VoIP software is used by consumers, large enterprises, and small and medium enterprises (SMEs), among which large enterprises are its most-significant users. Such companies generally have employees in more than one location, so they are adopting VoIP to make calls and hold conferences at affordable rates. For the same reason, SMEs would take up this technology at the highest rate in the years to come, as it can help them save up to 30% in communication expenses.

Presently, APAC is the highest-revenue-generating VoIP software market, and the situation is expected to remain unchanged in the next five years. The adoption of this technology is increasing rapidly in India, owing to the growing spending on information technology (IT) and telecommunications infrastructure. Moreover, India is a preferred destination for European and North American companies wanting to outsource certain operations, thus is home to a large number of contact centers.

In addition, with the rising sales of smartphones, the download rate of webchat and web calling apps is rising. The technical name, VoIP, might sound like a new and alien concept, but a lot of people are already using it. VoIP allows one to make calls from their mobile phone or computer, but via the internet, instead of the SIM card or fixed-line (landline) connection. This way, Skype and WhatsApp calls are essentially driven by the VoIP technology.

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Phone-to-phone, computer-to-phone, and computer-to-computer VoIP software is available around the world. Till now, computer-to-phone software has witnessed the highest usage, on account of the high demand for it in contact centers. Using a computer to call people benefits customer support employees in seeing all the information about the customer, so that troubleshooting and problem resolution becomes easy.