50 VoIP Statistics to Reveal the Future of Phone Systems

Voice over internet protocol (VoIP) lets users make voice calls using an internet connection rather than a traditional phone line. It’s a cloud phone that makes communication cheaper and more flexible. You can make calls from a computer, a VoIP phone, or a regular phone connected to a special adapter. Call forwarding and queuing features make it suitable for business use cases. 

It offers portability to people who travel or work from different locations since all you need to make calls is a broadband connection and access to your VoIP account to make calls. 

VoIP providers offer multiple, less expensive alternatives that cost much less than establishing phone system infrastructure. It lets you scale operations easily and at a cheaper cost. Take a look at the VoIP statistics below to understand more about the state of the market and VoIP’s place in modern businesses. 

VoIP market statistics 

VoIP is growing fast because it's cheap to set up and maintain, only needs a small staff, and prides itself on its many great features. Our growth statistics show market trends at present and in the near future. 

• In 2024, the VoIP services market is set to reach an impressive $194.5 billion.
• The global VoIP market is expected to hit $55 billion by 2025.
• From 2019 to 2025, the global unified communication (UC) market could grow by 16.8% every year.
• The mobile VoIP market will reach $183.7 billion by 2027, growing 21.5% from 2020.

• With more people working remotely – nearly one-third of employees now – there's a bigger demand for VoIP.
• The unified communication as a service (UCaaS) market is expected to reach $69.93 billion by 2028.
• During the COVID-19 pandemic, VoIP and video conferencing usage shot up by 212%.
• In 2020, there were 1,088 VoIP businesses in the US.
• Android OS's had a share of $109.5 billion of the mobile VoIP market in 2020.
• It's projected that there will be 204.8 billion corporate VoIP subscribers worldwide in 2020.

VoIP usage statistics

North America accounts for the largest VoIP market share worldwide. The increasing popularity of the bring-your-own-device (BYOD) strategy in businesses is driving the growth of VoIP in the region. Remote work has further fueled its usage across multiple sectors. 

• 36% of software buyers prefer VoIP services, while 24% still use traditional phone services, aka the “plain old telephone service”  (POTS).
• About one-third (31%) of businesses use VoIP systems.
• From 2010 to 2018, US VoIP business lines soared from 6.2 million to 41.6 million.
• By the end of 2021, 90% of IT leaders planned to stop buying on-premise communication tools.
• Small businesses save an average of 68% by switching to VoIP usage-based plans.
• During India's first COVID-19 lockdown phase, VoIP chat app usage rose from 3.45 to 5.22 hours per week.
• In April 2020, Webex hosted 25 billion meeting minutes and half a billion participants, tripling its usual volume.

• In the US, 71% of people use VoIP services on computers. It’s 49% for smartphones.
• Many small businesses use VoIP for auto-attendants (57%) and automatic call distribution (29%).
• Most CEOs prefer in-person meetings over phone calls, spending 61% of their time face-to-face and only 15% on calls.
• 69% of employees use internet-based voice services like VoIP or unified communications (UC).
• Around 3 billion people use mobile VoIP services globally.
• VoIP can cut costs by 45% compared to traditional phones, increase productivity by 67%, improve voice quality, and save costs by empowering remote workers.
• Companies mainly invest in phone (87%), email (77%), and text messaging (72%) technologies for customer communication.

VoIP cost saving statistics

Cost savings are one of many benefits that VoIP systems bring to users, but that’s only the beginning. Increased productivity and efficiency are Let the stats speak for themselves about the pros of VoIP in business. 

• VoIP can cut company phone bills in half.
• Small businesses can slash their starting costs by up to 90% using VoIP.
• VoIP service prices might increase by 3% in the next two years.
• Cloud-based contact centers have the potential to reduce IT staff costs by 15%.
• Businesses using voice and video conferencing with UC save 30% on these tools.
• Small businesses save about 32 minutes each day with VoIP.

• Businesses usually save 30% to 50% on their phone costs with VoIP.
• Unified messaging helps workers save up to 43 minutes daily, and mobile workers save up to 55 minutes.
• VoIP cuts bandwidth use by 50% just from muting inactive speakers.

Why VoIP makes sense for modern businesses

The benefits make a strong case for VoIP in modern business, but let these statistics tell you why companies are becoming more inclined toward adopting cloud phones. 

• 60% of customers prefer calling businesses for contact.
• 61% of millennials find texting the best way to connect with businesses or brands.
• 83% of companies have lost customers, missed deadlines, or fired employees because of communication problems.
• 86% of customers expect smooth transitions between different communication channels.

• 62% of contact centers use automated speech solutions like IVR for customer service.
• VoIP elevates company productivity by up to 20% by enabling calls from anywhere.
• 79% of consumers look for self-service support options from organizations.
• 92% of customers would use a self-help knowledge base if available.
• In the UK, 87% of people make calls with smartphones, 17.5% use iPads, and 17% phone using their laptops. 
• American employers can save $11,000 per employee annually by allowing 50% of their work from home to be done with cloud-based VoIP that supports remote access.

VoIP risks

While considering VoIP phone systems, businesses should be careful about some risks that they might pose. Many scammers use VoIP systems to make fraud calls. These statistics give a brief overview of VoIP challenges. 

• Scammers and phishers increasingly use VoIP, with no sign of this trend decreasing. Shoppers face a $28 billion loss due to toll fraud.
• 46% of illegal phone calls use VoIP technology.
• About 70% of organizations report facing 20 to 50 distributed denial of service (DDoS) attacks monthly, which disrupts VoIP services by overloading servers.

Make phone systems flexible and scalable 

VoIP works well with business tools and easily scales up as your company grows. You can use it anywhere with a good internet, but be cautious of the risks involved so you prevent misuse and fraud. 

Overall, VoIP is a great choice for modern communication, letting professionals like you save time and augment their productivity to seamlessly connect with customers. 

Learn more about call queuing and understand how you can effectively use VoIP phone systems in your business.