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NordPass vs Bitwarden: Which Is Safer and Easier to Use in 2025?

Just about every online service requires visitors to create an account, and that typically means more passwords than you can possibly remember. With repetitive passwords considered a poor security practice, using password managers becomes imperative as they help to generate and store complex, unique passwords for each of your accounts.

Among the top password managers on the market are NordPass and Bitwarden. While NordPass is notable for its quality encryption and VPN integration, Bitwarden’s open-source and self-hosting options make it a worthy alternative. But how do you determine which to use? Let’s find out.

  • NordPass: Best for ease of use and suite of security programs with the Nord Security family of software.
  • Bitwarden: Best for open source password management and generous free version.

NordPass vs Bitwarden: Comparison table

The table below holds a summary of how both password managers stack up against each other.

NordPass Bitwarden
Our rating 4.6 stars out of 5 4.6 stars out of of 5
Native authenticator app Yes Yes
Open source No Yes
Encryption Uses XChaCha20 encryption Uses 256-bit AES encryption
Password autofill Yes Yes
Command Line Interface No Yes
Free plan available Yes, (for one device) Yes (can be used on multiple devices)
Built-in VPN Yes No
Starting price Paid plan starts at $1.69 per month for one year Price starts at $0.83 per month; $10 billed annually
Free trial Yes. Offers 30-day NordPass Premium trial and 14-day NordPass Business trial Yes. Offers 7-day free trial for most plans
Visit NordPass Visit Bitwarden

NordPass and Bitwarden: Pricing

NordPass pricing

NordPass offers two subscription tiers: Personal and Business. All of NordPass’ premium plans have a 30-day money-back guarantee and the Free plan includes a 30-day Premium free trial you can avail of as well. Meanwhile, NordPass also offers a 14-day free trial of its Business subscription.

Personal:

Free plan Premium plan Family plan
1-year plan Free $1.69 per month $3.69 per month
2-year plan Free $1.29 per month $2.79 per month
Feature differences Autosave and autofill; secure storage; one user per session All Free features plus access on multiple devices, password health, data breach scanner, and file attachments All Premium features for six user accounts

Business:

Teams plan Business plan Enterprise plan
1-year plan $1.99 per user, per month $3.99 per user, per month $5.99 per user, per month
2-year plan $1.79 per user, per month $3.59 per user, per month $5.39 per user, per month
Users Up to 10 users only From 5 to up to 250 users Unlimited users
Feature differences Company-wide settings and Google Workspace SSO All Teams features plus Security Dashboard, Shared Folders All Business features plus SSO with Entra ID / MS ADFS / Okta, User and Group Provisioning, Sharing Hub

Bitwarden pricing

Bitwarden also offers a variety of plans under their Personal and Business tiers. Bitwarden has a seven-day free trial for its Families plan and a seven-day trial for its Teams subscription on the business side.

Below is an overview of pricing and feature differences for both.

Personal:

Free plan Premium Families
Free $0.83 / $10 billed annually $3.33 per month
Unlimited devices, passkey management, unlimited password storage All Free features plus integrated authenticator, emergency access, security reports, and file attachments Up to 6 users; All Premium features plus unlimited sharing and collections, organization storage

Business:

Teams plan Enterprise plan Custom plan
$4 per month, per user $6 per month, per user Contact Sales for price quote
Secure data sharing, event log monitoring, SCIM support, Directory integration All Teams features plus Custom Roles, Passwordless SSO, Free Families Plan for all users, Self-host option, Enterprise policies Depends on your customized requirements

NordPass vs Bitwarden: Feature Comparison

When it comes to features, both NordPass and Bitwarden offer solutions for security, password sharing, encryption, and more. I’ve included their standout features below:

Authentication

Both NordPass and Bitwarden offer two-factor authentication (2FA) solutions to add an extra layer of protection for your accounts. NordPass Authenticator uses biometric, possession and knowledge-based authentication methods. Its time-based one-time passwords (TOTPs) expire every 30 seconds and serve as the second login factor you input alongside your password. The Authenticator also comes with QR code scanning and manual key entry options for easy setup.

Bitwarden’s Authenticator also utilizes TOTPs for secure logins and offers options for QR code setup and manual key entry. Everyone can store authenticator keys in Bitwarden, but generating the codes requires a premium account or membership in a paid subscription such as a Families, Teams, or Enterprise plan..

