year 2027.

This projection underscores the increasing adoption and reliance on mobile VoIP services.

(Source: Research and Markets)

VoIP Cost Savings

Opting for a VoIP solution offers numerous advantages, including cost reduction in business phone bills, enhanced call quality and reliability, streamlined customer service, and access to advanced features unavailable with traditional phone systems.

In this section, we will present statistics highlighting why the costs associated with VoIP can be a worthwhile investment for your business.

14. There can be a reduction possibility of phone costs by up to 50% with VoIP.

VoIP offers cost savings compared to landlines. It eliminates the need for on-premise wiring, lowering setup and maintenance costs. 

VoIP provides a more affordable option for businesses by using the internet for phone calls.

(Source: Telzio)

15. A 3% increase in the price of VoIP services is projected.

This modest price hike is overshadowed by the cost-savings and value that VoIP brings to businesses. 

Companies can explore pricing models, such as pay-per-use, fixed, and tiered pricing, to effectively manage VoIP expenditure.

(Source: Spend Edge)

16. VoIP can save businesses up to 50% on local and 90% on international call costs.

This is because VoIP uses the internet to transmit voice data, which is a much cheaper way to do so than traditional phone lines.

(Source: CIO)

Unified Communications

By consolidating communication onto a single platform, businesses experience faster and more efficient communication across their organization. This unified approach eliminates stress and enables seamless collaboration, improving productivity and streamlining operations.

 This section highlights statistics on the aspect of unifying communication systems.

17. UC Companies saved money and time through collaboration processes.

Businesses that have embraced Unified Communications (UC) have witnessed several benefits. Notably, they have experienced cost savings by reducing their technology stacks and optimizing their communication infrastructure.

(Source: Ziff Davis)

18. The unified communications market is expected to reach $167.1 billion by 2026, growing at a CAGR of 16.8% from 2021 to 2026.

The robust growth of the unified communications market can be attributed to several factors. Businesses increasingly recognize the need for streamlined communication and collaboration tools to improve productivity and efficiency. 

Unified communications solutions provide a comprehensive platform that integrates various communication channels and applications, facilitating seamless connectivity and information sharing.

(Source: MarketsandMarkets)

19. 86% are hoping conversations can shift seamlessly between communication media

The demand for cohesive support across multiple channels, including implementing omnichannel strategies, has recently intensified. 

Failing to establish a seamless omnichannel experience can disrupt the customer’s business operations and negatively impact the overall customer experience.

(Source: McKinsey)

VoIP Advanced Features

VoIP offers a range of advanced features like call recording, video conferencing, voicemail-to-email, and virtual meeting rooms. 

These features work hand in hand to enhance operational efficiency and productivity. Here are some statistics on the aspect of VoIP’s advanced features.

20. 62% of contact centers have implemented IVR or self-service speech solutions for customer service.

IVR, for Interactive Voice Response, is an automated phone system that utilizes voice recognition to route callers to the appropriate departments. 

Unlike traditional auto-attendants relying on keypad inputs, IVR allows voice commands to navigate the system. More and more contact centers are expected to use IVR.

(Source: Forrester)

 21. Contact center analytics organizations have reduced their Average Handle Time (AHT) by 40%.

AHT is a crucial metric in call centers, representing the average duration customer service representatives take to resolve customer inquiries. 

High AHT can indicate areas for improvement in customer service scripts or highlight the need for additional training for representatives.

By leveraging contact center analytics, companies gain insights into call patterns, customer interactions, and agent performance.

(Source: McKinsey)

22. Significant increase in video conferencing among business professionals by 48%.

This surge in usage can be attributed to the growing adoption of remote work policies and the need for real-time communication and collaboration tools. 

Video conferencing and other technologies like live chat enable businesses to facilitate seamless and interactive communication, fostering collaboration and teamwork even when team members are far from each other.

(Source: Lifesize)

23. 60% of smartphone users contacted a business from a Google Search.

When users search for a business on Google, they often find and contact the company directly by tapping the phone number displayed in the search results. 

Recognizing this consumer behavior, it is crucial for businesses to ensure their contact information, including phone numbers, is readily available and up-to-date on Google. Businesses seem to be doing exactly that.

