10 tendances de communications cloud et de VoIP à surveiller en 2022

What are the tech trends that will shape the business world in 2022? Mobile communications are on the rise, VoIP is becoming a set standard, AI and 5G are more accessible and will enhance customer experience. Discover the top 10 trends and see if your company is aligned with them.

Le marché de la communication cloud et du VoIP est en progression constante. Le secteur a connu une croissance considérable au cours des dix dernières années. Les avancées technologiques en combinaison avec le support par le gouvernement ont créé un environnement commercial florissant qui ne montre aucun signe de ralentissement. De plus, la pandémie, qui se poursuit en 2021, a accéléré la transformation numérique des entreprises, ce qui a entraîné une forte augmentation de la demande de solutions de communication et de collaboration intégrées.

The exponential expansion we witness can be attributed largely to improved Internet connectivity like 5G adoption, which allows faster data transfer rates than ever before. The emergence of unified communications as a service, such as Skypebots, helps businesses stay connected through video chat even when they are apart from each other geographically (and not just limited during work hours). Plus, the increased usage of AI in many areas of our lives.

So which will be the leading trends in 2022, the communication and VoIP market that will shape how companies connect and interact with their customers and within teams?

La technologie VoIP – un grand changement pour la communication d'entreprise

As more companies adopt smart communications and collaboration solutions as part of their digital transformation strategy, VoIP technology becomes a standard for such solutions. If you have decided that it is time to upgrade your communications system and you are looking for a new telecom provider to offer enhanced business telephony solutions, here are the main VoIP trends that you should follow in 2022:

Que recherchent les clients chez un fournisseur de services de communication cloud ?

*Techpulto

VoIP systems help businesses stay connected, regardless of where their employees are located. They are cost-effective solutions, which help you accommodate phone calls, video calls, and conference calls, as well as other forms of messages for your company’s mobile workforce, while cutting down on operational expenses with ease.

Économies grâce à la communication cloud basées sur l'utilisation de la VoIP

*Financesonline

VoIP services are becoming increasingly popular, with the market projected to grow to $55 billion by 2025. This is partly because businesses need communication solutions for remote employees when they go global. On the other hand, there is an increased demand for VoIP phones, such as IP Phones or cost-effective call plans that offer quality service at an affordable price.

The government has also invested heavily into wireless telecommunication technologies like 4G/LTE, which leads us towards 5G networks coming soon, too – all this means higher transfer speeds for premium quality voice data.

Pourquoi les entreprises adoptent-elles la VoIP et les outils de communication cloud ?

*Techpulto

5G sera partout

5G networks will enable a new communication process to keep up with the fast-paced business world. That is why it’s among the most talked-about Unified Communications market trends, and companies are trying to predict how 5G adoption could change the business environment for both consumers and enterprises in the future.

There are many advantages associated with the 5G network availability. The top ones include the elimination of call jitter and packet loss during data transfer. Among other benefits of encouraging companies to choose 5G connectivity are faster data transfer speeds, better quality video streaming with no interruptions, consistent and faster connectivity for wearables, and fewer dropped calls.

Les réseaux 5G transforment la connectivité internet. La commercialisation de la 5G en 2022 est l'une des principales tendances à surveiller dans l'écosystème UCaaS, ce qui mène à une connexion à large bande mobile améliorée, des vitesses de navigation ultrarapides et, enfin et surtout, des capacités de réseau accrues.

L'IA vous aide à offrir un excellent service à la clientèle

Artificial intelligence is not a new trend but is becoming powerful in 2022 for businesses. Companies will strongly rely on AI support in many areas, like video streaming platforms or social media networks, where they can suggest the right content based on the audience’s preferences. However, three areas are expected to boost in the coming year with AI solutions – customer care, sales, and security. More companies will integrate automated customer service agents in their customer support, opt for sales process automation, and try to prevent online security breaches with the help of artificial intelligence.

You have probably already interacted with AI through chatbots, for example. The call center industry has revolutionized service delivery by providing self-help options that allow customers to get the help they need quickly and efficiently. That enhances customer experience and relieves agents from responding quickly to less complicated issues, enabling them to focus on more challenging tasks.