Bitwarden Authenticator.
Bitwarden Authenticator. Image: Bitwarden

Password import and export

You can import your saved passwords from other password managers like 1Password and LastPass using NordPass on desktop devices or import passwords from browsers using the Android app. Note: To import files into NordPass, you need to organize the CSV file accordingly.

NordPass password import.
NordPass password import. Image: NordPass

Bitwarden also supports importing and exporting data via its Password Safe in CSV. Data must be imported to Bitwarden from the web vault or Command Line Interface (CLI). In my testing, I found that importing data into the Bitwarden vault does not check for duplicates, so this should be done carefully.

Bitwarden password import dashboard.
Bitwarden password import dashboard. Image: Bitwarden

Password sharing

NordPass offers secure password sharing across most of its plans. You can send passwords securely via the NordPass app, or you can use NordPass Sharer, which allows you to safely share passwords or other vital information via a secure link. This secure one-time link is valid for 24 hours, or once opened.

Sharing invitation link on NordPass.
Sharing invitation link on NordPass. Image: NordPass

Bitwarden offers two methods for sharing passwords: Bitwarden Organizations for sharing very sensitive information like business accounts, where you create collections and share them with users within your organization, controlling access levels; and Bitwarden Send for less sensitive information like sharing a streaming service account, where you share usernames, passwords and notes. Using this method allows you to control access duration and the number of times your shared item can be accessed.

Security features

NordPass offers multi-factor authentication, which acts as an additional layer of security and prevents unauthorized users from accessing your accounts. It also uses advanced encryption algorithms like XChaCha20 to ensure the security of your vault. Additionally, with NordPass Enterprise, you can take advantage of other security features such as Single Sign-on (SSO), Data Breach Scanner, Password Health, and Secure Item Sharing.

NordPass Data Breach Scanner.
NordPass Data Breach Scanner. Image: NordPass

Bitwarden offers open-source security and utilizes the following key security measures to protect user data: AES-CBC 256-bit encryption, PBKDF2 SHA-256, and salted hashing. All cryptography keys are generated and managed by Bitwarden on your devices, and all encryption is done locally. Bitwarden also has vault health reports, offers SSO for Enterprise users and a two-step login using YubiKey OTP, Duo, FIDO2 WebAuthn, Email, and the Authentication app.

Automatic device sync

NordPass can automatically back up and sync your credentials and files. This allows you to access your data in the vault from anywhere — whether it’s the app on your phone or a browser extension.

With Bitwarden, items owned by you in the web vault will always remain in sync. Items owned by an organization will sync across users and client applications every 30 minutes. Other Bitwarden apps — such as browser extensions, mobile apps, desktop apps, and CLI — will sync automatically at login and regularly when unlocked.

NordPass pros and cons

Pros

  • Data Breach Scanner available.
  • Viable encryption option.
  • Offers a free plan.
  • Free trials for most plans.
  • Secure password sharing.
  • Live chat support.

Cons

  • Only one device is supported on the free version.
  • The free tier has very limited features.

Bitwarden pros and cons

Pros

  • It’s open source.
  • Supports both graphical and command-line interfaces.
  • One free account can run on multiple devices, although with limited features.
  • Advanced two-step login.
  • It can be self-hosted or cloud-based.

Cons

  • SSO integration and admin password reset are not available in some plans
  • Desktop UI requires improvement.
  • Only offers a 7-day free trial.

Should your organization use NordPass or Bitwarden?

Choosing between NordPass and Bitwarden depends on your priorities. NordPass offers seamless integration with other Nord products like NordVPN and NordLocker, ensuring a unified security ecosystem for an organizational setting. The interface is user-friendly and simple, and it can integrate with many popular apps and browser extensions. NordPass’ shared folders allow users to securely share information and sensitive data stored in their vaults, making it easier for team collaboration; plus, it includes a data breach scanner on the dashboard for easy password breach scans.

Bitwarden is an open-source security password manager, prioritizing transparency, strong security, and customization for budget-conscious individuals or enterprises. It allows self-hosting for advanced users, and it integrates very well with SSO providers like Azure Active Directory and Okta to streamline the log-in process for various team members in an organization.

