The Ultimate List of VoIP Statistics for 2023
Many telecommunication providers have announced their PSTN / POTS services’ shut down dates long before the pandemic hit. As a result, Voice over Internet Protocol (VoIP) is becoming the primary medium for business communications and mobile voice services.
Moreover, the businesses hesitant about shifting to VoIP are challenged by the increasing demand for remote work.
Needless to say, the start of this decade marked the hyper-growth period for VoIP services, with increasing demand for the best VoIP providers among businesses of all sizes.
Read on to discover key VoIP stats and learn about the current VoIP market, why and how businesses are shifting to VoIP technology, the costs and savings of using VoIP systems, the impact of VoIP on small businesses, and more critical figures about the VoIP industry.
5 Eye-Opening VoIP Statistics that Prove the Measurable Value of VoIP Services
- VoIP industry is expected to grow at a CAGR of 3.8% from 2022 to 2026, with an estimated value of $102.5 Billion by 2026.
- 63% of startups, 34% of SMEs, and 32% of large-scale organizations use business VoIP software. No large-scale organization said “No” to VoIP technologies for their next upgrade.
- 69.5% of businesses consider reliability the most important aspect of their phone service. 19% consider communication costs, whereas 4% say flexibility is the most important aspect when choosing a VoIP solution.
- Businesses can decrease telecommunication costs by 50% by switching to VoIP software.
- VoIP systems can help save an employee an average of 32 call minutes per day. The IVR feature saves 15 minutes per employee per day. The unified messaging saves 40 minutes per employee per day, whereas the find me/follow me functionality can save 30 minutes a day per employee.
General VoIP Statistics: Individual and Corporate VoIP Market Size
1. VoIP market is expected to grow at a CAGR of 3.8% from 2022 to 2026, with an estimated value of $102.5 Billion by 2026.
(Global Market Insights)
Research and Market’s VoIP market share statistics report that the global VoIP market was valued at US$ 85.5 billion in 2021.
For context, the corporate (SMBs and large enterprises) VoIP industry was valued at US$ 68.3 billion. It is estimated to grow to US$ 83 billion by 2026, exhibiting a compound annual growth rate (CAGR) of 4% from 2022 to 2026.
At the same time, the individual VoIP market will grow at a CAGR of 3% from 2022 to 2026, from US$ 16.9 billion in 2021 to US$ 19.5 billion by 2026.
Looking at the global VoIP market share, Asia Pacific (20%), Europe (25%), South America (15%), and North America (22%) regions dominate the VoIP services market. In comparison, the rest of the world accounts for 18% of the market share.
Due to the high internet penetration rate, Europe will continue to dominate the VoIP sector from 2022-to 2016.
However, the Asia Pacific region will be the fastest-growing market, given the increasing number of internet users is driving the VoIP growth in the region. Moreover, China will be the highest revenue-generating country in the APAC region.
2. The global mobile VoIP market was valued at US$ 46.9 billion in 2020. Plus, it is estimated to reach a size of US$ 183 billion by 2027 — exhibiting a CAGR of 21.5% during the forecast period 2021-2027.
(Persistence Market Research)
At the same time, GrandViewResearch’s mobile VoIP market share statistics highlight that the global mobile VoIP market was valued at US$ 27.5 billion in 2015. The report also suggested that the VoIP sector would grow at a CAGR of 3.8% from 2016 to 2024, with an estimated value of $145.5 Billion by 2024. (Similar to the Business Wire analysis).
The Android OS segment is projected to reach US$ 109.3 billion by 2027, growing at a CAGR of 21%. On the other hand, VoIP growth in the iOS segment is forecast to grow at a CAGR of 23.5% from 2021 to 2027.
According to Persistence Market Research, the computer to phone segment dominates the VoIP services market, with a market share of 42%.
However, the phone to phone segment will be the fastest-growing segment, exhibiting a CAGR of 12.3%. Increasing smartphone users and BYOD (bring your own device) trends in the workplace are driving the VoIP growth in the phone to phone segment. High user penetration of Facebook, WhatsApp, and WeChat is another reason for mobile VoIP sector growth.
Moreover, looking at the end-users, the industrial sector occupies over 52% of the market share as of 2021.
VoIP Statistics: Residential and Business Usage
3. There are over 3 billion VoIP service users worldwide (approximately).
Back in 2017, there were over one billion VoIP users worldwide. At present, there isn’t an official count of current VoIP service users.
