Voice over Internet Protocol (VoIP) continues to gain momentum as legacy phone branch exchange (PBX) contracts run out and business owners realize the cost savings and features available through VoIP. As the year draws to a close, it’s a good idea to look ahead to the emerging technology that will shape VoIP installations in 2019, including Communications Platform as a Service (CPaaS) and Web Real Time Communications (WebRTC) – largely empowered through application programming interfaces (APIs).
Here are the VoIP terms you should be familiar with, beginning with the most impactful areas, CPaaS and WebRTC:
CPaaS: You’re already familiar with the technology that has allowed enterprises to become more agile at interacting with customers according to customer preferences. In the next year, expect the lines to continue to blur between Unified Communications as a Service (UCaaS) and CPaaS. Desk phones could begin to have built-in customer applications and there will likely be more fully integrated merging of customer-facing technology with applications like Salesforce and Marketo.
Watch for CPaaS to also deliver more communication options to customers according to their preferences. This could come in forms like a smart TV that receives texts and calls. CPaaS will continue to enable real-time interactions that meet changing customer expectations.
On the enterprise side, you can expect to see security efforts expanded as formal regulations take shape and customers become more integrated with enterprise technology.
IP phones: While some companies use legacy phones in order to save on a cloud communications transition, many quickly find that their features are limited by the desk phones. Expect to see companies embrace the investment in IP phones in order to access Bluetooth technology, HD voice, WiFi and hands-free calling.
APIs: Expect that as CPaaS and WebRTC each become more enveloped in essential cloud communications, APIs will be the connection point for better integration. APIs will be critical for streamlining tools across organizations for a more cohesive customer experience.
For more information on emerging technologies, contact us at VoIP Innovations. We can help you create a strategy for integrating CPaaS and WebRTC into specific business situations and demonstrate how they add value. We look forward to working with you.