RingCentral Study Finds Calling is Alive, Healthier Than Ever

Enterprises large and small are still finding value in telephony services for internal and external communication and collaboration.

2 Min Read
RingCentral Study Finds Calling is Alive, Healthier Than Ever

RingCentral recently surveyed 350 business leaders and technology decision-makers to get a sense of the state of enterprise communications. While enterprise messaging and video usage have increased significantly over the years, RingCentral’s data shows telephony continues to be the preferred mode of communication.

Most enterprises (over 90%) still consider the phone as their primary tool, according to the “7 Key Communication Trends for 2023” report. Even 40% of companies that don’t primarily use the phone said it’s still one of their main tools. According to 95% of business decision-makers, the phone is also essential for customer engagement and revenue generation.

Although smaller companies with up to 99 employees are most likely to use the phone as their primary communication tool (58%), large enterprises with 10,000 or more employees mainly use the phone as well (55%). The findings show company size doesn’t really affect phone usage; it remains a popular tool for companies of all sizes.

The reason why telephony continues to be popular in the enterprise is because it’s used for both internal and external communications. The report found that 74% of the respondents use phones for internal calls, 59% for internal meetings, 82% for external client calls, 61% for external client meetings, 70% for external vendor calls, 64% for outbound customer calls, and 52% for inbound customer service.

Related:Automation Pros and Cons for Remote Team Collaboration

A significant amount of industry chatter is around calling dying or claiming that the phone is dead. In reality, calling and video are the only channels that provides a human touch, and video is difficult to use in certain situations. Digital channels, such as bots and e-mail, are fine for low complexity and simple interactions. But when people want to discuss things like money, health, their jobs, or anything that can cause anxiety, the phone is often the best way to do it, as the person on the other end can react with empathy and understanding. That doesn’t happen with digital channels.

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About the Author(s)

Zeus Kerravala

Founder and Principal Analyst, ZK Research

Zeus Kerravala is the founder and principal analyst with ZK Research.

Kerravala provides a mix of tactical advice to help his clients in the current business climate and long term strategic advice. Kerravala provides research and advice to the following constituents: End user IT and network managers, vendors of IT hardware, software and services and the financial community looking to invest in the companies that he covers.

Kerravala does research through a mix of end user and channel interviews, surveys of IT buyers, investor interviews as well as briefings from the IT vendor community. This gives Kerravala a 360 degree view of the technologies he covers from buyers of technology, investors, resellers and manufacturers.

Kerravala uses the traditional on line and email distribution channel for the research but heavily augments opinion and insight through social media including LinkedIn, Facebook, Twitter and Blogs. Kerravala is also heavily quoted in business press and the technology press and is a regular speaker at events such as Interop and Enterprise Connect.

Prior to ZK Research, Zeus Kerravala spent 10 years as an analyst at Yankee Group. He joined Yankee Group in March 2001 as a Director and left Yankee Group as a Senior Vice President and Distinguished Research Fellow, the firm's most senior research analyst. Before Yankee Group, Kerravala had a number of technical roles including a senior technical position at Greenwich Technology Partners (GTP). Prior to GTP, Kerravala had numerous internal IT positions including VP of IT and Deputy CIO of Ferris, Baker Watts and Senior Project Manager at Alex. Brown and Sons Inc.

Kerravala holds a Bachelor of Science in physics and mathematics from the University of Victoria in British Columbia, Canada.

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No Jitter, a sister publication to ITPro Today, is a leading source of information and objective analysis for enterprise communications professionals and decision-makers faced with rapidly evolving technologies and proliferating business/management challenges.

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