{"id":53658,"date":"2022-11-29T13:20:09","date_gmt":"2022-11-29T21:20:09","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=53658"},"modified":"2025-09-21T21:26:26","modified_gmt":"2025-09-22T04:26:26","slug":"telephony-predictions-2023","status":"publish","type":"post","link":"\/us\/en\/blog\/telephony-predictions-2023\/","title":{"rendered":"The future of telephony: 7 predictions for 2023"},"content":{"rendered":"

You might be surprised, but the future of telephony is rich and promising. There has been a silent, emerging disruptor in the backdrop of headlining grabbing <\/span>video meetings<\/span><\/a>, <\/span>artificial intelligence<\/span><\/a> and robotic automation that might surprise you: the return of the humble <\/span>phone call<\/span><\/a>. <\/span>It\u2019s true; we are calling a whole lot more\u2014more than ever before. <\/span>
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\n<\/span>To find out why, we <\/span>commissioned a survey through Ipsos<\/a><\/strong> of more than 350 business decision-makers from the U.S., Canada, and the United Kingdom about how they currently use phones and their plans for the future. Here are some of the most interesting findings from this survey:<\/span><\/p>\n

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  1. Phone will continue to reign supreme<\/a><\/li>\n
  2. SMS will be a huge opportunity<\/a><\/li>\n
  3. Phone calls will dominate for internal and external use cases\u00a0<\/a><\/li>\n
  4. Telephony will become more omnipresent<\/a><\/li>\n
  5. Telephony will become more intelligent<\/a><\/li>\n
  6. Telephony will become more composable\u00a0<\/a><\/li>\n
  7. Telephony will become more contextual\u00a0<\/a><\/li>\n
  8. BONUS PREDICTION: Telephony + contact center<\/a><\/li>\n<\/ol>\n

    <\/a>1. Phone will continue to reign supreme<\/b><\/h2>\n

    The study showed that <\/span>98% of respondents believe phones are critically important to customer engagement<\/span><\/a> and revenue generation. The phone remains the lead work communication tool, with 92% considering it their main communication channel.<\/span><\/p>\n

    <\/a>2. SMS will be a huge opportunity for businesses<\/b><\/h2>\n

    In the study, <\/span>71% said business SMS is extremely important to their communications strategy<\/span><\/a>, and 64% said they expect their business SMS usage to grow in the next few years.<\/span><\/p>\n

    <\/a>3. Phone calls will dominate for internal and external use cases<\/b><\/h2>\n

    82% of employees prefer the phone<\/span><\/a> over other means of conducting external client calls. More than half of the respondents say they still prefer the phone for conducting group calls or meetings with teammates.<\/span><\/p>\n

    The real question is\u2026. Why?<\/span><\/p>\n

    \"\"<\/p>\n

    We believe it is because voice is the only medium that can move conversations in real time, instantaneously at scale, to overcome business hurdles. Multi-modality communications are here to stay, but what makes telephony different is that it powers both internal and <\/span>external communications<\/b>, both scheduled and <\/span>spontaneous <\/b>conversations equally.\u00a0 There is a place for scheduled conversations in the workplace but there is an irreplaceable role voice plays – for the unscheduled, <\/span>immediate, <\/b>and <\/span>sensitive<\/b> conversation.\u00a0<\/span><\/p>\n

    So where will telephony and voice communications be 5 years from now?<\/span><\/p>\n

    \"Graphic<\/span>Let\u2019s dive deeper into 4 predictions we have for the future of telephony. <\/span>Telephony will…<\/span><\/p>\n