The pricing for both NordPass and Bitwarden are fairly similar, but Bitwarden offers more flexibility. Its free version offers more features and supports unlimited device connections, unlike NordPass, whose free version supports only one device.

SEE: Penetration Testing and Scanning Policy (TechRepublic Premium)

Methodology

I evaluated NordPass and Bitwarden by assessing their user interfaces, security features, and ease of use. For real-life experience, I installed the free versions of each app on my Android, Windows devices, and Chrome browser. This approach helped me test features like password generation, autofill, responsiveness, lengths of passwords, and cross-platform functionality. Both scored well on these benchmarks; however, I noticed that NordPass was faster with its prompts but found it easier to use Bitwarden on my Chrome browser. My assessment also showed that users can generate random strings of digits, letters, and symbols of up to 128 characters on Bitwarden compared to NordPass’ 60 characters.

The products’ sites were also taken into account to provide a comprehensive overview of pricing.

Check out our full reviews of NordPass and Bitwarden

This article was originally published in December 2023. It was updated by Luis Millares in February 2025.

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How to Use NordPass: A Step-by-Step Guide

NordPass, Nord Security’s password manager, is an intuitive application offering reliable password storage and protection.

In this article, we walk you through how to set up and use NordPass. We also answer some frequently asked questions about NordPass and its features.

How to set up and use NordPass

1. Choosing a NordPass subscription

NordPass has two subscription tiers: Personal and Business. Its Personal plans are for individual consumers, while NordPass Business is for businesses and organizations.

In our hands-on review, NordPass received a score of 4.6 out of 5 stars. Check out our full NordPass review here.

NordPass Personal plans
NordPass Personal plans. Image: NordPass

Within the Personal tier, NordPass has three plan options: Free, Premium, and Family. The Premium one-year subscription costs $1.69 per month for one user, and the Family plan is $3.69 per month per user for up to six users.

NordPass’ Free version is free forever; however, it only allows for one-device log-in, and lacks important features such as a dark web monitor and password health scanner.

NordPass Business plans
NordPass Business plans. Image: NordPass

Meanwhile, NordPass Business is split into Teams, Business, and Enterprise plans. The Teams one-year subscription costs $1.99 per user, per month for up to 10 people. NordPass Business provides protection for five users and up at $3.99 per user, per month. And, a one-year Enterprise subscription can protect the same five users and up at $5.99 per user, per month.

Customers can opt for a two-year plan, which offers more affordable monthly rates.

I highly recommend trialing out a plan before purchasing a subscription. A 30-day free trial is available for the Premium plan, and both Teams and Business have a 14-day free trial. Neither require a credit card to access.

For those interested in trying NordPass’ free trial for its consumer version, I recommend searching “nordpass free trial” on Google as the easiest way to access it. I’ve found that NordPass tends to update or change their webpages every now and then, so looking it up directly via Google will be the fastest way to avail of the trial.

Looking up NordPass’ free trial on Google
Looking up NordPass’ free trial on Google. Image: Luis Millares

From there, you’ll see a page titled, “Free 30-day NordPass Premium Trial.” Clicking this will lead you directly to the free trial page, where you can enter your email address and start the trial.

NordPass’ free trial page
NordPass’ free trial page. Image: NordPass

If you’re interested in accessing one of the 14-day free trials for NordPass Business, repeat our previous steps and simply search “nordpass free trial business” on Google this time around.

Looking for NordPass business trial
Looking for NordPass business trial. Image: Luis Millares

Clicking on the link will lead you to a sign-up page, where NordPass will ask you to enter your business email, company name, and other information.

NordPass Business trial sign-up
NordPass Business trial sign-up. Image: NordPass

2. Setting up the web app and browser extension

Going back, let’s select the NordPass Premium free trial to give you a quick look on how to use NordPass. At the NordPass free trial page, NordPass will ask you to provide an email address. I’ve put my test account below:

Providing my email for NordPass trial
Providing my email for NordPass trial. Image: Luis Millares

After providing my email, I was redirected to NordPass’ browser extension page on the Chrome Web Store. I downloaded the extension, and it installed automatically.

NordPass on the Chrome Web Store
NordPass on the Chrome Web Store. Image: NordPass

After installation, NordPass asked me to either log in or create an account. I chose “Create Account” and provided my email address. From there, NordPass asked me to create a Master Password. The master password is the only password you’ll have to create on your own as NordPass has a built-in password generator which you can use to create more secure, randomized passwords.

