In a time when people’s phones are considered to be more like computers that happen to have phones built into them, it is easy to forget that voice communication still drives global commerce. Email and other data-based platforms will always have their place, but nothing will ever negate the need for high-quality, real time voice communication.
How that voice communication happens, however, is undergoing a change.
The standard wired telecommunications industry (think of old-style phone service) is slated to be the worst performing industry of this decade. Yet, voice communication is growing. Voice traffic actually grew 5% in 2013 and has continued on an upward track through present day. How is this possible?
The answer is that more than a third of that traffic happened via voice over IP, or VoIP. Also known as telephony, this technology takes the telephone screaming into the 21st century. High quality audio, number portability, and the ability to be reached by phone anywhere in the world that has a data connection is changing the way business is done in a global marketplace.
Businesses are well poised to take advantage of this growth as competition forces prices down. However, just like internet service, not all VoIP providers are equal. As these providers engage in a “race to the bottom,” where the only goal is to provide the lowest price, sacrifices are made which negatively impact the customer’s experience.
Call centers are increasingly finding themselves stuck with VoIP providers who have built their service on lower quality routes. This happens as new companies work to enter this burgeoning market and build their network using cheaper lines in order to advertise and offer bottom of the barrel pricing.
What these companies failed to notice is that, like most things in our data-driven world, it is not so much the price of a service rather than what that service offers that sets it apart in the market. Thankfully, Deskforce recognized this when we built our network from the ground up.
When we started this company in 2009, we built it on the premise that superior software combined with high quality sound and reliability; all at an affordable price, would change the face of telecommunication. We weren’t creating a product. We were developing a service that focused on using high quality routes with built in redundancy and more than ample capacity. While customers of other providers struggle with low quality sound, stutters, and dropped calls, Deskforce customers enjoy “best of breed” service and a customer service experience that is second to no one in this industry.
The VoIP market is only going to continue to grow. According to a report on BusinessWire, more than 348 million people will be subscribed to some sort of VoIP service by 2020. This will generate close to US$137 billion in revenue.
We welcome that growth. Deskforce continues to expand and enhance its global VoIP network while our software engineers push the boundaries of what a cloud-based PBX can do. In the end, we know that our position as a global leader in VoIP technology will continue to be the result of a focus on high quality service combined with some of the most innovative products the VoIP world has ever seen.