20 Key VoIP Statistics You Need to Know in 2025

VoIP (Voice over Internet Protocol) lets businesses make and receive calls over the internet instead of the analogue PSTN. In the UK, all landlines are being upgraded to digital by January 2027, and over two-thirds have already migrated, so choosing a top VoIP provider is now essential.

With a reliable broadband connection, VoIP delivers lower costs and modern features, helping drive the decline of legacy fixed voice and the rise of cloud communications (in fact, the global UC&C market reached $69.2 billion in 2024). Below, you’ll find the latest 2025-ready VoIP statistics to guide your decision.

VoIP Usage Statistics

More businesses are seeing the benefits of  VoIP, and its usage is increasing in the UK and globally. Here are the most important usage statistics you need to know.

1) UK fixed voice service revenues totalled £1.09bn in Q1 2025 (down 5.6% QoQ and 13.3% YoY)

Legacy fixed voice continues to shrink as organisations move to IP services ahead of the PSTN switch-off in 2027. Ofcom’s latest quarterly data shows revenues fell to £1.09bn in Q1 2025, with the total number of fixed lines also dropping to 23.6m.

2) 95% of UK adult internet users use apps/sites to send messages or make voice/video calls

Online communication is now near-universal among UK adults. Ofcom’s 2025 media-use study reports that 95% of internet users communicate via messages and voice/video calls, underscoring comfort with IP-based tools.

3) WhatsApp, Facebook Messenger and Instagram Direct are the top three messaging/call services among UK online adults (87%, 59% and 30%)

Consumer habits shape workplace expectations: Ofcom’s Online Nation 2024 finds WhatsApp reaches 87% of UK online adults, Facebook Messenger 59%, and Instagram Direct 30%, helping drive demand for app-like, mobile-first VoIP/UC experiences. Often, Unified Communications software integrates with these social channels, too.

4) Over two-thirds of UK landlines have already been upgraded to VoIP

The UK’s migration is well underway, with the government noting that over two thirds of landlines are already on VoIP. The national deadline for full upgrade is January 2027, so any organisation still on PSTN should plan now to avoid disruption.

5) The cloud contact-centre market grew 16.3% in 2024 to $6.2bn

Enterprise customer contact is shifting to cloud voice and UC platforms. Synergy Research Group reports the global CCaaS market grew 16.3% in 2024 to $6.2bn, reflecting continued cloud migration and rapid AI integration.

VoIP Cost and Benefits Statistics

VoIP saves UK businesses money and has many benefits over a traditional landline. Here are the important VoIP cost and benefits statistics you need to know.

6) With VoIP, businesses typically save 30% to 50% on phone costs (and small firms can save more)

Because VoIP routes calls over the internet and removes line rentals and PBX hardware, companies can save around 30% to 50% versus legacy landlines, with small businesses on usage-based plans reporting savings up to 68%. Typical per-user pricing is £10 to £30 per month for top VoIP software, with minimal hardware outlay.

7) Cloud UCaaS reduces IT support load (around 30% fewer tickets with 60% faster to close)

Consolidating calling, messaging, and contact centre tools cuts admin time and support overhead. In a Forrester TEI study of an integrated UC and contact centre deployment, organisations saw a 30% decrease in internal IT support tickets and a 60% reduction in time to close tickets.

8) Unified messaging can save up to 43 minutes per employee per day

Reducing app-switching and keeping calls, messages, and meetings in one place drives measurable productivity gains. G2 reports up to 43 minutes saved daily per employee (and up to 55 minutes for mobile workers) when teams use unified communications.

9) Poor communication costs revenue: Around 1 in 5 leaders say they’ve lost business because of it

Miscommunication creates delays, errors, and missed opportunities. In Grammarly Business’s 2024 survey, about one in five business leaders said they had lost business due to poor communication. That makes a strong case for standardising on integrated VoIP/UC tools at your business.

10) Integrated cloud contact centres can reduce call-handling time by around 20%

Modern CCaaS platforms streamline routing and give agents better tools and analytics. A Forrester TEI analysis documented a 20% reduction in average call-handling time after adopting a cloud contact centre integrated with UC.

VoIP Market Statistics

VoIP’s market share has increased across the world as more and more businesses are implementing it. Here are the most important VoIP market statistics.

11) Worldwide UC&C revenue reached $69.2bn in 2024 (+7.8% YoY)

The global unified communications & collaboration market continued to expand last year, with revenues $69.2bn for the year (up 7.8% YoY), reflecting sustained investment in cloud calling, meetings, and collaboration. 2025 is expected to conclude with similar results, too.