NordPass Master Password.
NordPass Master Password. Image: Luis Millares

The master password serves as the key to your encrypted password vault and stored passwords. NordPass requires all master passwords to be at least 9 characters or more and to have at least one special character.

After I provided my master password, I was directed to the main dashboard to begin storing and managing my passwords.

NordPass main dashboard.
NordPass main dashboard. Image: Luis Millares

3. Using NordPass

The easiest way to save your first login is to create and save a new account online. To demonstrate this, I’ll create a new account on Udemy.

On Udemy’s account creation page, the NordPass logo appeared in the password field.

NordPass logo on password field.
NordPass logo on password field. Image: Luis Millares

When I clicked on the logo, NordPass’ password generator popped up.

NordPass password generator.
NordPass password generator. Image: Luis Millares

It automatically generated a randomized password for my Udemy account. By default, NordPass creates a 20-character-long password, but you can have it generate a password that’s 60 characters long. You can also have it create a password phrase, which has been said is more secure.

Saving a new login.
Saving a new login. Image: Luis Millares

After the password was generated, NordPass prompted me to save the Udemy account details to my NordPass vault.

NordPass Frequently Asked Questions (FAQs)

Is NordPass free?

Yes, but only for the consumer NordPass solution, not NordPass Business. NordPass’ free version doesn’t have key features such as dark web scanning, the ability to share items, and emergency access. And, it only allows a single-device login per account.

How do I import passwords to NordPass?

To import your passwords to NordPass, go to the Settings menu, navigate to the Import and Export section, and click “Import items.” NordPass lets you import passwords from a CSV file, browsers, and other popular password managers.

What if NordPass isn’t working?

If you encounter any problems with NordPass, you can visit their official support page or access their 24/7 live chat support. You can also send a message to their support email for more assistance.

Is NordPass the same as NordVPN?

No, they are two different services. While they are both from security software provider Nord Security, NordPass is a password manager and NordVPN is a virtual private network service.

What operating systems does NordPass support?

In terms of browsers, NordPass is available on Google Chrome, Mozilla Firefox, Opera, Edge, and Safari. This includes browsers for both desktop and mobile.

For its desktop application, NordPass supports Windows (10 and up), macOS (11 and up), Linux, Chrome OS (web vault only), Android (9.0 and up), and iOS (15.0 and up).

Is NordPass available for iPhone or Android?

Yes, NordPass has apps for both iOS and Android. You can also access NordPass on your smartphone via a supported mobile browser.

What we think of NordPass

In our full review, NordPass received a rating of 4.6 out of 5 stars. We highlighted its affordable pricing, easy-to-use application, and useful business features — all of which make it one of the best password managers available today.

While its free version is limited to only one device, the all-around user experience and security you get with NordPass make a premium subscription worth the spend.

If you want to learn more, read our full review and analysis of NordPass and check out our NordPass vs 1Password comparison.

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Global Pressure Mounts for Apple as Brazilian Court Demands iOS Sideloading Within 90 Days

A Brazilian court has dealt a major blow to Apple’s tightly controlled ecosystem, ordering the tech giant to allow sideloading on iOS within 90 days. The ruling follows similar mandates in the EU, signaling a global push for more open digital marketplaces.

With Apple commanding nearly 60% of the U.S. mobile market and over 62% in Japan, the decision could set off a domino effect worldwide.

How does sideloading affect iOS users?

Sideloading occurs when a mobile smartphone user downloads an app from a source other than the official App Store. In this case, the App Store remains the sole distribution channel — a model that Apple is determined to protect.

It’s clear why Apple wants to restrict third-party apps. According to StatCounter, the tech giant accounts for less than 30% of the global OS market share as of February 2025. Forcing users to download apps from the App Store is a surefire way to keep them in the iOS ecosystem.

However, users do receive some benefit from downloading apps exclusively from the App Store. Since all apps undergo a screening process, users know they’re receiving authentic software that isn’t going to harm their device. If they ever do experience an issue, technical support is usually available.

These safeguards don’t necessarily extend to apps that are downloaded from developer websites or other sources, but many users still want the freedom to choose. Despite already making similar accommodations in other regions, Apple insists that sideloading will have a negative impact on all iOS users.