Grâce à l'IA, les entreprises gagneront d'informations précieuses qui leur aident à prévoir le comportement des clients et ainsi d'offrir des solutions adaptées à leurs besoins spécifiques.

Fonctions intelligentes pour les assistants VoIP plus intelligents

The rise of Virtual assistants is another of the dominant VoIP trends related to AI integration in your daily business communications with clients and partners. While many of you use Amazon’s Alexa, Apple’s Siri, or Google’s Home Assistant in everyday activities, integrating virtual assistants into votre système téléphonique d'entreprise peut optimiser votre communication à l'intérieur et à l'extérieur de l'entreprise.

Virtual assistants, a built-in feature in your cloud phone system, are an excellent way to automate certain business processes. When you need help with something simple, such as answering calls, smart call routing, or sending messages to voicemail, then these can come in handy because they do it on our behalf of us without any hassle.

With artificial intelligence and machine learning technologies, your virtual assistants can record their past customer interactions. That means that when an agent picks up the phone, it will know what was discussed with clients in prior calls and provide them personalized service based on those details.

L'intégration des données VoIP avec les autres données du client

The VoIP service is an excellent way to get valuable data about your team’s performance. It gives you more insights into your communication habits than the traditional landline. You will automatically get insights into how often customers contact staff, the amount of time each team member spends concerning other work duties, and even the location where resources could be improved! 

With this information, it will be easier for the team leader or sales manager to decide where resources and budgets should be allocated next year. Also, to make the most of your VoIP service and CRM, it is important that they are both compatible – it will ensure you have a fully enriched contact database that is updated automatically. Integrating both apps empowers your business and enables one user experience for agents containing all relevant customer data.

The Rise of mobile Unified Communications

La façon dont nous vivons et travaillons a changée à cause des appareils mobiles. Les smartphones sont comme des mini-ordinateurs qui peuvent tout faire, de la consultation des flux de médias sociaux à la messagerie instantanée avec des amis, en passant par les achats en ligne, sans même quitter leur domicile. La mobilité a ouvert de nouvelles possibilités pour le monde des affaires, qui évolue rapidement. La flexibilité de la communication mobile aide les équipes à se connecter efficacement et via l'outil le plus pratique, peu importe où ils se trouvent. Souvent, la productivité augmentée des employés permet aux entreprises de servir les clients plus rapidement.

In addition, mobile communication solutions proved very helpful during pandemic times when most employees needed remote access to stay connected to their teams or customers. These enhanced technologies ensured business continuity during global lockdowns.

With all that being said, it is hardly a surprise that today many companies believe that mobility is a key factor for successful business growth. According to a recent survey, the mobile solutions market, including VoIP systems, is expected to reach 1.8 trillion in 2022. With the 5G becoming more popular and accessible, the rise of the mobile VoIP ecosystem is a microtrend many look forward to in 2022, as it will allow professionals to conduct business calls and virtual team meetings much easier.

Les liens VoIP avec WebRTC

WebRTC is an open-source framework that can build real-time communications in a browser using simple APIs (Application Programming Interfaces). It is a flexible technology; some companies might opt for it instead of other communication options. 

Qu'est-ce que le WebRTC ?

Yet, WebRTC (Web Real-Time Communications) is easily integrated with VoIP systems. This new concept allows more seamless and natural communication to enhance your calling experience. The integration between VoIP and WebRTC facilitates instant phone calls and peer-to-peer file sharing. Your employees can save a lot of time by initiating conversations directly from the web browser of your laptop or PC.

The merger between WebRTC and the système téléphonique cloud is a game-changer for business communications. Making the most of both functionalities allows companies to communicate seamlessly without installing additional widgets, plugins, or apps.

Des préoccupations de sécurité augmentées

While global Internet access has many benefits, it also comes with e new challenges. The high-speed and reliable Internet connection lets you find any information you need with just a few clicks and from anywhere. Stable Internet connectivity is necessary to stay connected to your company’s network if you work remotely.

