在过去的十年中，VoIP或通过Internet协议的语音在互联网协议中持续增长。它改变了企业与客户和员工交流的方式 - 使隔壁的人与世界的另一端一样容易。2020年VoIP趋势将带来更多变化。
但是首先，VOIP是什么？
VoIP技术使您可以通过Internet连接而不是典型的电话线进行呼叫。您甚至不需要手机就可以通过VoIP拨打电话 - 它也可以通过计算机来使用。
Outside of work, you're probably using VoIP services like WhatsApp, Skype, and Facebook Messenger.
Business VoIP tools are designed for call centers and any businesses making regular calls, such as in their sales and customer support teams.
一些最流行的VoIP提供商业务ss are环状，，，，Jive，，，，蚱蜢，，，，and航空公司。
9 VoIP trends for 2022
1. Smaller businesses adopting VoIP
更好的声音质量，通过云的访问以及低成本使VoIP近年来对小型企业更具吸引力。VoIP是一个不错的选择，对于想要以便宜的价格在世界任何地方拨打常规电话，并与CRM联系记录无缝连接的小型企业。在2021年，可以期望有更多的中小型企业采用负担得起的VoIP技术。
2. AI分类和分配传入消息
As a VoIP trend for 2021, AI will continue to get more powerful. VoIP service providers will be better at automatically classifying and allocating incoming messages, based on required agent competency, urgency, and skillset.
3.将VOIP数据与其他客户数据集成
传统电话通过座机的主要缺点之一是它没有给您任何数据。但是，使用VoIP，您会自动获得一些有用的见解，以了解与客户交流的频率，团队在呼叫上花费多少时间以及需要更多呼叫中心资源的时间。bob体育苹果系统下载安装
In addition, make sure your VoIP service and CRM are integrated - this will ensure that both apps have fully enriched contact databases, have updated automatically, and are in real-time.
4. AI防止欺诈
某些AI甚至可以检测到一个人的声音中的不真实性，并使用生物识别标记来防止欺诈。细微差别技术作为更广泛的欺诈检测系统的一部分，使用已知欺诈性声音的数据集为财富500强公司提供了反欺诈的语音措施。
Beyond 2021, we anticipate anti-fraud AI technologies to become more accessible to smaller businesses, especially as popular cloud-based VoIP tools connect with larger AI players.
5.多层安全以减少漏洞
VoIP security hacks gained front-page headlines in recent years. In May 2019, some high-profile WhatsApp accounts were targeted by a hack that could inject malware onto their phones — and steal data from them — simply by calling them. They didn't even need to pick up, and the calls often left no trace on the phone's log.
德国安全通讯公司Cryptophone首席执行官Bjoern Rupp说in an interview with Wired：“安全绝不是WhatsApp的主要设计目标，这意味着WhatsApp必须依靠以具有漏洞而闻名的复杂VoIP堆栈。”
We can expect VoIP services to introduce more powerful multi-layer security in 2021 to avoid similar hacks.
6.通过语言智能路由
For businesses serving their customers in different languages, it's not always easy to personalize customer experience. However, more VoIP tools are offering language recognition features that route calls to the right reps according to language. With RingCentral, for instance, you can recognize and route calls in 70+ languages.
7. Calls being just one part of omnichannel support
Calls are just one part of the customer support parcel, just like tweets, live chat messages, and emails. No matter your industry, you'll attract and retain far more customers if you're available to chat on your customer's channel of choice and provide excellent service.
VoIP tools that offer an omnichannel view of support or that talk to all of your key business tools -as Aircall does beautifully- 在2021年领先。
8. Using VoIP APIs in innovative ways
将来，期望以创新的方式看到API链接先前断开的系统和数据。作为一个例子，开发人员迈克·斯托（Mike Stowe）共享在培养基上他如何将RingCentral API与WordPress网站连接起来，以在发布新帖子时向粉丝发送短信通知。
9. VoIP tools as an essential part of tech stacks
2021年最重要的VoIP趋势之一是VoIP服务与更广泛的销售和支持堆栈更加融合。在为您的业务选择最佳的VoIP服务时，必须考虑平台如何适合您的其他工具。