Judge Pablo Zuniga, who overturned an injunction that would have given Apple more time to consider their next move, said that Apple “has already complied with similar obligations in other countries, without demonstrating a significant impact or irreparable damage to its business model.”

What does this mean for other countries?

If the ruling stands, similar legal battles could emerge worldwide. With the European Union already setting a precedent, and Brazil potentially following suit, other countries may soon join the movement. While the case in Brazil could be a major catalyst for a future disruption in the iOS ecosystem, it’s still too early to tell.

Following the latest ruling, Apple now has 90 days to remove all restrictions on sideloading for all Brazilian iOS users. As expected, the company plans to appeal the decision.

This article was written by TechnologyAdvice contributing writer J.R. Johnivan.

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Will Your Network Traffic Analysis Spot Today’s Threats?

Network traffic analysis (NTA) is the practice of monitoring and interpreting the data flowing across your network to ensure performance, reliability, and security. Companies rely on a mix of tools — ranging from packet sniffers and flow analysis software to advanced NDR systems — to gain visibility into their network’s behavior.

This guide explores the types of NTA solutions available, the key features that provide visibility and control over your network, and where related technologies like NDR tools fit into a modern, secure network strategy.

But first, I want to start with a few red flags that tell you network traffic is hiding performance bottlenecks, sophisticated cyber threats, or both. Relying on yesterday’s tools can mean missing critical warning signs.

Seven signs you should revamp network traffic analysis

Ideally, network traffic analysis (NTA) gives administrators a clear, real-time view of how data moves across their network. It helps them spot performance issues, track resource use, and identify potential security threats before they become serious problems.

When NTA tools and strategy leave critical blind spots, it will fail to detect performance issues, security threats, or unexpected traffic patterns that could disrupt operations.

Below are some warning signs and scenarios that warrant a review of your current approach and may indicate the need for strategic retooling of your network traffic analysis. Red flags include:

  1. Security incidents or suspicious activity: An uptick in network breaches, unauthorized access, or unusual traffic flows (e.g., data exfiltration attempts or DDoS attacks) indicates that your current strategy may not be adequately monitoring threats or alerting you in real-time.
  2. Unpredictable traffic spikes: If you notice unexpected increases in traffic, such as during off-hours or periods when there should be low activity, it could indicate an issue with how traffic is being managed or even malicious activity. If unpredictable spikes persist, re-evaluate your performance monitoring and threat detection tools to confirm they are giving you full visibility.
  3. Lack of visibility into specific traffic types: If your existing tools or strategy don’t provide clear insight into specific types of traffic — like VoIP, streaming, or encrypted data — it may be time to upgrade to a more sophisticated solution that offers deep packet inspection and greater granularity.
  4. Inconsistent reporting or alerts: If your current system isn’t providing consistent, actionable reports or timely alerts, it’s a sign the network traffic strategy might be outdated or improperly configured. Review your thresholds, detection rules, and alerting policies.
  5. Changes in network infrastructure or traffic demands: As network infrastructure evolves (e.g., shifting to cloud services, remote work, or increased IoT), it’s crucial to ensure that your NTA tools and approach are adapted to these changes, ensuring seamless traffic monitoring and management.
  6. Disconnected network data: If your NTA tools aren’t integrating well across various network segments or systems, it might be hard to get a full picture of network performance or security threats. A unified approach to traffic analysis may be required for better insight.
  7. Compliance or regulatory changes: If new compliance regulations or industry standards (such as GDPR or HIPAA) affect data protection and privacy, it may be necessary to review your NTA strategy to ensure it meets those requirements and avoids potential penalties.

There are other warning signs I haven’t captured here, and new zero-day exploits are emerging everyday.

Taking a proactive approach with NTA is a wise idea. Operating with less than full visibility into your network traffic is asking for trouble — both performance and security are at stake.

After all, once they have access to your network, it only takes two days for attackers to own your data.

What makes improving network traffic analysis so difficult?

As NTA technology evolves, it becomes increasingly powerful and capable of identifying sophisticated threats.

But these enhanced capabilities come with a major caveat: you need some really highly-paid IT resources in-house. The more advanced the tool, the higher the level of experience, expertise, and manpower required to effectively operate and manage it.