12) Cloud contact centre (CCaaS) grew 16.3% in 2024 to $6.2bn

Customer contact continues shifting to the cloud: Synergy Research Group reports the global CCaaS market expanded 16.3% in 2024 to $6.2bn, driven by AI features and integration with UC platforms.

13) UK fixed-originated call volumes fell 23.5% YoY to 3.90bn minutes (Q1 2025)

Traditional fixed calling continues to decline as businesses migrate to IP voice: Ofcom’s latest quarterly update shows fixed-originated minutes down 23.5% year-on-year to 3.90bn in Q1 2025.

14) UK fixed lines dropped to 23.6m in Q1 2025 (-2.9% QoQ)

Ofcom’s market data also records the total number of fixed lines (PSTN, ISDN and managed VoIP) declining to 23.6 million, highlighting the accelerating transition from legacy voice to IP.

15) Over two-thirds of UK landlines have already moved to VoIP; full migration due by January 2027

Government guidance confirms migration progress and the deadline: over two-thirds of landlines are already on VoIP, with all remaining PSTN-reliant lines required to upgrade by January 2027.

VoIP Quality, Reliability and Security Statistics

Here are some practical benchmarks and risk data that should help you plan networks and justify VoIP-ready upgrades at your business, based on the latest available data.

16) For high-quality VoIP, aim for <150 ms one-way latency (400 ms upper planning limit)

Interactive voice starts to feel delayed above ~150 ms one-way (“mouth-to-ear”). The ITU’s voice planning guidance recommends keeping one-way delay under 150 ms for most applications, with 400 ms cited as an absolute upper limit for general network planning.

17) Keep jitter <30 ms and packet loss <1% for clear calls

Variation in packet arrival (jitter) and packet loss quickly degrades speech. Industry guidance for VoIP audio targets <30 ms jitter and <1% loss, with round-trip latency ideally under around 300 ms.

18) Budget around 80 to 100 kbps per G.711 call (and around 24 to 40 kbps for compressed codecs)

Per-call bandwidth depends on codec and packetisation overheads. As a rule of thumb, uncompressed G.711 calls consume about 80 to 100 kbps each, including headers. Compressed codecs (e.g., G.729/Opus at narrowband bitrates) typically fit in around 24 to 40 kbps.

19) Telecom fraud losses reached $38.95bn in 2023

VoIP makes strong authentication and fraud controls essential. The Communications Fraud Control Association estimates global telecom fraud hit $38.95bn in 2023, underlining the need for SBCs, call analytics, and rigorous access policies.

20) 56% of UK mobile users received a suspicious text in the last 3 months; 39% a suspicious mobile call; 48% a suspicious landline call

Security is a user-experience issue, too. Ofcom’s 2024 study found 56% received a suspicious text, 39% a suspicious mobile call, and 48% a suspicious landline call in the prior three months, reinforcing the value of call screening and spam filtering in VoIP software.

The Future of VoIP

It’s still an exciting time for VoIP. Since COVID-19, most organisations have settled into hybrid working, and that “work from anywhere” model keeps favouring cloud telephony and UCaaS.

The direction of travel hasn’t changed: if anything, it’s accelerated as analogue services wind down and IP voice becomes the default (see the steady growth in global UC&C revenue and the UK’s move to digital landlines by January 2027).

• 5G Standalone will continue to expand through 2025 and beyond. 5G SA rollout is widening, improving uplink capacity and latency for real-time apps like VoIP and video.
  • As of April 2025, the GSA tracked 73 operators having deployed/launched/soft-launched 5G SA in public networks, with 163 operators investing in 5G SA.
• AI will be a game-changer. VoIP and AI are converging fastest in contact centres: routing, assistants, and agent “copilots” are rapidly becoming table-stakes.
  • Gartner forecasts that conversational AI could reduce customer-service labour costs by about $80 billion by 2026, signalling deeper CCaaS/UCaaS integration over the next 12–18 months.
• Unified communications will keep rising. Businesses are consolidating calling, messaging, and meetings into single cloud platforms.
  • IDC reports worldwide UC&C revenue reached $69.2 billion in 2024 (+7.8% YoY), and providers continue to fold more AI into voice and collaboration features.

VoIP in the US vs UK

There are some differences between the VoIP market in the US vs the UK.

United States: There is no single, national “switch-off” date for legacy landlines. Copper/PSTN retirement is provider-led and proceeds with FCC network-change notices (often around 90 days’ notice), so timing varies by location and carrier. In rural areas, legacy lines can still matter where mobile coverage is sparse, but the shift to IP and wireless continues.

United Kingdom: Landlines are scheduled to be fully upgraded to digital (VoIP) by January 2027, and the government notes that over two-thirds of UK landlines have already migrated. Expect continued VoIP/UC uptake as the remaining PSTN-reliant services are upgraded ahead of the deadline.