Digital Enhanced Cordless Telecommunications (DECT) is a standard used to create wireless voice communications systems. The most common examples of DECT devices include cordless phones and wireless headsets, although this technology is also used in devices such as baby monitors and remote controls.
DECT communication is used in call centers, hospitals, job sites, and other workplaces where wired communication is not possible. The reliability of DECT makes it a relevant player among competing wireless technologies such as Bluetooth.
Let’s look at how DECT works, its advantages, disadvantages, and how it compares to using Bluetooth devices in a call center.
DECT system and unique frequency
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A DECT system typically consists of two components: a base station and a portable handset or headset. Base stations can be connected to a pbx Or VoIP phone system, just as you would with other types of phones.
Base stations are installed at one location and connected to the telephone network. The major function of the base station is to establish and maintain communication between the headset and the network. You can think of these as mini cellular network towers that also serve as charging bases. Meanwhile, the headset can be connected to a computer or desk phone through the base station.
Normally, you need to connect the DECT headset to the base station before using it. During pairing, a secret authentication key is shared and stored on both devices. Only paired headsets can access the DECT network. Unauthorized devices will be blocked if they attempt a connection.
When a headset is within range, it picks up the signals continuously sent by the base station. This signal contains all the information needed by the headset to connect and send data through the base station. Multiple headsets, up to five or six depending on the model, can be paired with a single base station.
During an active call, the DECT headset converts the analog voice signal into digital data and transmits it to the receiving unit via the base station. In the case of inbound data, the base station receives the digital data and converts it back to its original analog state before sending it to the headset.
DECT is specifically designed for voice communications and operates on its own frequency range between 1.8GHz and 1.9GHz, so there is no interference from other wireless technologies such as Bluetooth and Wi-Fi.
DECT manages its available frequency with TDMA (Time Division Multiple Access). Multiple DECT devices can share the same frequency without overlapping because it is divided into time slots – each call uses a different channel.
DECT can cover a distance of about 50 meters inside buildings and up to 300 meters in open space. Similar to other wireless technologies, its coverage area may be affected by thick walls and certain weather conditions.
Benefits of DECT in call centers
DECT may not be as popular as Wi-Fi and Bluetooth, but it still offers some potentially useful benefits in a call center.
No interference to Wi-Fi
As I mentioned, DECT operates on a specific frequency range, 1.8GHz to 1.9GHz, which is different from Wi-Fi’s 2.4GHz and 5GHz ranges.
This separation is beneficial in call centers because it makes DECT less susceptible to interference that can distort the voice and cause calls to be dropped. The only possible source of interference to a DECT headset is other DECT headsets, and several of them would have to be in the same location before this happens.
If a call center only had Wi-Fi headsets, there would be a lot of interference from the headsets as well as other devices sharing the same frequency, such as Bluetooth, Internet routers, wireless mice, and even microwave ovens. room. Interference can cause call agents to overhear other agents’ conversations, resulting in distorted audio and call drops.
secure communication
Calls need to be protected from spying. DECT provides highly secure voice communications by using authentication and encryption to reduce the risk of unauthorized access during calls.
DECT uses the DECT Standard Authentication Algorithm (DSAA) which is only accessible to DECT manufacturers. DECT authentication begins with the base station sending a random “challenge” number to the headset. The headset uses algorithms to generate a response calculated with the authentication key from the initial pairing and challenge number.
The base station uses the same algorithm to generate its response. It then compares both responses to see if they match, and if so the call will be allowed. Meanwhile, any intruder looking for a way into the system needs physical access to both devices because authentication keys are not transferred over the air.
The second layer of DECT security is encryption, for which it uses the DECT Standard Cipher (DSC). With this, voice data is scrambled before being transmitted to the receiver using a cipher key that is calculated during authentication. The receiver can decipher the data using the same key. Again, the cipher key is not transmitted with the data, as it is stored on the devices instead.
better wireless coverage
DECT equipment can operate up to about 150 feet from inside the base station, and more than double that when used outdoors.
Class 2 Bluetooth devices are limited to a range of about 30 feet. Most Bluetooth devices are Class 2, such as VoIP headsets commonly used in call centers.
call quality
The basic expectation with DECT is that calls will be as clear and crisp as they are over traditional copper-wire phone lines. With Bluetooth, expectations for call quality are lower because the connection is not as stable as DECT.
If you’re investing in a really high-quality Bluetooth device, you may find call quality pretty close to DECT. Some people may not even notice the difference. But there is always the potential for interference with a Bluetooth connection, and if you have a group of call center agents using Bluetooth in the same room, the potential for interference increases.
Limitations of DECT in call centers
DECT provides both secure and high-quality voice transmission to a call center, but there are some significant drawbacks you should pay attention to.
More equipment to buy and maintain
DECT is a plug-and-play option that works really well for small offices, retail, job sites, and other workplaces where you’ll never need more than a handful of phones.
A large call center requires a lot of equipment, which costs a lot. The cost of each piece depends on the brand and the features they offer. For example, DECT headsets can cost $120 to $400 per unit, and base stations can cost up to $1,000 per unit.
When you choose call center software, all you really need to do is purchase a headset. Good phones aren’t cheap, but you don’t have to think about base stations, extra batteries and chargers for DECT phones.
Call centers also need to dedicate additional resources when maintaining large DECT networks, which can become complex. First, you will need to find the right locations for the base stations to get the best coverage. Preventing dropped calls also requires seamless handovers when agents move within the call center. It includes extensive network planning And mapping that you might not need with other options.
For example, Bluetooth softphones generally offer a more simple and cost-effective option. They require less equipment, as call agents can use their Bluetooth headsets with softphone applications on their existing computers and mobile phones. Plus, because of familiarity, Bluetooth becomes easier to integrate with existing devices anyway.
limited mobility
DECT provides wider wireless coverage but requires all headsets to remain within the base station’s coverage range, meaning call agents are restricted to the call center building. Additionally, a DECT headset cannot be paired with multiple devices, making it less ideal for call agents working remotely.
Other wireless technologies like Wi-Fi and Bluetooth provide more flexibility for call agents who prefer to be mobile or work remotely. Wi-Fi devices can work anywhere with an available Internet connection. Bluetooth devices can be connected to mobile phones, cars, computers, etc.
DECT devices are also limited based on the type of data transmitted. It is intended for voice communications and does not support other forms of media – at least for now.
DECT vs Bluetooth in Call Center
Bluetooth is a simpler and more convenient alternative to DECT. They both have their advantages and disadvantages, but ultimately, the decision to use one of them in a call center depends on your needs and preferences.
DECT is specifically designed for voice communications while Bluetooth can work with other forms of media. It offers greater wireless range, up to 50 meters into a building, while Bluetooth covers between 10 and 30 meters. Additionally, Bluetooth shares its frequency band with many other wireless technologies and devices which can significantly reduce its range.
While DECT allows you to have multiple headsets in one place and still maintain high-quality audio, Bluetooth is more sensitive to interference – which can lead to poor audio and dropped calls.
Bluetooth provides greater mobility, as call agents can connect their headsets to their computers and mobile phones. The DECT headset must remain within coverage of the base station, which is the only other device with which it can be paired. Some of these headsets can connect to a mobile phone, but this must be through a base station.
Expanding a DECT system can be more expensive than doing so with a Bluetooth system because of all the additional equipment required. Bluetooth technology, on the other hand, does not provide any additional security.
Finally, DECT headsets use less power than Bluetooth devices, which means more talk time. Their isolated frequency also means it can provide higher quality audio than Bluetooth headsets. Costs aside, DECT may be a better choice for busy, non-remote work environments such as call centers.
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