A basic network for a single office may be relatively straightforward to implement and monitor with minimal expertise. A large network with cutting-edge NTA platforms requires skilled security professionals who can interpret intricate data, respond to threats quickly, and fine-tune the system to adapt to new attack techniques and ransomware trends.

These factors make powerful NTA solutions more resource-intensive, demanding both skilled personnel and ongoing training to maintain their effectiveness. Organizations must consider not just the technological capabilities of an NTA solution but also the capacity of their team to manage and maximize its potential.

Types of network traffic analysis tools

Network traffic analysis tools are essential for monitoring and optimizing data flow across a network. They help identify bottlenecks, troubleshoot issues, and ensure efficient use of resources. The main categories of network traffic analysis tools are:

  • Packet sniffers: These tools capture and analyze raw network traffic at the packet level. Common tools, like Wireshark, provide deep insights into the types of data being transferred and help identify issues like packet loss or protocol mismatches.
  • Flow analysis tools: Tools such as SolarWinds and NetFlow Analyzer track flow data, which shows how traffic moves through a network in terms of sessions or connections. These tools focus on aggregate data, such as bandwidth usage, which helps in understanding overall network performance.
  • Network performance monitors: These tools, like PRTG Network Monitor, analyze both traffic and overall network health, including latency, throughput, and device status. They provide real-time monitoring and alerting features to track performance trends and detect anomalies.
  • Intrusion Detection Systems (IDS): These tools, such as Zeek and Snort, monitor traffic for signs of suspicious activity, such as unauthorized access or attacks. They focus on the security aspect of network traffic by analyzing patterns and behavior.

Many of the top tools for network traffic analysis combine multiple functionalities into a single platform. Some examples of “all-in-one” tools include SolarWinds NPM and PRTG Network Monitor, which provide comprehensive solutions for both monitoring and analyzing network traffic.

SEE: Check out this SolarWinds NPM review and this PRTG Network Monitor review to learn more about them. 

These platforms typically integrate packet sniffing, flow analysis, performance monitoring, and even security features into one interface, making them highly efficient for organizations that need a broad view of their network performance and security.

On the other end of the spectrum, you will be able to find some free tools that can do some of these jobs — albeit in a limited fashion with many upsells for their paid tool.

One last thing to note: You will still have to implement a separate Network Detection and Response (NDR) solution to effectively harden network security. The “all-in-one” NTA tools have limited NDR capabilities — most organizations use both to guard against Advanced Persistent Threat (APT) attacks.

Key network traffic analysis features

Focus on the features that will help you achieve the core goals of network traffic analysis: increasing visibility, optimizing performance, ensuring security, and maintaining operational efficiency.

These are five of the most important all-around features I think most people will be interested in. They are also features where depth varies from vendor to vendor.

1. Real-time monitoring and alerts

The ability to monitor network traffic in real time and receive alerts about unusual behavior or performance degradation is essential for proactive troubleshooting and immediate response.

Most NTA solutions offer real-time monitoring and alerts — a good solution minimizes alert fatigue by prioritizing actionable insights. Look for tools that provide context-aware alerts with relevant details and allow for customizable thresholds to suit your network’s unique needs.

Another way to reduce false alarms and endless alerts is using an NTA solution with alert correlation and grouping, which can consolidate related notifications. This can help your team stay focused on the right problems instead of being overwhelmed by redundant or low-priority alerts.

2. Automated traffic classification

Many NTA tools can perform basic traffic categorization, such as distinguishing between general data types like HTTP, DNS, or FTP. A more powerful automated traffic classification feature goes beyond basic categorization by offering granular identification of applications, protocols, and data types, ensuring precise resource allocation.

For example, advanced NTA tools can recognize and categorize specific applications, like identifying Microsoft Teams traffic versus general web browsing. This be critical for identifying where spikes in traffic originate, for example, and make it easier to prioritize discrete  resources and improve overall network performance.

3. Detailed reporting and historical data

The ability to generate detailed, customizable reports enables teams to track trends over time, identify recurring issues, and make data-driven decisions for capacity planning or resource allocation. Historical data is particularly valuable for diagnosing intermittent problems and conducting post-incident reviews, offering a clearer picture of what occurred and why.

