Digital enhanced wireless telecommunications (DECT) is a standard used to create wireless voice communication systems. The most common examples of DECT devices include cordless phones and wireless headsets, although the technology is also used in devices such as baby monitors and remote controls.

DECT communications are used in call centers, hospitals, construction sites and other workplaces where wired communication is not feasible. The reliability of DECT makes it a relevant player among competing wireless technologies like Bluetooth.

Let’s take a look at how DECT works, its pros, cons, and how it compares to using Bluetooth devices in a call center.

DECT and single frequency systems

A DECT system typically has two components: a base station and a portable handset or headset. Base stations can be connected to a PBX Or VoIP telephone system as you would with other types of telephones.

Base stations are fixed in a single location and connected to the telephone network. The main function of the base station is to establish and maintain communication between the headset and the network. You can think of them as mini cellular network towers that also work as a charging base. Meanwhile, the headset can be connected to a computer or desk phone via the base station.

Normally, you need to pair a DECT headset to a base station before you can use it. When pairing, a secret authentication key is shared and stored on both devices. Only paired headsets can have access to the DECT network. Unauthorized devices will be blocked if they attempt to connect.

When a headset is in range, it picks up the signal continuously sent from the base station. This signal contains all the information needed for 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 to a single base station.

During an active call, the DECT headset converts analog voice signals into digital data and transmits them to the receiving unit via the base station. In the case of incoming 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 designed specifically for voice communication and operates on its own frequency range, between 1.8 GHz and 1.9 GHz, so there is no interference from other wireless technologies like Bluetooth and Wi-Fi. Fi.

DECT manages its available frequency with TDMA (Time Division Multiple Access). Several 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 range of around 50 meters inside buildings and up to 300 meters in open spaces. Similar to other wireless technologies, its coverage area may be affected by thick walls and certain weather conditions.

Advantages of DECT in call centers

DECT may not be as popular as Wi-Fi and Bluetooth, but it still offers some benefits that are potentially useful in a call center.

No interference with Wi-Fi

As I mentioned, DECT operates over a specific frequency range, 1.8 GHz to 1.9 GHz, which is separate from the Wi-Fi range of 2.4 GHz and 5 GHz.

This separation is beneficial in a call center because it makes DECT less susceptible to interference that can lead to voice distortion and call interruptions. The only possible sources of interference with a DECT headset are other DECT headsets, and there would have to be many of them in the same space before this could happen.

If there were only Wi-Fi headsets in a call center, there would be a lot of interference from the headsets themselves, as well as other devices sharing the same frequency like Bluetooth, routers Internet, wireless mice and even microwave ovens during the break. bedroom. Interference can cause call agents to hear other agents’ conversations, produce choppy audio, and interrupt calls.

Secure communication

Calls must be protected against eavesdropping. DECT provides highly secure voice communication using authentication and encryption to minimize the risk of unauthorized access during calls.

DECT uses the DECT Standard Authentication Algorithm (DSAA) which is only available to DECT manufacturers. DECT authentication begins with the base station sending a random “challenge” number to the headset. The headset uses the algorithm to generate a response calculated with the initial pairing authentication key and challenge number.

The base station uses the same algorithm to generate its response. It then compares the two responses to see if they match, and the call will be allowed to go through if they do. Meanwhile, any intruder seeking access to the system needs physical access to both devices because the authentication key is not transferred over the air.

The second layer of DECT security is encryption, for which it uses DECT standard encryption (DSC). With it, voice data is scrambled before being transmitted to a receiver using an encryption key calculated during authentication. The receiver can decrypt the data using the same key. Again, the encryption key is not transmitted with the data, as it is instead stored on the devices.

Greater wireless coverage

DECT devices can operate up to about 150 feet from a base station indoors, and more than twice that when used outdoors.

Class 2 Bluetooth devices are limited to a range of approximately 30 feet. The vast majority of Bluetooth devices are class 2, such as VoIP headsets commonly used in call centers.

Call quality

The basic expectation with DECT is that calls are as clear and crisp as they would be over traditional copper wire telephone lines. With Bluetooth, there are lower expectations for call quality because the connection is not as stable as DECT.

If you invest in very high quality Bluetooth equipment, you can get call quality quite close to that of DECT. Some people might not even notice the difference. But there is always a risk of interference with a Bluetooth connection, and if you have a group of call center agents in the same room who are all using Bluetooth, the chances of interference increase.

Limitations of DECT in call centers

DECT provides a call center with both secure and high-quality voice transmissions, but it has some significant drawbacks that you should consider.

More equipment to purchase and maintain

DECT is a plug-and-play option that works great for small offices, retail businesses, job sites, and other workplaces where you’ll never need more than a handful of phones.

A large call center requires a lot more equipment, which incurs significant costs. The costs of each part depend on the brand and the features they offer. DECT headsets, for example, can cost between $120 and $400 per unit, and base stations can cost up to $1,000 per unit.

When you opt for call center softwareyou actually just need to buy helmets. Good ones aren’t cheap, but you don’t have to think about base stations, extra batteries and chargers for DECT phones.

Call centers must also dedicate additional resources to maintaining a large DECT network, which can be complex. First, you’ll need to find the right locations for base stations to get the best coverage. There should also be seamless handoffs as agents move within the call center to avoid dropped calls. This involves extensive network planning and mapping you might not need with other options.

For example, Bluetooth softphones generally offer a simpler and more cost-effective alternative. They require less equipment because call agents can use their Bluetooth headsets with softphone applications on their existing computers and mobile phones. Plus, because of its familiarity, Bluetooth tends to be easier to integrate with existing equipment anyway.

Limited mobility

DECT provides wide wireless coverage, but it requires all headsets to remain within the coverage range of a base station, meaning call agents are confined to the call center building. Additionally, a DECT headset cannot pair with multiple devices, making it less ideal for call agents who work 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 an Internet connection is available. Bluetooth devices can be connected to mobile phones, cars, computers, etc.

DECT devices are also limited based on the type of data transmitted. It’s for voice communication and doesn’t support other forms of media – at least for now.

DECT vs Bluetooth in a call center

Bluetooth is a simpler and more convenient alternative to DECT. They both have their pros and cons, but ultimately the decision to use one or the other in a call center depends on your needs and priorities.

DECT is designed specifically for voice communication while Bluetooth can work with other forms of media. It offers greater wireless range within a building, up to 50 meters, while Bluetooth covers between 10 and 30 meters. Additionally, Bluetooth shares its frequency band with several other wireless technologies and devices, which can significantly reduce its range.

While DECT allows you to have multiple headsets in the same space while maintaining high quality sound, Bluetooth is more susceptible to interference, which can lead to poor quality sound and dropped calls.

Bluetooth provides more mobility, since call agents can pair their headsets with their computers and cell phones. DECT headsets must remain within the coverage of a base station, which is the only other device they can pair with. Some of these headsets can connect to mobile phones, but this must be done through the base station.

Expanding a DECT system can be more expensive than expanding a Bluetooth system due to all the additional equipment required. On the other hand, Bluetooth technology 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 they can deliver higher quality sound than Bluetooth headsets. Costs aside, DECT may be a better choice for busy, non-remote work environments like call centers.