IP PBX Trends for 2021 You Should Know

Communication trends keep changing. In December 2019 no one would have thought that video calls and conferencing apps would zoom to the top but Covid catalyzed that change. Likewise, you can expect IP PBX solutions and usage patterns to evolve to keep in step with changing use patterns. It is like your old and steady IP PBX solution may no longer be up to the job and you will need to rope in IP PXB development services to stay on top.

5G, mobility, IoT

Mobility is becoming the mainstay and with 5G on the scene along with IoT in the wings, you can expect IP PBX in 2021 to be capable of doing much more than chit-chat. WebRTC did become important for conferencing and collaboration but it cannot replace good old IP PBX functions like call routing, intercom, call hold and transfer so it will be layered in and take on more challenges, delivering full HD experiences. You think 5G is cutting edge? Think again. NTT DoCoMo and SK Telecom are already working on 6G that will permit AR/VR/MR and 8K video. Is your IP PBX just a glorified UC system at present or is it future ready? If not, you can get IP PBX development services to help you upgrade to the latest tech.

AI/ML PBX

The IVR usually is linked to the IP PBX. You have a vanilla response system with the standard prompts and tree structure. With AI, ML you can expect your IP PBX to be smarter, recognize callers and their usage patterns as well as the hierarchal structure of your organization to transfer calls to the right person. Likewise, the IVR will not simply play a recording but may actually interact with callers – up to a point. Think how enjoyable this will be for customers so get your IP PBX developer to work on it right now.

Blockchain removes transactional roadblocks

We all know how you can make payment over the phone but we are also wary about such transactions just in case a human operator steals card data. Enter blockchain. Your IP PBX with its smart IVR becomes a payment processing powerhouse too. You program your system to send out an IVR call. Targets, knowing payment is automated and blockchain secured, can make payment on phone with confidence.

The cloud IP PBX

It is just so much more convenient given that majority of employees may not be in office but are working from home and use their mobile devices. 63% of those surveyed find that it is a highly effective technology and 62% believe that cloud IP PBX provides ease of access and improves productive collaboration. You also save as much as 90% on international calls and reduce local cost by 40%. A T-Mobile report shows that 7 out of 10 businesses prioritize mobility for business communications. Switching to cloud for IP PBX as a Service could bring a lot of gains though running cost may be a bit higher but gains offset such cost increase.

More of WebRTC and WhatsApp

More of mobility means you can leverage the advantages of WebRTC browser functionality to make and receive phone calls. This is not difficult to do since it does need SIP in the background. Your IP PBX development services can easily configure and add JavaScript to enable remote users to use WebRTC to make and receive phone calls through a browser and call even PSTN lines. Some users, on the other hand, may find WhatsApp communications more suited for some specific tasks. In this case your developer can integrate WhatsApp, a single number serving as the businesses’ official number, accessible by all remote workers.

Should I dump existing IP PBX and get a new one?

By no means. It takes changes quite some time to become mainstream and sideline older ways of working. You can make do without 5G and IoT for the moment and still stay fully functional and up to date if your IP PX is UC enabled. You can, however, make it a point to get WebRTC and WhatsApp integrated into your IP PBX. It will improve working, efficiency and productivity in 2021 when work from home policy will continue.

If you have several branches then you could get the IP PBX development services to put in place hosted multi-tenant IP PBX with WebRTC and WhatsApp. It will certainly improve management and help you to control costs.

Plugs

For those users whose IP PBX solution does not include IVR, now is the time to get the developer to plug in IVR. Additionally, you could also get SMS/Voice mail broadcast plugged into the IP PBX. The former will help you to receive and record calls and distribute to the right WFH employee. The latter helps you create and launch campaigns at a low cost.

If you do not know if you should evolve your IP PXB let the developer assess it and make recommendations.