However, CallHippo’s earlier report highlighted that the VoIP users will grow by 9.87% from 2017 to 2021, suggesting over 3 billion VoIP users worldwide.
Looking back at the 2013 VoIP subscribers: the US (34 million), Japan (30.9 million), France (22.48 million), and South Korea (12.54 million) were the leading countries in terms of the total number of VoIP subscribers.
Moreover, there were 43.6 million VoIP business VoIP phone lines, and 73 million residential VoIP phone lines in the US (as of 2018).
Globally, 63% of the startups use a VoIP system. Another 24% of startups are planning to install VoIP systems. Plus, 60% of the startups planning to install VoIP systems are still unsure, whereas 25% have decided to upgrade to VoIP systems this year. At the same time, 13% of startups say they are committed to using traditional phone systems.
When asked about their next telephony system, 60% of startups said they would upgrade to a VoIP system. (Lack of legacy systems was the top reason for choosing a VoIP system among startups).
4. 63% of startups, 34% of SMEs, and 32% of large-scale organizations use a business VoIP system.
Of the 34% of SMEs that use a VoIP system, 22.5% use a hosted solution, whereas 58.5% use a hybrid and on-premise phone system.
Moreover, some 68% of the small businesses operate from different locations, of which 55% of small businesses rely on the same VoIP service provider. (Small businesses having 1-5 employees).
54% of large-scale organizations (200+ employees) plan to install a VoIP system for business communications. 24% say they are unsure about using a VoIP phone system.
Additionally, of the 32% of large organizations that use VoIP systems, 37.5% use cloud services in place. Some 42.5% use a mix of hosted and hybrid legacy systems.
Another important thing to note, 53% of large organizations said they are unsure about their next telecommunication infrastructure, while 47% said they would upgrade to VoIP solutions. (No large-scale organization said “No” to VoIP technologies for their next upgrade).
On a side note, 65% of the businesses (all sizes) with different operators do not understand their communication costs and billings.
At the same time, 85% of businesses — all sizes — having a single operator across different locations can comprehend their billings conveniently.
Regarding the overall business communications technology and telecommunications infrastructure, 61% of businesses are switching from traditional phone lines to a VoIP phone system.
Looking back to 2015, 36% of businesses were using VoIP systems. Some 24% were using Plain Old Service Channels. Some 11% relied on Primary Rate Interface software, whereas 8% relied on cellular communication.
Importantly, 74% of businesses using a VoIP system use mobile phones to make and receive phone calls.
VoIP Statistics: Cost Benefits and Savings
5. Businesses can bring down telecommunication costs by 50% by switching to VoIP. Costs savings to businesses without accounting money spent on PBX hardware (telecommunication cost decreases by 49%) vs. accounting PBS hardware (decreases by 69%).
Depending on the organization’s size, the average cost savings from VoIP adoption is 30% to 50%.
For instance, the VoIP adoption statistics from PC world highlight:
- For a company with 30 employees, the average monthly saving by VoIP adoption could be around US$ 1250.
- For a company with 20 employees, the average monthly salary is over US$ 750.
- For a small business with ten employees, the monthly cost savings is around US$ 300.
- Whereas for a solo worker, the monthly cost savings will be around US$ 200.
Moreover, businesses could bring down the international calls costs by 90%. The same goes for cost savings (down by 40%) over local calls.
Additionally, since there are no hardware requirements, the startup costs associated with installing Voice Over Internet Protocol systems are US$ 0. In comparison, bringing in on-premise traditional phone lines will initially cost about US$ 20,000.
At the same time, the annual maintenance costs linked with traditional phone line systems is 1% of the total cost of phone service per month. However, since the VoIP service provider looks over the hardware, the maintenance costs are US$ 0.
Moreover, choosing VoIP software with online conferencing capabilities can reduce the costs linked with video conferencing by 30%.
On top of everything, SpendEdge’s VoIP stats highlight that VoIP prices will increase by only 3% for at least next two years.
6. Mobility increases responsiveness and decreases productivity delays, leading to improved customer interactions.
Telzio’s VoIP Statistics on VoIP call activities benefits indicate that:
- On average, business professionals spend 400 minutes on phone calls. VoIP reduces costs via pay-as-you-go features.
