ISDN (Integrated Service Digital Network) is the original high-speed internet, effectively a digital phone line used to transmit voice and data over a digital line used extensively in call centres.

Unlike the older PSTN line which could only carry one signal at a time, the ISDN line provides you with options to have multiple channels through the one cable.

ISDN technology is being phased out in Australia

In Australia, Telstra stopped selling ISDN lines on 30th June 2018 and has announced it will exit all ISDN services by 2022.

It is now being replaced by VoIP.

VoIP and IP Technology

ISDN technology has served as well for many years however newer technology is now well and truly taking over.

Voice Over Internet Protocol (VoIP) is now the new standard for call centres and provides numerous benefits including:

  • No expensive hardware to purchase or maintain
  • Much cheaper usage rates
  • Flexibility – you can scale up and down easily
  • Ease of use – you can easily set up a VoIP solution without requiring an IT team

For smaller call centres, fully hosted PBX solutions are now available where all you need is an internet connection and an IP Phone/Headset to have a functioning contact centre.

For larger contact centres, you can privately host your PBX – it’s still a lot cheaper than the traditional options.

IP Technology enables you to access a range of previously unattainable technology for all but the biggest call centres including outbound diallers, screen and voice recordings, Skills-Based Routing, Speech Analytics and so on.

Next steps

If your call centre is still using ISDN it’s time to start planning.

  • Search our Business Directory for suppliers of call centre technology
  • Use our free CX Connect service and we’ll provide you with a shortlist of recommended technology suppliers who specialise in call centres saving you time, money and stress.

Upcoming Industry Events:

Virtual Coffee: Decision Making

Event Organiser:
CX Skills

This workshop will focus on building your confidence in decision-making, introduce decision-making models, and what to do when you’ve made the ‘wrong’ decisions.

Will AI Kill the Contact Centre?

Event Organiser:

During this webinar, we’ll be exploring whether or not Artificial Intelligence (AI) is going to completely kill off the contact centre.

Customer Experience and the COVID Crisis with Don Peppers

Event Organiser:
CX Central

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

Be the first to comment

Leave a Reply