12 Ways the Telecom Industry is Changing


Telecom companies have become the basis on which many businesses have survived during the pandemic. New capabilities such as remote working, remote learning, and remote collaboration have become necessary rather than convenient.

The industry's structural improvements are focused on generating new value and ensuring that communication and content services are digital. They can support us to live, work, and conduct Business more productively by utilizing new wireless technologies (e.g., 5G), VoIP, edge computing, big data, Cloud, IoT, and more to solve problems and profit from breakthroughs.

1. Remote workflow and collaboration

Following the COVID-19 pandemic, businesses and industries worldwide were forced to rethink employment and ensure business survival by adopting the remote work paradigm.

As we all know, the success of remote working depends on two factors: good communication and cooperation. As more businesses choose remote work, cloud-based telecom providers are upping their game by offering intelligent tools to improve internal team communication. Shared call logs, call notes, tags, and other features may help ensure seamless communication among team members while creating a straightforward process.

Similarly, corporate telephony has begun to provide solutions for remote work monitoring and activity tracking. In 2021, call monitoring solutions that include real-time dashboards, discrete listening, and performance analysis offer cloud-based phone systems an edge. eFone hosted VoIP phone systems are the perfect solution for it. 

2. 5G network has gone mainstream

In Canada, the widespread deployment of 5G is one of the most talked-about VoIP industry developments for 2021. 5G rollout is critical in today's corporate environment of remote working and digital collaborations.

5G networks are renowned for their high surfing speed, improved mobile broadband connection, and enhanced network capabilities, in addition to allowing seamless communications. These will help corporate telephony better serve its clients and stay up with the fast-paced business environment.

5G also enables telecommunications and other companies to change the way they operate and provide services. Manufacturing, healthcare, and other sectors may all benefit from technological advancements. It's no surprise that the GSMA estimates that 5G will create $700 billion in economic value.

However, telecom companies must now offer more than just a network; they must also bring together all capabilities. Integrating 5G with cloud computing and IoT devices is a standard part of this approach (e.g., sensors).

3. Internet of Things

In two ways, the Internet of Things, which is referring to the billions of devices that are now connected to the internet, is pushing transformation in the telecom sector. First, as the number of internet-connected devices grows, so does the need for fast and dependable connectivity.

Second, using the Internet of Things allows telecom providers to monitor different communications bases remotely. According to reports, the Internet of Things (IoT) can produce $1.8 trillion in income for mobile network providers.

The Internet of Things guarantees maximum productivity, smooth company operations, and higher revenue. IoT devices may now exchange data nearly immediately in real-time because of 5G's fast speed and low latency. eFone can manage this data, transfer it from device to device, and maintain it securely. 

4. Big data

Big data is the new motto for businesses seeking to expand and develop, and the telecom sector is no different. As telecom service providers switch to the Cloud and enable seamless communications via linked devices, the quantity of data they generate and collect will skyrocket. This allows them to deliver more value to their consumers. As a result, big data analytics will continue to revolutionize the telecom sector in 2021.

All industry-leading businesses will concentrate on developing solutions and technology to enable their networks to transport massive quantities of data. Simultaneously, they will use data to enhance networks, improve customer service, and develop new tactics.

5. Robotic Process Automation

Robotic Process Automation (RPA) is used to automate repetitive activities and procedures, allowing for more convenience and agility in report creation, pricing monitoring, back-office duties, and customer response.

Employees may concentrate on critical activities that need their attention while leaving tedious chores to automated technology using RPA solutions.

Businesses have started implementing RPA already in areas such as payroll and inventory. Deloitte predicts that by 2023, this technology will be universally adopted.

6. Cloud-based Computing

During the COVID-19 pandemic, almost every company realizes the advantages of Cloud-based services. Shift to the Cloud occurs in droves as remote work or work from home has become a trend or new normal.

Shift to cloud communication and have the flexibility to be accessible to clients with less reliance on on-site physical hardware. In addition, it will guarantee that business operations run smoothly at all times.