4.  In-depth visibility and decryption

Don’t let encryption hide malicious activity. Choose an NTA solution that analyzes both encrypted and unencrypted traffic to uncover hidden threats within data tunnels. Also, look for capabilities that go beyond packet headers to analyze protocols, applications, and user behavior to provide detailed insight into network activity. Always pick an NTA that tracks lateral movement to expose adversaries moving through side channels and prevent threats from going undetected within your network.

5. Integration with other network management tools

Integration with other network management solutions, such as network performance monitoring (NPM) and Security Information and Event Management (SIEM) systems, is vital for creating a unified view of your network’s health.

If the goal is to increase visibility, don’t let network tools live in silos.

There are many additional capabilities, from advanced anomaly detection to customizable dashboards, that can help tailor the tool to your network’s unique needs. The key is not just in selecting the right features, but in using them effectively to gain actionable insights into your network’s performance and security.

At the end of the day, the most powerful tool is the expertise of the team using it.

The real value of your NTA solution lies in how well your professionals understand and leverage its features. As you move forward, trust that the combination of advanced technology and your team’s knowledge will provide the insights needed to stay ahead of evolving threats and optimize network performance with confidence.

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Worried About VoIP Security and Encryption? We Aren’t

Any modern business using a Voice over Internet Protocol (VoIP) phone system knows that maintaining security is essential for confidentiality, customer trust, and regulation compliance.

Industries like healthcare, for example, have strict regulations governing communications, and HIPAA-compliant VoIP providers offer security, privacy, and access management tools to help companies follow these regulations — even when employees access the network from far away places.

Meanwhile, poor encryption and security can also affect your bottom line, as scammers and fraudsters will find ways to exploit weaknesses to commit VoIP fraud on unsecured phone systems. Toll fraud works by hijacking a company’s phone system to make artificial and high-volume long-distance calls. The owner of the system gets charged for these calls (often without noticing), and then fraudsters are given a share of the revenue from colluding carrier services.

Along with toll fraud, there are many other vulnerabilities of VoIP systems — but if you are using one of the best business phone services, your vendor is going to take over the challenging parts of VoIP security and encryption. You just have to promote basic network security at your organization (strong passwords, access control, etc.).

Good providers handle VoIP security and encryption

A hosted VoIP service is a cloud-based communications solution offering secure voice calling and messaging over the internet.

The beauty of these services is that security and encryption come baked in. The VoIP providers update software and firmware, maintain hardware, and help follow regulatory compliance for you.

Of course, fraudsters and scammers are constantly evolving their game, but VoIP providers respond to these attacks in real time and keep your system safe from the latest threats.

With a hosted VoIP service, your employees have individual login credentials to access their VoIP accounts, and all calls your company makes go through the service provider’s network. That means the VoIP provider handles the security and encryption while routing calls, not you.

That also means your business is kept safe no matter where your employees are because a VoIP service lets them access the secure communication network from any softphone. Your employees won’t be tasked with performing any extra security-related tasks either, as VoIP services apply the latest measures across the entire network. Many of the headaches involved with remote work security are now fully off your plate.

What should a secure VoIP provider have?

A good VoIP provider should have robust encryption protocols to keep your data safe while it’s in transit. That way, voice calls and messages are indecipherable until they reach their destination, where only the recipient can decode them.

Similarly, a stateful firewall and/or intrusion detection system helps prevent attacks and unauthorized access. Enhanced login security measures like multi-factor authentication (MFA) and two-factor authentication (2FA), for example, further secure access, and a password-and-token system can also be an effective measure against unwanted infiltration.

The following technologies help VoIP providers secure their networks:

  • Session Border Controllers (SBCs): An SBC acts as the gatekeeper of the network by regulating IP communication flow. SBCs are particularly useful for protection against Denial of Service (DoS) and Distributed DoS (DDoS) attacks.
  • Transport Layer Security (TLS): TLS protocols use cryptography to secure a VoIP network’s signaling and media channels. TLS protocols use a digital handshake to authenticate parties and establish safe communications.
  • Secure Real-Time Transport Protocol (SRTP): SRTP is a media encryption measure that acts like a certificate of authenticity, which can be required before granting media access.

Not every organization requires SBCs, but anyone using a cloud phone system could be the target of a VoIP DDoS attack. Work with your vendor to deploy a future-proof VoIP phone system that follows network security architecture best practices.

