State of the Call 2023

The voice channel is fluid and dynamic, and shapes so much of our daily lives. This is why, each year, we produce our State of the Call report—a comprehensive study that combines our global data from more than 243.5 billion calls processed in 2022 with third-party market research from more than 2,200 businesses, 13,000 consumers, and 600 carrier decision makers in the US, Canada, UK, Germany, France, and Spain.

Our hope is that businesses will use the insights included in this report to improve their voice performance.

To dig deeper and learn more about the trends impacting the voice call, download the full Hiya State of the Call 2023 Report.

Download the State of the Call 2023 Report
Download the 2023 report to learn about these top trends, and more:
  • 87% of consumers think unidentified calls are fraudulent. 

  • Approximately 10% of all calls to phones on mobile networks were as spam or fraud in 2022

  • 72% of consumers are more likely to answer the phone if they know who is calling
  • When customers don't answer, business performance suffers. 

  • A majority of consumers received a fraudulent spoof call—one where the caller was impersonating a business. 

  • Businesses still prefer the voice channel as a means of communicating with customers above all other channels.