(Source: Google)

Service Providers and Customer Service

The demand for reliable and feature-rich business phone systems drives call centers to upgrade their existing infrastructure. 

Traditional phone systems often result in customer frustration due to long hold times, incorrect call routing, or dropped calls.

To address these issues, call centers are increasingly turning to cloud-hosted solutions, and the following VoIP statistics shed light on why this trend is gaining traction:

24. 83% of companies have experienced adverse consequences, such as losing a customer, missing a significant deadline, or terminating an employee due to communication issues.

Poor communication can potentially upset or confuse customers, eroding their trust and loyalty in the company.

It can also create roadblocks in work productivity, hindering the timely completion of important projects or tasks. 

Moreover, communication breakdowns can impact employee performance, leading to misunderstandings, conflicts, and even the need for employee terminations.

(Source: Nextiva)

25. 61% of customers ceased business transactions with brands due to poor customer service.

One aspect of customer service that can significantly impact customer satisfaction is the reliability of the phone service. 

Customers expect seamless and efficient communication when they reach out to a business.

If a company’s phone service is unreliable, causing delays or difficulties in connecting customers with the appropriate departments, it creates a negative impression and frustration among customers.

(Source: Microsoft)

26. 76% of business brands now provide support services outside traditional working hours.

This shift highlights the growing recognition that customers seek high-quality support and accessibility to assistance throughout the day. 

Many businesses are turning to hosted contact centers to meet these demands, which offer the flexibility required to cater to customers’ diverse schedules.

Hosted contact centers provide a range of features and capabilities that enhance customer support. 

Some available tools include self-service voice response,  automated workflows, and Virtual Assistants (IVA).

(Source: Hiver)

27. By 2025, AI will power 95% of all customer interactions.

AI-driven solutions are designed to handle various customer inquiries and provide personalized assistance, round-the-clock availability, and swift responses. 

Chatbots, for example, can efficiently handle frequently asked questions, provide instant support, and escalate complex issues to human agents when necessary. Voice assistants enable customers to interact with businesses using natural language and voice commands, enhancing convenience and accessibility.

According to Gartner, conversational AI technologies are expected to contribute to labor cost reductions of approximately $80 billion by 2026.

(Source: Gartner)

VoIP Security

Maintaining robust VoIP security measures is crucial for businesses, particularly regarding safeguarding internal and external communications. 

In this section, we’ll present relevant VoIP statistics that shed light on the current landscape of cyber threats, VoIP hacking, and their past implications.

28. The average Data breach cost in the United States is $8.64 million.

Data breaches pose significant risks, including customer attrition, loss of consumer trust, damage to brand reputation, and potential legal ramifications, depending on the nature of the compromised data. 

Industries with strict compliance requirements, such as healthcare, face additional challenges in safeguarding sensitive data and complying with regulations.

(Source: IBM)

29. One in every six adults in the United States falls prey to scam calls.

The United States remains a prominent target for scammers, consistently appearing on the list of top scammed countries. 

Scammers have become increasingly sophisticated, employing intricate strategies to deceive their victims. 

They often use social engineering techniques, establishing false relationships with their targets to create a sense of trust and legitimacy.

(Source: TrueCaller)

30. Session Initiation Protocol (SIP) accounted for over 51% of the security activities analyzed in 2016

This statistic highlights the prominence of session initiation protocol as the most commonly targeted VoIP protocol. 

Attackers recognize the widespread usage of SIP and exploit its vulnerabilities to compromise communication systems and gain unauthorized access to sensitive information.

As SIP continues to be a primary protocol for real-time communication, businesses and individuals need to prioritize the security of their SIP-based systems.

(Source: Security Intelligence)

Conclusion

A clear trend emerges throughout this extensive compilation of VoIP statistics: the VoIP market is experiencing rapid growth. 

Businesses across various industries recognize the advantages of adopting VoIP technology, particularly in cost savings and enhanced security.

One significant trend is the increasing number of businesses transitioning their communication systems to the cloud. 

This shift offers numerous benefits, including reduced infrastructure costs, improved scalability, and enhanced data security.

By leveraging that and other top VoIP features, businesses can optimize communication strategies and gain a competitive edge in today’s dynamic business landscape. 

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