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The Next Generation of Telephony: Forecasting 2023 And Beyond

Last updated: 10 May 2023

As technology evolves at lightning speed, businesses must stay ahead of the curve. Companies need to be proactive in seeking out new tools and strategies to stay competitive. In the coming years, telephony will undergo significant changes due to the rise of unified communications and cloud-based solutions. Here are seven predictions for how these changes can impact your business.

1. Enhanced Security Features

Enhanced security measures are critical as telephony systems become more advanced. Telephony systems incorporate advanced security measures like biometric authentication and encryption to prevent cyber-attacks and protect sensitive business and customer data. 

More and more telephone systems use biometric authentication to protect their networks from cyber-attacks. Businesses can ensure that only authorized persons access their systems by requiring user authentication through biometric measures, such as fingerprints or facial and voice recognition. 

Encrypting data is important for security because it prevents unauthorized access during transmission. Only authorized users can decipher encrypted data, protecting valuable information against cyber threats and breaches.

2. Rise of Unified Communications

Unified communications (UC) is becoming an increasingly common business practice. More organizations are embracing the benefits of a single integrated communication platform.

By integrating communication channels into a single platform, businesses can achieve increased efficiency, improved workflows, and better integration of their communication tools. Employees can collaborate and communicate more efficiently and effectively while eliminating communication silos.

Furthermore, UC solutions provide real-time communication, enabling employees to work from anywhere while improving productivity and flexibility. With UC tools, businesses can fully control their communication systems, monitor and analyze usage patterns, and optimize communication processes. 

3. Mobile-First Telephony

Mobile devices have become increasingly popular for phone calls in the last decade and this popularity is expected to continue. Business communication relies heavily on mobile devices, reinforcing their importance in daily life.

Mobile-first telephony solutions are designed for the mobile environment, with dedicated apps and responsive web designs leading the way. These mobile-friendly solutions enable businesses to stay connected to customers and employees on the go, enabling efficient communication regardless of location. In addition, mobile-first telephony solutions provide flexibility and convenience, allowing employees to communicate and collaborate from any location, often resulting in increased productivity.

Mobile-first telephony also improves the customer experience by creating smooth and efficient communication. A large percentage of modern customer interactions is conducted through mobile devices. This makes mobile-first telephony a crucial strategy for businesses to connect with and engage their customers.

4. Increased Use of VoIP

Voice over Internet Protocol (VoIP) is becoming a popular option for communication. This trend is expected to continue, requiring existing phone systems to be retrofitted or replaced with VoIP-enabled infrastructure.

VoIP enables businesses to enjoy many advanced features and functionality, such as call forwarding, auto-attendants, and conference bridging. In addition, VoIP systems can be easily integrated with other communication tools like email, instant messaging, and video conferencing.

5. Growth of Cloud-Based Telephony

Businesses can save money and increase flexibility by using cloud-based telephony, eliminating the need for on-site hardware and infrastructure. This cloud-based approach means businesses can enjoy seamless access to telephony services without managing their hardware or performing software upgrades. This cost-effective and easily scalable solution can be implemented rapidly.

Cloud telephony provides greater flexibility, allowing employees to work from any location with an Internet connection. In addition, cloud-based telephony provides businesses with enhanced features and functionalities, such as call recording, auto-attendants, and real-time analytics. Cloud solutions offer a clear path to upgrade and integrate future technologies such as AI, IoT, and others.

6. The Integration of Telephony and CRM

Integrating telephony software with customer relationship management (CRM) is a significant advancement in functionality. This integration allows businesses to manage customer data more efficiently and enhance customer service.

A CRM system is software that allows businesses to manage their customer interactions and data. A CRM system helps businesses to store customer data in a central database, track interactions with them, and manage customer relationships.

Businesses will benefit greatly from the integration of telephony and CRM. The integration will enable businesses to handle customer data more efficiently, improve customer service, and reduce the time needed to resolve issues. This will help businesses simplify communication strategies and offer customers a more personalized experience.

7. The Rise of Video Calling

Video calling is taking the telephony industry by storm. It provides a more immersive and personalized experience than traditional voice calling and eliminates the need for business travel which cuts costs. Businesses can benefit from improved communication, increased productivity, and enhanced flexibility.

From 2020 to 2030, the global video conferencing market is predicted to grow at a CAGR of 12.5%. This growth will be driven by small businesses, among other factors. 80% of businesses are using video conferencing technologies as a communication strategy. Video calling is becoming increasingly popular with businesses and is set to change the future of telephony as a cost-effective and efficient communication solution.


The future of telephony looks bright for businesses. Advancements in technology will provide businesses with better telephony tools, allowing more effective communication, increased productivity, and improved services. Businesses can prepare themselves to make the most of these exciting changes in the coming years by staying up-to-date and taking proactive measures.

BlackPoint IT provides communication solutions for businesses to help them stay ahead in a changing telecommunications landscape. Our scalable, cost-efficient solutions offer access to the latest telephony technology available. Our support and maintenance services ensure you get the most out of our solutions. Contact us today! Let us help you take advantage of everything telecommunications have to offer.