7. Cloud-based phone systems to enter the education industry

Several sectors, including healthcare, hospitality, eCommerce, and professional services, have embraced cloud-based phone systems.

The education sector has been an anomaly, as conventional communication methods have had the upper hand despite eLearning systems. The education VoIP industry has expanded exponentially because the pandemic transformed current instructional practices.

Remote learning allows telecom service providers to assist instructors in teaching pupils who do not have Wi-Fi access. Bridging this gap will spur telecom sector leaders to innovate and create more in the future.

8. Artificial Intelligence

AI backed conversational platforms for enhanced customer experience: Artificial Intelligence (AI) is everywhere in 2021; it creates a more substantial presence in VoIP and cloud-based telephony.

With AI tools, data can be processed and analyzed substantially to make service more effective and increase profit. It's already used in many popular tools, such as chatbots, virtual assistants, and customer satisfaction.  

Gartner predicted that by 2025, AI will handle 95% of customer interactions.  There are many aspects that artificial intelligence can assist and optimize the telecom industry. For example, AI will enhance predictively network maintenance, customer service, and security digital transformation. 

9. Business lines on cell phones

The pandemic and remote working have made small and large businesses reconsider the purpose and usage of smartphones. Professionals and entrepreneurs want their phones to serve as business phones instead of desk phones or separate mobile phones for office work.

eFone already offers the perfect solution by offering a second phone number from Canada or the US with various features, including unlimited calls, texts, voicemail-to-email, and others. Two phone numbers in one phone has become common now as people move away from the 'two phone' concept.

10. Unified business tools for seamless data sharing

Businesses have been choosing solutions to have all their information in one place for the last several years. Cloud-based solutions that provide simple and seamless connectivity between business/communication tools and company phone systems have maintained this trend in 2021.

CRM, helpdesk, ERP, and other business management software are examples of these tools for planning and monitoring customer and project life cycles.

With eFone Business Phone, you can use an improved, unified communication solution that can be used on linked devices for calls, videoconferences, chats, and more, fueled by the remote working paradigm.

11. Call deflection to offer a simple transition between phones and digital channels

Using digital channels seems popular with companies and people alike for various apparent reasons. However, this does not imply that mobile phones have reached the end of their usefulness.

One of the most challenging problems for telecom service providers has been figuring out how to seamlessly combine the digital experience with the phone experience. eFone responds to this issue by introducing services such as call deflection.

To a significant degree, call deflection — that is, the ability to divert calls to digital channels whenever required–will decrease both waiting time and call volume. Customers would benefit from this since it will improve their phone experience while moving from telephonic transactions to digital channels quicker and more seamlessly.

12. Emphasis on Cyber Security

Cybercrimes, such as stealing sensitive private data from companies and their consumers, can be very simple for hackers to commit. As data breaches grow more frequent, telecom firms should expect their consumers to inquire about improving the security of their data and networks.

As more and more telecommunications solution providers switch to open and cloud technologies, the need for data integrity and cybersecurity will continue to be emphasized in their efforts.

During the epidemic, hackers gained access to 500,000 passwords, making Zoom a case study on what not to do in such situations. Because of incidents like these, telecommunications firms are increasing their investments in cybersecurity.

To safeguard our clients' resources, identify threats, prevent attacks, and recover with an emergency, we have expanded our efforts at eFone.


Technology is changing rapidly, so telecom companies need to do the same. At eFone, we strive to do just that. eFone plays a crucial role in helping companies recover from COVID-19. 

Switching your Business from on-premises to the Cloud can be the best choice to ensure scalability, high performance, and maintainability.

Choose eFone to avoid vendor lock-in and have more freedom. eFone provides cloud transformation and development of scalable, easy to maintain, and cost-efficient cloud solutions. We shape a new reality for Business by leveraging the strength of advanced wireless technology. 

Professionals at eFone can help you uncover opportunities you didn't know existed. Get in touch! We’d Love to hear from you. Use our contact form, chatbot, or email us at


Zainab Hameed

Writer for eFone
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