Session Initiation Protocol (SIP) Trunking
- The number of SIP trunks grew by 83% in 2012.
- 13% of firms are using SIP for 100 percent of their WAN traffic. By 2018, 42% of firms will send 100% of their traffic over SIP trunks.
- 80% of business with 20,000 employees say SIP is very important. 80% of businesses with 100-500 employees say the same.
- For the majority of businesses using SIP trunking, the connection with the PBX is made natively; while for only 31%, the connection is made via premises-based enterprise SBCs.
- The percentage of respondent companies saying they use SIP trunking grows from 38% now to 58% in 2015, while the percentage using T1 lines declines from 71% now to 55% in 2015.
- With up to 70% cost savings at stake, small and medium businesses are taking a serious look at SIP.
- By next year, Gartner predicts that 50 percent of U.S. business exchange lines will be SIP-based.
VoIP Transition and Reliability
- A recent survey of decision-makers involved in the selection of SIP trunking providers showed that quality problems are very rare.
- 57% of survey respondents started looking into VoIP systems in 2014Only 1 respondent out of 208 reported being dissatisfied with call quality.
- 17% percent cited lack of reliability as the primary reason why they were switching to VoIP.
- Only 6 percent had IT job titles.
- 14 percent of businesses without full-time IT on staff ran into networking issues with VoIP technology, even with multiple sites in their voice networks. This finding suggests that it’s eminently feasible for businesses without IT personnel to deploy VoIP technology successfully.
- 77 percent wanted hosted systems.
- In some cases, installing VOIP services for one person can be as easy as inserting a $15 to $20 pre-programmed dongle into a USB port in your desktop or laptop.
- 39% of employees are resistant to change.
- Quality of Service (QoS) protocols—evaluate disruptive factors like jitter, latency, and delay, and guarantee that certain resource levels are allocated to voice traffic.
VoIP and Customer Service
- 92% of 1,000 consumers surveyed in the 2015 U.S. State of Multichannel Customer Service Report say they now expect a brand or organization to offer a self-service customer support page or portal.
- 61% have a more favorable view of the brand or organization if its online self-service offering is mobile responsive.
- More than half of consumers now expect a response from a brand or organization within 24 hours.
- Customers are more likely to praise a brand for great service on social media rather than complain about a poor customer service experience.
- Today, 88% of all businesses believe that they deliver “excellent” customer experience.
- Unfortunately, only 8% of their customers believe the same thing. Such misjudgments of customer expectations can significantly impact the bottom line.
- Brands that consistently delivered better customer experiences over the past five years produced a cumulative return of 22%.
- The level of complexity within an operator’s network is more pronounced now than ever before.
- By 2020 there will be 25 billion connected devices.
- With global smartphone use expected to reach two billion in 2015, it is crucial for businesses to adapt to their customers’ communication preferences.
- 53 percent of respondents aged 18 to 34 preferred electronic media (email, social media, text messaging, web chat, etc.) over traditional phone calls for customer service support.
- 87 percent said that brands must work harder to create a seamless experience for customers.
- 70% of contact centers plan to expand the use of virtual agents in 2015.
- Verizon’s 2016 Data Breach Investigations Report (DBIR) lifts the lid on what’s really happening in cybersecurity.
It’s all in the numbers.
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