The popularity of credit and debit cards in today’s society alongside the prevalence of identity theft has led to a recent uptick in interest surrounding the Payment Card Industry (PCI) Data Security Standard (DSS). As you look to secure and protect the data your contact center records, it’s important to understand the PCI DSS and […]Read
If you have a call center of any size, with voice and data needs and don’t already have a redundant route into your facility, then this story is for you. Digital facilities that connect to your premise from a long distance company are called local loops, and they traverse what is sometimes referred to as the ‘Last Mile’. To make those facilities truly redundant you need to do more than simply order and install more than one circuit. You need to ensure that those redundant facilities are designed in a fashion that they are likely to survive most of the common events that cause local loop outages.Read
Not that we needed validation, but cloud computing and SaaS applications have been free from Microsoft competition until now. Microsoft new Windows Azure cloud computing service just became available. It must be a good enough market to attract Microsoft's attention. It is nice that they make this available in the cloud…but it is still up to you to make use of it. It is good to be one of the leaders in the space already without having to wait for Microsoft.
Azure Platform – MicrosoftRead
My wife and I have family in Arizona and we spent Christmas there this year. Returning home to Salt Lake City, we had to drive through many hours of snow and bad weather. I drive a Chevy Silverado with 4-wheel drive which I normally use when driving in bad weather. While driving up I-15 near Beaver Utah, the freeway became icy but I did not think it was that icy, so I did not engage the 4-wheel drive, opting to stay in 2-wheel drive because the mileage is better (think cheap here). I encountered some ice and in a fraction of a second found that the back end of my truck was trying to pass the front end of my truck. I had a moment to tell my wife that we were in trouble, and then we shot off the freeway at about 50 mph, down an embankment, through some sagRead
DTMF or Dual Tone Multi-Frequency is the name for the beep beep tones your phone makes to place calls and to navigate IVRs. This means that when someone calls in to inContact, and navigates an inContact IVR, inContact has to have a way to ‘hear’ or know what digits were dialed. So lets talk about how inContact knows what digits you are dialing when you navigate an IVR.
There are two systems or methods by which inContact is fed DTMF digit information. We refer to our telecom soft-switch as the Enhanced Switched Network or ESN. The ESN employs both traditional TDM based telecom circuits (DS1 and DS3) and SIP based VOIP connections to send and receive calls from and to our carriers and the outside world.Read
Technology leapfrogging is a phenomena that is shaping data and telecommunications (and a great many other things as well) all over the world. It provides both opportunity and threat. Twenty five years ago, telephones were largely wire based and switching technology was circuit based. The United States had a high density of phone penetration in homes and businesses and many places in the world were struggling to improve their telecom infrastructure.Read