October 2020 Summaries

This article discusses the three components to consider when building an SMS Responder, which is a system that processes and performs actions based on specific keywords. The first component is Keyword Management, where a place to manage keywords should be created for both technical and non-technical users. The second component is Opt In/Out Management, ensuring end users can opt in or out of receiving messages while staying compliant with carriers' rules. The third component is Real Time Message Log, which helps access inputs and outputs of the messaging service in real time for debugging and analytics purposes. Additionally, best practices are provided to avoid endless loops when setting up an SMS autoresponder.

Voice over Internet Protocol (VoIP) calls may sometimes experience quality issues such as latency, jitter, and packet loss. To troubleshoot these problems, users can check their bandwidth, enable Quality of Service (QoS), inspect their equipment, and verify their internet speed. If the issue persists after following these steps, consulting a VoIP engineer may be necessary to identify and fix the problem.

Two-factor authentication (2FA) is a security measure that adds an extra layer of protection to website logins by requiring users to provide two forms of identification. This can include something they know, like a password, and something they have, such as a code sent to their phone number. 2FA is easy to implement and helps increase customer trust in the security of an application. It can also be used to confirm ownership of a phone number and protect other actions within an application, such as adding users or transferring money. Implementing 2FA can significantly reduce risk for both website owners and their users by providing peace of mind that personal information is secure.

The Federal Communications Commission (FCC) has issued a Report and Order requiring voice service providers to implement the STIR/SHAKEN caller ID authentication framework in their networks by June 30, 2021. Some service providers are considering signing their own calls due to concerns about legitimate but partially attested calls being blocked by downstream providers. To sign your own calls, you need to be an Interconnected VoIP Provider with various certifications and approvals from the FCC. The process can take 7-9 months and cost between $5K and $10K. Additionally, even if you obtain IVoIP numbering authority, you will still need to deploy a STIR/SHAKEN solution in your network. Standards bodies are working on improving the framework with solutions like certificate delegation and a centralized telephone number database.

The ongoing global pandemic has led to an unprecedented increase in contact center traffic, prompting many call center owners and managers to turn to Interactive Voice Response (IVR) systems for assistance. IVR uses voice technology or DTMF tones via the keypad to allow humans and computers to interact, typically used to route incoming call traffic. With advancements in AI, voice recognition has become a more natural and efficient way of routing customers compared to traditional DTMF input methods. The benefits of an IVR system include providing out-of-hours coverage, advertising and informing customers while they wait, accurate customer routing, collecting necessary information for agents, and optimizing call queues. By staying on top of metrics, an IVR solution can significantly improve contact center efficiency and save time, effort, and money in the long run.

Bandwidth, a leading enterprise cloud communications company, has signed a definitive agreement to acquire Voxbone, an international enterprise cloud communications leader, for €446 million EUR. The acquisition will accelerate and expand Bandwidth's opportunity to serve the $17.7 billion CPaaS market with a five-year CAGR of 33% (2019 to 2024). Combining these two companies will create a unified software platform, network, and team to serve people around the world, benefiting global enterprises looking for rapid launch and hyper-scale of communications applications and experiences.

Microsoft Teams users have two options for connecting to the Public Switched Telephone Network (PSTN): Microsoft Teams Calling Plan and Direct Routing. The latter allows enterprises to connect their own session border controller (SBC) to Microsoft Teams, enabling them to choose their own SIP Trunking and E911 provider. Benefits of Direct Routing include cost savings, improved control and flexibility, faster migration to Teams, support for PSTN connectivity during migration or in a hybrid model, access to advanced porting capabilities, and the ability to use emerging features offered by some providers. When selecting a SIP Trunking provider, consider network ownership and connectivity, scale and reach, pricing, reliability, network connectivity options, E911 support, and advanced services. Other factors to consider include Microsoft certified SBC option, migration options, E911 regulatory requirements, flexible billing models, and certification for Microsoft Teams.

The COVID pandemic has significantly changed the way businesses operate, with remote work becoming a norm. Companies are now focusing on ensuring business continuity and employee safety while working from home. This shift has led to an increased reliance on communication platforms and services during WFH. Some of the biggest issues businesses had to overcome when it comes to WFH include driving pipeline and revenue, managing distributed agents for customer support, and enabling digital conferencing and virtual events. The pandemic has also accelerated the need for digital transformation across various industries, with companies needing to rethink their strategies to stay in business.

K4Connect, a technology company, has developed an automated hotline to help long-term care facilities manage communication with families of residents during the COVID-19 pandemic. The hotline allows facility staff to record updates and information that can be accessed by family members, community staff teams, and vendors. This solution helps alleviate the burden on staff who would otherwise have to answer individual calls for updates. K4Connect's hotline is a part of their efforts to modernize long-term care facilities and improve operational efficiency during these challenging times.