The channels and tools of communication at the office have evolved. Nowadays, companies need to differentiate themselves from their competitors when it comes to quality of service and user experience while still keeping the cost of their phone switchboard affordable.

The trends in IP telephony and phone switchboards are constantly evolving, and 2017 brings ones that are not to miss:

The Cloud

The innovation of workspaces and the need for mobility have launched a craze for the Cloud. Today, companies of all sizes propose to host the telephone switchboards of their clients. Without a doubt, 2017 will be a defining year in which we will see significant progress towards this trend. According to a Frost & Sullivan report, the user base of unified communications in the Cloud is expected to grow by 25% to 30% per year by 2020.

Business applications integration

For companies, it is important to always be aware of developments in new technologies that complement their information systems and can be used to improve the quality of service for clients, can lead to the conversion of potential clients into regular buyers and can help with closing sales.
A proprietary telephone exchange is nothing but a box in a room that doesn't communicate with other business applications. Connectivity and integration is becoming increasingly necessary and companies are beginning to see the need for unified communications as an additional service.

Security

Given the growing use of unified communications in 2017, security will be an important factor to keep an eye out for as well. IT managers need to avoid the use of proprietary protocols, most of which have obsolete systems, and adopt new technologies, such as secure tunnels and the management of peripherals, the deployment of session border controllers and antipiracy and fraud protection systems.

Collaboration

Internet communication has evolved beyond anything we could have imagined. You can communicate with someone you have never met or even discover places you have never visited. Most consumers today don't want to use the same apps they use at work with their friends. Web tools such as video conferencing are particularly useful for SMEs/SMIs with remote teams or with teams that need to communicate fast, for example, by using instant messaging, sharing documents and collaborating in real time.

In a nutshell

When it comes to your Unified Communications choice in business phone systems, 2017 can be a turning point. The opportunities created by the Cloud, the facility to integrate it to different applications such as CRMs, its security aspects, as well as the access to real time collaboration tools which incorporate voice, video, chat and document exchange features are all essential in this choice.