- On average, VoIP systems have three menus, allowing business professionals to start a call with three participants with a few presses.
- Over 89% of the phone menus on the VoIP systems allow customers to add extensions.
- The Interactive Voice Response (IVR) feature helps businesses connect the customers with the right agents, saving 15 minutes per employee per day.
- Unified messaging saves 40 minutes per employee per day by bringing one interface for emails, internet fax, and voicemail. Yes, most VoIP services come with internet fax features, so businesses do not have to invest additionally in an online fax service.
- The find me/follow me functionality can save 30 minutes a day per employee by call forwarding and reaching co-workers on the first attempt.
Moreover, Visual.ly estimates unified communications can save 191 hours/day for an organization with 100 employees.
Furthermore, a VoIP system can help save an employee an average of 32 call minutes per day.
Also, Forrester estimates that integrated communications with video conferencing can boost productivity up to 52 minutes per employee per week. Plus, the unified nature of video conferencing can improve the time-to-value of sales by 70%.
7. Companies that integrate contact centers with unified communications see agent productivity increase by 50%, decreased user complaints by 80%, and improved time handling by 2.9x.
Unified communications unify all business communication tools, including VoIP for phone calls, video conferencing, file sharing, chat, screen sharing, and more.
Over 84% of businesses with unified communications report increased employed productivity and business agility, and flexibility.
Additionally, over 80% report increased sales because of deploying unified communications. Moreover, businesses that integrate UC and CC with a single vendor see savings of 14% more than those that integrate with two or more vendors.
VoIP Statistics: VoIP Technology and Software
8. 69.5% of businesses consider reliability the most important aspect of their phone service. 19% consider communication costs, whereas 4% say flexibility is the most important aspect when choosing phone services.
Globally, 5% of businesses choose VoIP software based on VoIP features, while scalability was the top priority of only 2.5 businesses.
When it comes to large organizations, 79% consider reliability the most important aspect of their phone service, whereas 7% consider VoIP costs.
Reliability remains the top priority when choosing VoIP software, given 1 minute of downtime can cost businesses up to US$ 5,600 (Gartner).
9. Find me/Follow me (77% of them cited it), conference calling (65%), and access to mobile IP PBX (58%) are the top features that helped improve team productivity.
Of the businesses that opted for a new VoIP system, 67% say call handling has become comfortable. 63% cite managing messages has become simple, whereas 57% of businesses said remote work has improved. Over 47% of small businesses are already messaging using VoIP solutions.
Moreover, at least 88% of organizations believe that integrated communications have provided moderate to significant business value.
Additionally, all small teams (individual workers and teams of up to 5), remote workforce, as well as organizations with 100 to 1000 employees with a new VoIP system and integrated communications functionalities say they have delivered great value to their organization.
Also important to note, 91% of businesses cite that compliance with government laws is easier with VoIP systems. Given businesses have to comply with several communication laws (HIPAA, HITECH, etc.) established by the respective authorities, switching to cloud services makes it easier to work according to regulations.
VoIP Statistics: Startups and Small Business
10. Auto attendees (57% of SMEs cited it), automatic call distribution (29%), and internet fax (28%) are the top features used by small and medium-sized businesses.
Over 70% of organizations consider mobility (ability to call from any device) as an essential feature. Given 57% of small businesses rely on VoIP routing and call handling features, it’s no surprise that auto attendees and automatic call distributions were the top requested features by small businesses.
Softphone (25%), conferencing (17%), call recording (16%), and computer telephony integration (16%) are other VoIP features that small businesses rely on.
Moreover, when it comes to the top requested features by businesses, 29% say call forwarding features are essential to them in business phone systems. Voicemail (25%), mobile compatibility (21%), call reporting (7%), monitoring (6%), and voicemail to email (6%) are other top requested features among IP PBX buyers.
Additionally, 6% of businesses need their business phone system to integrate with other software. Of which, over 75% said VoIP solution integration with reliable CRM systems is a must, as it helps them store, organize and analyze data related to customer interactions conveniently.
11. Lack of scalability (15%), aging systems (14%), and lack of PBX applications (13%) were the top reasons cited by small businesses for shifting to VoIP services.
Lack of call routing function (9%), the current system being expensive (9%), the current system being complex (7%), lack of centralized support (7%), support issues (7%), quality issues (6%), uptime issues (6%) were the other top reasons for evaluating new VoIP services among the small businesses.
