As Carriers Move Away From ISDN To SIP

August, 2015

Carriers are starting to move away from ISDN in favour of SIP.

Carriers are starting to move away from ISDN in favor of SIP. BT in the UK has announced it plans to migrate all ISDN customers on to the IP network by 2025. US telecoms provider, Verizon, stopped offering ISDN to new customers in May 2013. Logic would class this as sensible; cost savings all round, full scalability and enabling organisations to accommodate the increased use of smartphones (see July Blog – “Smartphones taking over as contact device of choice”).

Contact centers reliant on ISDN know that moving and adding agents can be painful and expensive. New phone lines may be needed which can increase the number of ISDN channels required and trigger an order for another expensive ISDN trunk than can take weeks to be provisioned. Once installed, the extra ISDN trunk may not be fully utilised and you’ve had to commit to a lengthy contract. Not so with SIP. New agents can be set up instantly, being dynamically added to simply start using the bandwidth available. Likewise, variable workloads and seasonal variations are easily handled by SIP.

Some may consider SIP still vulnerable from the security point of view. Attempted DoS attacks and phreaks searching for ways to make free calls are common place. However, don’t be alarmed; firewalls, fraud monitoring and session border controllers will take care of these points along with the ability to handle quickly and securely large volumes of SIP traffic.

Of course, a major decision that needs to be made regarding SIP affects organisations that have an in-house PBX. Successful deployment to a carrier hosted IP PBX will bring many benefits such as; completely eliminating capital cost for SIP infrastructure and reducing staffing overheads associated with the internal telecoms. Enjoy proper audit and tracking of all business conversations as normal practise with a hosted IP PBX, along with the accessible voicemail which is no longer siloed. Further, responsibility for the provisioning and secure communication clearly sits with the carrier thereby removing this headache from the organisation. Add to this the feature rich functionality provided by the IP PBX and the flexibility of being able to accommodate various endpoint types such as; mobile, softphone, pc headset and SIP phone, and the in-house PBX pales in comparison.

Your move from ISDN to SIP may come round faster than you expect. But, trust us – if you get it right and select your carrier not just on the basis of price but also on their managed infrastructure that lets you focus on your core business activity, you will wish it had happened sooner.

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Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

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Flexible Contact Center Platform

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Blended Media Desktop

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Work Anywhere

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Cloud Or On-Premise, Multi-Tenant

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Customise, Localise, White Label

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Integration Via APIs

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World Class Development

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All Media Types

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Agent Multi-Tasking

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Dynamic Workforce Management

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Predictive Dialing

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Optimised Inbound Routing

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Agent Scripts

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Voice and Screen Recording

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Analytics and Data Feeds

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IVR, Bots & Conversational AI

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Customer Journey Tracking

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Softdial One™

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Softdial Scripter™

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Sytel AI Dialer™

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Softdial Pathfinder™

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Softdial Media Server™

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Softdial Reporter™ 5

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Softdial Publisher™

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Softdial Recording Monitor™

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Softdial Campaign Manager™

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Softdial Repository™

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Sytel Global Compliance™

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Market Research

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Collections

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