While phone system use is declining for many businesses, overall call volumes are often not. The decline is offset by rising volume of calls into contact centers due to an increasing number of remote employees and customer support needs. About a third of the study’s respondents are adding calling capacity, while just under 7% are reducing.
Desktop phones were seeing a decline even before the pandemic, as business calling increasingly shifted to PC softphones with headsets or mobile apps. The ever-growing use of mobile phones creates a challenge for businesses wishing to integrate calling into apps like CRMs with the goal of automatically tracking calls to and from prospects and clients.
Like most collaboration and communications platforms, the enterprise phone system is undergoing an accelerated rate of transformation. The future will see even more meeting apps and a further convergence of mobile devices and enterprise telephony capabilities to provide seamless integration with back-office applications.