Hosted IP services provider Hostcomm talks about its innovative VoIP network infrastructure and the methods they use to ensure secure, quality lines and continuity of service for their call centre clients. Understanding the demands that outbound call centre activity places on an organisations traffic profile is critical.
Chris Key, Director at Hostcomm explained, “VoIP has brought many benefits to business as it is flexible and cost–effective. But companies need to scrutinise the VoIP infrastructure that their provider has. Organisations relying on multiple VoIP lines for their campaigns need to be certain their VoIP provider is capable of meeting their demands while ensuring high quality connections.”
Outbound call centres create an unfavourable traffic profile because calls are short and they involve multiple, simultaneous connect attempts, with low connect rates. When using an outbound predictive dialler, this traffic profile becomes even more unfavourable. This makes choosing the right VoIP provider for your call centre critical.
Key explained, “Carriers don’t like unfavourable traffic profiles. Any business with a bad traffic profile can face short-notice suspension. And if they are replying on a single carrier, that can be devastating for their operations.“
Hostcomm distributes calls across five carriers. If one carrier suffers a fault, the Hostcomm service automatically and immediately switches to another, preventing any loss of service to the call centre.
Quality of service can be another issue with VoIP services. Call centres can face large delays on calls, or strange sound effects. This is due to latency, jitter and packet loss. Hostcomm offers solutions through their VoIP network that guard against these issues.
Challenges don’t stop there, as there is also risk of fraud. Inadequate security compromises VoIP line service account. Fraudulent calls can drain accounts and are devastating to businesses. Hostcomm uses the latest security measures including firewalls, intuitive detection and continuous monitoring. Hostcomm operates a bank of IPSEC VPN servers for secure tunneled VoIP connections. All application servers use the most secure operating system and have active firewalls. Further security is installed onto critical servers like gateways and soft switches for intrusion prevention and denial of service (DOS) attack prevention.
Hostcomm has written an article about the pitfalls of choosing the wrong VoIP provider. Any organisation wanting to learn more information about what their VoIP provider’s infrastructure needs to guard against can read more information on the Hostcomm blog.
