Why We Don’t Jump on Every Trend
Video Calling
It’s been around for a while, and while some love it, let’s be honest—how often do you turn on your camera during a meeting without being asked? Most of us prefer to skip the awkward eye contact and stick to audio. Video calls also need to be scheduled, unlike a regular phone call, where you can just pick up and start chatting. Plus, video calls require extra effort—checking your appearance, tidying your background, and hoping your internet doesn’t freeze at the worst moment. It’s a great tool, but its lack of spontaneity makes it less practical than a simple voice call.
At DLS, we’re a small team that moves fast, listens to our customers, and focuses on what truly matters. While we stay informed about industry trends, we don’t have the time or budget to chase every new fad—most of them don’t last. Jumping on every trend would mean wasting time and money on features no one actually uses. Instead, we take a practical approach: building what’s useful and leaving the gimmicks behind.
Auto-Attendant with Speech Recognition
Speech recognition can be impressive, but in noisy environments, it’s a disaster. Imagine calling a company, and before you can select an option, someone in the background asks, “What do you want for lunch?” The auto-attendant picks it up and responds: “Transferring you to our catering department.” Fantastic. Worse, once enabled, you often can’t turn it off. That’s why good old DTMF (pressing buttons) remains a solid, no-nonsense choice.
Presence-Based Call Routing
In theory, this feature should route calls based on whether someone is marked as “available” or “busy.” The problem? People forget to update their status, leading to misrouted calls. Sometimes, someone who looks busy is actually free and wants to take the call. Instead of streamlining communication, it just creates more confusion.
Auto-Generated Call Summaries
AI is great for many things, but summarizing conversations? Not so much. More often than not, these summaries are vague at best and useless at worst. If you really need to know what was said, you still have to listen to the recording—defeating the whole purpose of a summary.
Social Media Integration into PBX
Some companies thought it would be great if customers could call businesses through Twitter or LinkedIn. Cool idea—except businesses already struggle to manage multiple communication channels. Adding social media calls only makes things messier. In the end, most companies stick to phone and email support because, well, they work.
How We Decide What’s Worth It
Rather than chasing trends, we ask a few key questions:
- Will people actually use this? – Not “does it sound cool,” but “is this something customers need and want?”
- Does it work in the real world? – Fancy features are great in demos, but if they don’t hold up in daily use, they’re pointless.
- Is it worth the cost? – If it’s expensive to build and barely anyone will use it, we’re not interested.
- Does it make things easier? – If a feature complicates things instead of simplifying them, we’re out.
- Will it still be relevant in a few years? – Future-proofing isn’t about chasing trends; it’s about making smart, sustainable choices.
Keeping It Practical
At the end of the day, we focus on what genuinely makes life easier for our customers. We’re not here to add features just to keep up with trends—we’re here to solve real problems. So, while we stay aware of industry changes, we won’t jump on every new thing just because it’s popular. We build what makes sense, ignore the hype, and keep things running smoothly. That’s what actually matters.