Yet, the cyberattack risks are a real threat for many businesses, which puts the Internet security trend in the spotlight for 2022. A survey conducted by Statista in 2020 shows that phishing is the leading type of cyber attack for 38% of companies. Network intrusion (32%) and inappropriate disclosure of information(12%) are among the top cyber crimes.

As more people work outside the office – mostly from their homes, it is not a surprise the number of cyber-attacks has increased significantly in the last two years. Hackers often try to attack corporate networks via their remote employees’ connectivity solutions. – for example, spreading malware through the files shared online by coworkers who do not occupy the same workplace.

Cloud communications systems allow teams to connect externally to their company’s network via the Internet. So they are often considered the weak link in the company’s security. That’s why UC vendors are working hard to develop innovative solutions that offer powerful multi-layer security, giving you the protection your business requires.

Les outils de communication et de collaboration cloud, élément essentiel des tech stacks

Traditional landline phone systems, as we know them, are slowly approaching the end of their product life cycle. Still, it can be prolonged if they are compatible with different cloud telephony solutions. Yet, with Internet access on the go and the advanced features of mobile devices, cloud communications, and collaboration platforms offer your customers an enhanced experience. 

In 2022 and the years ahead, more businesses are expected to adopt such integrated solutions to accommodate clients via diverse channels. Investing in VoIP systems helps them connect with the audience via phone calls and chat, video meetings, conference calls, SMS, and other channels. Companies of all sizes can easily measure the benefits of VoIP systems to decide if they should opt for such. For small businesses, it is a cost-efficient way to handle their communications. Enterprises can leverage VoIP systems to manage business calls and integrate them with their existing CRM programs.

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Autres tendances en matière de VoIP, de communications cloud et de logiciels de collaboration

Les services de chat vidéo vont connaître une croissance importante

Les fournisseurs de services comme Facetime, Zoom ou Facebook Messenger vont continuer à dominer le marché des réunions vidéo. Cependant, de plus en plus de solutions de téléphonie cloud disposent d'options de chat vidéo intégrées. Ainsi, les entreprises n'ont plus besoin de jongler entre différentes plateformes pour gérer leurs communications professionnelles.

Calls are just one part of omnichannel support 

Une tendance qui a débuté il y a quelques années va évoluer et se développer en 2022. Les appels ne sont qu'une des composantes de votre service client, au même titre que le chat vidéo en direct ou les e-mails, par exemple. La communication vocale fait partie intégrale de votre stratégie de communication omnicanale. 

Technology-wise modern communications platforms are the link between previously disconnected systems and data, trying to become the single hub where your employees will instantly access all necessary information. 

Le grand bouleversement vers le travail hybride

More companies will offer flexible work arrangements and hybrid workplaces in the post-pandemic era. A trend started as an experiment a decade ago, then boosted overnight when the global pandemic transformed how you do business. It urged organizations to seek solutions that allow employees to work together and stay connected even when they do not share the same office. This year the shift to the hybrid work environment will be a set standard for innovative companies that want to hire the best workforce.

La technologie cloud et les systèmes VoIP permettent une collaboration transparente des équipes, quel que soit leur lieu de travail. La salle de conférence intelligente est en plein essor et elle va réunir les employés qui travaillent au bureau avec ceux travaillant à distance. Le logiciel de collaboration vous donne des informations exactes sur les personnes que vous pouvez contacter, même si vous ne vous trouvez pas dans le même espace de travail. Ainsi, votre flux de travail sera cohérent et vos employés restent productifs et hautement motivés.

En résumé

The future of communication is changing, with VoIP becoming more popular for business communications in recent years and soon expected to become a set standard. But like any modern technology, these systems are still evolving. It will need support from other technologies such as AI, 5G network, WebRTC, and UCaaS to reveal its full potential. Companies are trying to stay ahead of the curve by implementing solutions in mobility, intelligent assistants, and video conferencing. 

You already know the major trends in cloud communications platforms and collaboration solutions for 2022. Take the time to analyze your business needs and see if your current communications solution meets most effectively. Adding a cloud telephony platform as part of your communications strategy will help you stay agile and competitive while empowering your team with enhanced working tools.

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