5 Telephony Trends to Watch in 2018
Telephony has advanced by leaps and bounds over the years. In 2017, there was a shift toward cloud-based telephony solutions as the main means of communication, especially for businesses. This has drastically improved companies’ ability to communicate with customers.
It’s important to note that advances in cloud telephony are not just limited to business applications. Many consumer products already use this technology in one form or another. This includes GPS solutions and data exchanges. Exciting new uses advancements in telephony technology are already becoming part of our daily lives.
That’s why 2018 promises to be a thrilling ride on the telephony front. Here are 5 trends to watch in the industry this year.
1. Voice bots. This technology has slowly advanced from transistors to landlines and mobile phones. Now everything is cloud-based, and this change has affected individuals and businesses alike.
2018 will ensure further change as more consumers will start using voice bots. However, the use of voice bots will be limited to high-volume processes – at least at the beginning. These talking bots will save a lot of time and drastically reduce operational costs for many companies.
2. Language-based tech. Telephony has allowed people to bridge cultural divides. Now you can talk to someone on the other side of the world easily and conveniently. The next year promises to make multilingual communication even easier.
Language-based speech recognition technology will become even more prevalent. Text-to-speech and speech-to-text tech will become even more developed. Even major tech giants like Google, Microsoft, and Apple have recognized the potential for this and launched speech recognition technologies on their cloud platforms. This ensures that there will be better language features, functionalities, and support in 2018.
3. Telephony software as a service (SaaS) tools. Companies love cloud telephony because it is extremely scalable. In the next year, it will become even easier to integrate it with other SaaS tools. That’s because it will become cheaper and even less labor-intensive. You’ll no longer have to buy a new package to upgrade your systems or pay for specialists to come and install it. This will make telephony one of the most efficient SaaS tools for any business.
4. Improving analytics. The advent of digital marketing broadened horizons for many companies. Now, telephony will take it even further as use of voice analytics becomes even more popular. This involves using tools like keyword analysis to drive customer attention to more business segments. It will also help companies improve their auditing processes. Voice bots and automated chats will also play a key role in this move.
5. Telephony as a driver for business growth. Cloud-based telephony is a very unbiased platform, serving all types of businesses and operations. It ensures that companies have a seamless and efficient inbound and outbound communication process. As a result, new businesses such as those in the e-commerce field will start taking advantage of cloud telephony to drive rapid growth. You can also expect a massive shift in the customer care processes in more traditional sectors like banking.
Conclusion
The future looks bright for the telephony field. The demand for this platform is not only limited to large enterprises but also includes small and medium businesses. Telephony promises to become even more central to business processes in 2018 as even more people become aware of its potential.
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