Business Phone Systems: Top 7 Trends You Need to Know

“The next five years will be more disruptive than the last 15. This is not business as usual. A lot of technology that came in three years ago doesn’t work anymore.”

This quote by noted author and business executive Saul J. Berman is so relevant for business phone systems and business communication solutions.

Another well-known business executive John Chambers, former CEO of CISCO, aptly said, “At least 40 percent of all businesses will die in the next 10 years if they don’t figure out how to change their entire company to accommodate new technologies.”

That’s why contemporary organizations must keep themselves updated as far as business phone system are concerned.

From traditional, legacy Public Switch Telephone Network (PSTN) telephones to AI-powered communication solutions, business phone systems have come a long way. And considering the cutting-edge innovations in the domain, one can say that it’s just the beginning!

The future of business phone systems is on the brink of massive transformation. And here are seven key trends that will drive the transformation of business phone systems in 2025 and beyond. Read on and thank us later.

1. Unified Communications Platforms

Unified communications platforms integrate various business communication tools such as voice calling, video conferencing, text messaging, emails, instant messaging, social media. With unified communications, the communication system of a business is well-oiled and optimized for maximum results.

As per a report released by Grand View Research, the global Unified Communication market is projected to grow at a compounded annual growth rate (CAGR) of 18.1 percent from USD 136.11 billion in 2023 to about USD 613.11 billion by 2033.

As per a survey, over 50 percent of businesses taken part in the poll adopted AI-integrated Unified Communications for customer query resolution and chat support. After the adoption, they are witnessing business and network automation benefits. In the coming years, many more will follow suit.

2. Cloud-Based Phone Systems

Whether it’s large corporations or small and mid-sized businesses, cloud-based phone systems have become extremely popular across all types. As Marc Benioff, co-founder and CEO of Salesforce, rightly said, “The cloud services companies of all sizes. The cloud is for everyone. The cloud is a democracy.”

The biggest advantage of a cloud-based business phone system is its flexibility. All of a business’s data is stored offsite on secure servers and it can be accessed from anywhere with an internet connection.

As per a report, released by Future Market Insights, the cloud telephony services market is expected to grow at a steady 9.7 percent compound annual growth rate (CAGR) from USD 22.8 billion in 2023 to USD 57.6 billion by 2033.

3. Automated Attendant Systems

As the name suggests, automated attendant systems are sophisticated systems that seamlessly route calls automatically without human intervention.

They offer an ideal solution to manage large-scale communication requirements, by which they enhance operational efficiency and customer satisfaction. Moreover, the integration of artificial intelligence (AI) and machine learning (ML) into auto attendant systems has enhanced their capabilities and made them more responsive and intuitive.

According to a report by Dataintelo, the global auto attendant systems market size is projected to grow at a robust compound annual growth rate (CAGR) of 12.6 percent from USD 1.2 billion in 2023 to an estimated USD 3.5 billion by 2032.

This growth can be attributed to increasing demand for enhanced customer service solutions, advancements in AI and telecommunication technologies, and the rising need for efficient telephonic operations within businesses.

4. VoIP Phone Systems

VoIP (Voice over Internet Protocol) phone systems harness the power of the internet to make and receive calls. Since the 90s, technology has taken the world by storm and as noted internet entrepreneur and futurist Jeff Pulver famously said, “We are in the midst of a VoIP communications revolution.”

VoIP phone systems are not just sophisticated, exceptionally reliable and scalable, but they are also extremely cost-effective. Depending on which report you refer to, VoIP phone systems can reduce local and international communication costs by 50 to 90 percent.

As per a report, released by Persistent Market Research, the VoIP services market is projected to grow at a 13.8 percent compound annual growth rate (CAGR) from USD 115.2 billion in 2022 to USD 472.3 billion by 2033.

5. Business Phone System App Integrations

How many business applications do you think an average organization uses? 10, 20, 50? As per a report by Berkshire Hathaway’s Businesswire, the average business uses 254 apps and most departments have between 40 and 60 business applications.

According to Cin7, the average worker switches between apps 3,600 times per day. But 80 percent of organizations feel that they’re not able to make full use of most of these tools.

Business phone system app integrations enable businesses to connect their phone systems with other critical business applications such as CRM platforms, email marketing software, project management tools, and more.

6. Business Phone System Analytics

Business phone system analytics offers businesses deep insights into their data regarding phone calls and other communication channels. Some examples of such metrics are call volume analysis, call duration metrics, call response time, average handling time, average speed of answer, first call resolution rate, abandonment rates, and more. These insights can help businesses make informed strategic decisions.

As per a report, released by Grand View Research, the call and contact center analytics market is expected to grow at a compound annual growth rate (CAGR) of 19.7 percent from USD 1.40 billion in 2022 to USD 5.75 billion by 2030.

7. Predictive Dialing Systems

As the name suggests, predictive dialing systems predict the average time an agent is going to take before ending the call and the automated systems start dialing the next number on the list just micro-seconds before the call ends. Such systems leverage advanced algorithms to predict the time when an agent is going to be available.

Apart from automating the dialing process, predictive dialers also filter out unproductive calls such as busy signals, voicemails, and disconnected lines, thereby making sure that agents connect solely with live leads.

As per a report, by Grand View Research, the global predictive dialer software market size was valued at USD 1.03 billion in 2020 and is projected to grow at a compound annual growth rate (CAGR) of 37 percent from 2021 to 2028.

In Summary

If you are an entrepreneur or a senior professional in an organization, knowing the top trends in business phone systems can equip you with the right knowledge of what’s new and what’s not in the domain.

It will not only provide you with ample food for thought but it will also prepare you to make the most of the trends to gain competitive advantage.

However, handpicking the right business phone systems provider can make all the difference between success and failure. If you want to leverage any one or more of the seven business communication tools, then you need to look for providers with a strong track record of providing reliable and cost-effective solutions for a reasonable period of time.