Additionally, 2% also cited integration issues as the reason for shifting to VoIP systems, given that hosted VoIP software can integrate seamlessly with cloud CRM systems.
Moreover, when it comes to the phone calls factor that impresses users, 22% of customers said auto-greeting creates positive feelings about the business. Vanity number (19%), custom voicemail greeting (18%), custom hold music (16%), tone of auto attendee (16%), and custom hold message (9%) are the other VoIP features that impress customers.
VoIP Statistics: Challenges
12. 46% of all illegal calls worldwide are made via VoIP phones.
A 2015 report VoIP fraud call analysis from Simwood highlights that telecommunication fraud cost customers more than US$ 46 billion annually. And since there is no way to trace IP phones, more and more scammers rely on them to extort customers.
Another top concern is poor cyber security policy. Some 66% of small businesses do not have any solution to rising cyber security.
PRNewswire reports that 70% of SMBs globally experienced cyberattacks in 2018. Another report from ITProPortal highlights that the pandemic increased the number of cyberattacks aimed at VoIP subscribers.
Even among the large enterprises, only 86% say call security is very important, and 14% say it isn’t.
It is critical to understand that 36% of businesses (all sizes) have endured a cyberattack in the past decade; moreover, most cyberattacks happen because of employee negligence.
That is to say — your business should have a cyber security policy and employee training programs on cybersecurity awareness. Moreover, businesses should provide password generators to the employees to help them safeguard their mobile phone. Plus, you can use solutions based on artificial intelligence to stop cyberattacks on your organization.
13. Unbound phone numbers (28%) and explaining the same issue to multiple employees (16%) are cited as top pain points with outbound phone calls.
Businesses failing to reply to voicemails (15%), poor audio quality (11%), inappropriate hours (9%), and no reminder call options (9%) were other pain points cited by customers when it comes to outbound calls.
So, when choosing VoIP providers, ensure to look for VoIP systems that allow showcasing Caller ID to the customers, given over 1/4th of the customers report they don’t pick unknown numbers.
Looking at the customer pain points with inbound calls:
VoIP Statistics: The Future of Business Communications and VoIP Trends
14. The rise of 5G internet connection, artificial intelligence for customer support, smarter VoIP assistants, unified business communications technology, and video conferencing all are likely to impact the VoIP industry for better or worse.
(Persistence Market Research)
5G will be a major driver for the VoIP sector, as the VoIP systems can provide a better quality of service. The time to connect to the network will come down from 10 milliseconds (on 4G) to 1 millisecond with 5G connections.
Also, BusinessWire reports that 95% of all customer interactions will be powered by AI, suggesting that existing call handling, and auto attendees features will further revolutionize and improve VoIP processes.
At the same time, the rise of remote work, especially since the pandemic, indicates that businesses cannot rely on their on-premise phone system anymore.
Nevertheless, Millennials and Gen-Xers prefer messaging and video chats more than phone calls. Additionally, businesses realize the benefits of video communications, given it reduces handle time by 70%. Plus, it has a close rate of 35% to 75%.
Needless to say, video technology is giving tough competition to VoIP (although the VoIP technology is growing). WebRTC technology — real-time communication in a browser using APIs — will merge with VoIP to bring a more seamless communication system.
Still, many businesses' ever-increasing demand for UCaas and mobile UCaaS will increase VoIP use among businesses. And the rise of mobile phone preference among businesses suggests the increase in mobile VoIP users.
What Do These VoIP Statistics Mean for Your Business?
The VoIP statistics show that the Voice Over Internet Protocol (VoIP) system is not about just phone calls and definitely cannot be treated as just any other business telecommunication infrastructure.
Businesses save money, customer services can better represent the company, and employees (including remote work) can save personal time and productivity. Moreover, consumer pain points highlight how VoIP systems can help phone interactions with customers. Additionally, its ability to integrate with other software like ecommerce CRM tools are helping businesses store, organize, and analyze data related to consumer interactions conveniently.
So, if your company still hasn’t upgraded from a traditional phone line to VoIP systems, now is the time to choose the best business phone service and move to a more reliable and flexible system that makes your communication system intelligent.
- Research and Market
- Global Market Insights
- Business Wire
- Persistence Market Research
- Spectrum VoIP
- Software Advice
- Software Advice
- Persistence Market Research
- Business Wire