As a technological solution, Voice over Internet Protocol, or VoIP, is no longer new, but it still has plenty of room for improvement. Recent developments in other areas of IT can now be integrated with VoIP to make it more secure and increase its utility. Here are some of the newest and most game-changing ones that increase the value your organization gets out of VoIP.
Recent developments in other areas of IT can now be integrated with VoIP to make it more secure and increase its utility.
Cybersecurity advancements help thwart VoIP hacking
Cybercriminals frequently target VoIP technologies, just like other internet-based business solutions. They can use hacking software to capture voice data as it is being transmitted online to listen in on conversations or expose sensitive information. And by stealing your staff's VoIP account credentials via phishing, they can take over VoIP accounts to steal confidential information or carry out social engineering scams against vendors, clients, or your own business.
Thankfully, leading VoIP solutions providers can now thwart eavesdroppers by using VoIP call encryption. This type of encryption scrambles voice data into indecipherable data packets, which means that any unauthorized party listening in won't be able to make out anything.
As for phishers, you can block them with multi-factor authentication (MFA). MFA requires users to submit identity authenticators such as fingerprint scans or one-time passcodes in addition to their usernames and passwords. Since it's highly unlikely for hackers to have all of the required authenticators, they won't be able to hijack your VoIP accounts.
Artificial intelligence (AI) increase VoIP’s utility
AI is a technology used in the development of programs that can process vast amounts of data, recognize patterns, and ultimately make decisions and formulate solutions to problems without human intervention. It is a transformative tool that is now enhancing VoIP in the following ways:
Also known as speech-to-text, this AI-powered solution transcribes voice calls into text. Thanks to the latest advancements in AI technology, voice-to-text can now more accurately transcribe words from speakers with different accents and speech patterns. More languages and dialects are constantly being added to virtual lexicons, which means AI programs have a greater chance of immediately and correctly detecting the speaker's language. Additionally, AIs are now much better at separating voices from ambient noise, further improving transcription accuracy.
AI-augmented VoIP systems can easily turn phone conversations into text files. These written records are useful for gleaning consumer insights, ensuring process transparency, and providing other AI programs with more data.
Speech isn't just about what's said, but also how things are said. AI-enhanced VoIP systems can analyze a speaker's tone and assign meaning to it. To illustrate, AI can detect when a caller is frustrated, confused, or pleased with how a phone conversation is going.
This information, when combined with other information derived from transcriptions and metadata of previous calls, becomes a treasure trove of customer insights. You'll be able to see more clearly what customers prefer, what motivates them, and why they behave the way that they do. And when you know your customers better, you can serve them better.
Interactive voice response (IVR)
When your company can't afford a receptionist, having IVR is the next best thing. You can use IVR to automatically take appointments, make reservations, redirect callers to the right department without making them wait, and answer queries by retrieving information from databases.
IVR can be enhanced with real-time text messaging, which is useful for customers with hearing impairments. And when customers bring up issues that are too complex for IVR to handle, the tool can escalate those issues to human customer service representatives.
Since VoIP calls transpire over the internet, call quality depends on the quality of your internet connection. Slow internet speeds and congested networks cause jitter, crackling noises, call delays, and dropped calls.
But, with 5G promising much higher speeds, greater bandwidth, and lower network latency, those problems will be things of the past. More than this, 5G will enable large-scale group calls and video conferences, which is perfect for organizations with teams scattered all over the country and the globe.
To learn more about how you can maximize your VoIP system, schedule a call with our Business Phone Systems specialists at Fidelis .