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‘Telephones Will Nonetheless Be a Main Enterprise Communication Device’ in 2023 – RingCentral Report


A report printed by RingCentral reveals the seven enterprise communication developments that the corporate expects to see throughout 2023.

The report’s theme means that the telephone remains to be the first communication software utilized by companies.

RingCentral has labored with Ipsos to survey IT decision-makers whose solutions have helped to develop the report.

Andy Cheng, Content material Advertising and marketing Supervisor, RingCentralcommented: “If the previous three years have taught us something, it is that how we talk is important to enterprise success.

“Our telephones are on the middle of all of it. From discussing a undertaking with a teammate to closing a sale with a big shopper, calling is most popular by corporations of all sizes. And we now have the numbers to show it.

“With the assistance of Ipsos, we just lately surveyed greater than 350 IT decision-makers about how they presently use voice communication of their workflows and what their plans are for the longer term.”

1. Telephones are the Main Enterprise Communication Device

RingCentral’s analysis discovered that over 90 % of respondents stated that telephones are thought-about a major communication software.

The survey discovered that this was the case with companies that do not take into account telephones their main communication channel, with 40 % saying it’s considered one of their major instruments.

The findings backed up knowledge from RingCentral’s latest NTT International Buyer Expertise Benchmarking Report, which discovered that companies take into account telephone or in-person communication to be the popular methodology for important enterprise processes.

The report discovered the next:

  • 71.4 % want telephone or in-person communication when dealing with retention, escalation, and dispute decision points.
  • 63.6 % want telephone or in-person communication for outbound gross sales and 54.8 % for inbound gross sales.
  • 43.6 % say they like to deal with basic customer support points over the telephone or in-person.

2.Measurement Would not Matter

The report suggests it does not matter how huge or small a enterprise is, telephone calls stay a well-liked communication methodology whatever the dimension.

RingCentral’s examine discovered that small corporations (with zero to 99 staff) have been more likely to say {that a} telephone is their main communication software.

Massive companies (1,000 to 9,999) have been the following highest group to say that telephones have been their main communication methodology.

Total, 52.1 % of all companies surveyed stated that telephones are their main communication methodology.

3. Professionals Want Cellphone Requires Exterior Communication

RingCentral’s analysis reveals that almost all of staff want to make use of the telephone for each inner and exterior enterprise communication.

In line with the survey responses, enterprise leaders want to have conversations over the telephone when talking with people as an alternative of teams.

The next statistics are the breakdown from the RingCentral report:

  • Inside calls: 73.8 %.
  • Inside conferences: 58.6 %.
  • Exterior shopper calls: 82 %.
  • Exterior shopper conferences: 60.8 %.
  • Exterior vendor calls: 69.6 %.
  • Exterior vendor conferences: 49 %.
  • Outbound buyer calls: 63.4 %.
  • Inbound customer support: 52.1 %.

The report additionally highlighted that greater than half want to make use of telephones when talking to teams of crew members or prospects in conferences.

4. Adoption Hole Between Cellphone Techniques

The report has highlighted that there’s nonetheless an adoption hole between conventional and cloud telephone techniques inside organisations.

In line with the examine, conventional options are nonetheless extra well-liked than cloud techniques, with 64.8 % of staff utilizing a enterprise quantity on a cell phone and 50.1 % utilizing a private quantity on a cell phone for enterprise communication.

Greater than half of the individuals surveyed (53.2 %) stated their corporations use legacy on-premise telephones for enterprise communication.

That’s in comparison with solely 30.7 % of corporations that use cloud-based telephone techniques for a similar goal.

RingCentral state that they count on the adoption to extend over time, particularly with the rise of hybrid and distant work.

5. Enterprise Cellphone Use Anticipated to Improve

RingCentral’s analysis additionally reveals a big proportion of corporations expect telephone use for enterprise functions to extend within the coming years.

Solely 5 % of those that participated within the examine count on telephone use to lower.

Twenty-nine % say that it’s going to “improve so much”, 34.1 % say it is going to “improve slightly”, and 31 % state that it’s going to “keep the identical”.

6. Companies Need Versatile Options

RingCentral discovered that companies need flexibility from their telephone providers, particularly for options accessible via a number of gadgets.

The report suggests that almost all companies need options that enable staff to put and obtain enterprise calls (33.8 %) and particular person enterprise SMS messages (30.1 %) from a private pc.

Among the different well-liked function requests embody the next:

  • 27.6 % need the flexibility to file calls on demand and retailer these recordings within the cloud.
  • 25.9 % need high-volume SMS for mass advertising and marketing and buyer care.
  • 25.1 % wish to port present telephone numbers to a brand new supplier with ease.
  • 23.4 % need the flexibility to log calls mechanically in varied business-critical apps.
  • 22.5 % need visible voicemail and voicemail subscriptions.
  • 22.5 % need basic native, worldwide, and toll-free telephone numbers on demand for customer-facing groups to make use of.
  • 16.3 % wish to ship and obtain eFaxes.

7. Companies Plan to Use SMS

In line with the RingCentral examine, over 95 % of companies are utilizing SMS in some capability.

Slightly below 1 / 4 of corporations (23.9 %) take into account SMS their primary communication software.

One other 42.5 % stated SMS will not be their main communication software, however it’s nonetheless considered one of their major ones.

RingCentral says its analysis additionally reveals that bigger corporations usually tend to take into account SMS as a main communication software than smaller ones.

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