Home » ‘Phones Will Still Be a Primary Business Communication Tool’ in 2023 – RingCentral Report

‘Phones Will Still Be a Primary Business Communication Tool’ in 2023 – RingCentral Report

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A report published by RingCentral lays out seven business communication trends the company expects in 2023.

The theme of the report suggests that the phone is still the primary communication tool used by businesses.

RingCentral worked with Ipsos to survey IT decision makers and their responses helped create the report.

Andy Cheng, Content Marketing Manager, RingCentralcommented:

“Our phone is at the center of everything. From discussing projects with teammates to closing deals with large clients, the phone is preferred by companies of all sizes. I have the numbers to prove it.

“Recently, with the help of Ipsos, we surveyed over 350 IT decision makers about how they are using voice communications in their workflows today and their plans for the future.”

1. The phone is the main business communication tool

According to a RingCentral survey, over 90% of respondents say the phone is considered their primary communication tool.

According to the survey, this is true for businesses that don’t see the phone as their primary communication channel, with 40% saying it’s one of their primary tools.

The findings corroborate data from RingCentral’s recent NTT Global Customer Experience Benchmark Report, which found that companies believe telephone or face-to-face communication is the preferred method for critical business processes.

In the report we found:

  • 71.4% prefer phone or face-to-face communication when handling retention, escalation, and dispute resolution issues.
  • 63.6% prefer phone or face-to-face communication for outbound sales and 54.8% for inbound sales.
  • 43.6% said they prefer to handle general customer service issues over the phone or in person.

2. Size doesn’t matter

The report suggests that the telephone remains a popular method of communication for businesses large and small, regardless of size.

A RingCentral study found that smaller businesses (0-99 employees) were more likely to say the phone was their primary communication tool.

Large companies (1,000 to 9,999) were second only to those who said the telephone was their primary means of communication.

Overall, 52.1% of all companies surveyed said the phone is their primary means of communication.

3. Professionals prefer the phone for external communication

According to RingCentral research, the majority of employees prefer to use their phones for internal and external business communication.

According to survey responses, business leaders prefer to talk over the phone when talking to individuals rather than groups.

The following statistics are a breakdown of RingCentral reports.

  • Internal call: 73.8 percent.
  • Internal meeting: 58.6 percent.
  • Calling external clients: 82 percent.
  • Meetings with external clients: 60.8 percent.
  • External vendor calls: 69.6 percent.
  • External vendor meetings: 49 percent.
  • Outbound customer call: 63.4 percent.
  • Inbound Customer Service: 52.1 percent.

The report also highlights that more than half prefer to use their phones when talking to team members or groups of customers in meetings.

4. Adoption Gap Among Phone Systems

The report highlights that there is still an adoption gap between traditional and cloud phone systems within organizations.

According to the survey, 64.8% of employees use business numbers on their mobile phones and 50.1% use personal numbers on their mobile phones for business communication, traditional solutions are still more popular than cloud systems.

More than half (53.2%) of those surveyed said their company uses traditional on-premises phones for business communications.

In comparison, only 30.7% of companies are using cloud-based phone systems for the same purpose.

RingCentral says it expects adoption to increase over time, especially with the rise of hybrid and remote work.

5. Use of business phones expected to increase

The RingCentral survey also shows that a significant percentage of businesses expect the use of phones for business purposes to increase in the next few years.

Only 5% of those who took part in the survey expect their phone use to decrease.

29% said they would “increase a lot”, 34.1% said they would “increase a little”, and 31% said they would “stay the same”.

6. Enterprises want flexible solutions

RingCentral found that businesses want flexibility in their phone service. Especially when it comes to features that can be accessed from multiple devices.

The report suggests that most companies would like the ability for employees to make business calls (33.8%) and send and receive personal business SMS messages (30.1%) from their personal computers.

Other common feature requests include:

  • 27.6% want the ability to record calls on demand and store those recordings in the cloud.
  • 25.9% want bulk SMS for mass marketing and customer care.
  • 25.1% would like to easily port their existing phone number to a new provider.
  • 23.4% want the ability to automatically record calls in various business-critical apps.
  • 22.5% would like to subscribe to visual voicemail and voicemail.
  • 22.5% want on-demand common local, international and toll-free phone numbers for customer-facing teams.
  • 16.3% would like to send and receive eFaxes.

7. Companies planning to use SMS

According to RingCentral research, over 95% of businesses use some form of SMS.

Just under a quarter (23.9%) of businesses consider SMS to be their number one communication tool.

Another 42.5% said that SMS is not their primary communication tool, but it is still one of their primary communication tools.

According to RingCentral, their research shows that large businesses are more likely than small businesses to view SMS as their primary communication tool.

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