The VoIP industry has standards and frameworks in place to guide companies with the best security practices available. In fact, the International Organization for Standardization (ISO) publishes guidelines that cover this sector.

A good provider should have the following accreditations and certifications:

  • PCI Compliance: PCI compliance is an information security standard for card payments. Having this certification facilitates secure payments from major credit cards.
  • ISO/IEC 20071: This Information Security Management System (ISMS) outlines a global set of standards that helps secure business data.
  • ISO/IEC 27002: This Code of Practice for Information Security Controls outlines the controls and best practices for securing information.
  • ISO/IEC 27005: This certification refers to Information Security Risk Management. It provides guidelines for assessing and managing information security risks.
  • ISO/IEC 27017: This establishes protocols for cloud service providers. It helps explicitly secure cloud services and their ecosystems.
  • ISO/IEC 27018: This outlines how to protect personally identifying information (PII) on public clouds.

Secure VoIP providers also need to be aware of their human-layer security. Many scams originate from human error, so a business is only as safe if its staff members are reliable. As such, businesses are vulnerable to social engineering attacks.

Social engineering is the process of manipulating individuals into giving up sensitive information. Rather than relying on technical vulnerabilities, many scammers use human psychology to obtain passwords, login details, and other sensitive information.

Scammers often use phishing techniques to gain trust. This technique involves sending messages and emails that appear legitimate, ultimately leading individuals to give up passwords or new login details after trusting the source’s legitimacy.

VoIP providers can limit opportunities for social engineering by implementing 2FA or MFA as part of IVR authentication workflows. Simply put, the more authentication steps required, the more information a scammer needs to extract, and the more information a scammer needs to extract, the lower their chances of infiltration.

Employee training and awareness are also critical factors in reducing social engineering attacks, as monitoring communication patterns and identifying irregularities can root out social engineering attempts before they gain any traction.

To combat these measures and educate employees even further, Udemy, Coursera, and edX run cybersecurity courses that include modules on social engineering. Similarly, Black Hat and DEFCON include workshops on the relationship between psychology and security.

Self-hosted VoIP security and encryption is a challenge

Some companies choose to host their own VoIP server on their company premises. This comes with some advantages, as creating a self-hosted system from the ground up gives you more options for customization and control.

However, several challenges make hosting a VoIP service impractical for many businesses. These areas include:

  • Cost: Setting up a VoIP system is expensive relative to subscribing to an existing service. A VoIP service provider already has the necessary infrastructure, hardware, and backend up and running.
  • Responsibility: Self-hosting offers customization and control at a cost. With your own VoIP system, you must update software, manage hardware, and troubleshoot technical issues.
  • Scalability: Increasing capacity in your self-hosted VoIP system could require hardware upgrades and other configurations. You can achieve the same capacity increase with a few clicks using a VoIP service.
  • Security and encryption: With a self-hosted VoIP system, security and encryption are your responsibility. For many business owners, this alone is enough to reject self-hosting.

Additionally, self-hosting is often only possible with a dedicated IT team or managed services provider . Without one, your security and encryption probably won’t be as good as a hosted service provider — which has its own team dedicated to running the latest security protocols.

Using a self-hosted VoIP also has complications for remote teams, as you must configure the network for remote access while also maintaining security. This process usually involves a virtual private network (VPN) or other secure remote access methods.

Let the pros handle VoIP security and encryption

VoIP security is complex and constantly evolving, so outsourcing to a VoIP service makes sense for a variety of reasons.

Even the cheapest VoIP phone service providers do the heavy lifting for you, so there’s no need to buy, configure, and maintain costly on-premises VoIP infrastructure that’ll be obsolete in a few years.

Meanwhile, security and encryption are the cornerstones of a good VoIP business, and most VoIP service providers will have better security and encryption than self-hosted solutions in the long run.

So unless you’re in the telecom industry and have major communication security chops, it’s probably best to let the pros handle it.

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How Smart IVR Unlocks a Better Caller Journey

Smart IVR refers to Interactive Voice Response (IVR) systems that can recognize and respond to human speech. Unlike traditional IVR — which relies on rigid menus and keypad inputs — smart IVR can interpret spoken language, ask clarifying questions, and adapt its responses based on customer needs.

This creates a smoother, faster experience that leaves callers more satisfied and businesses more efficient.

Now — you’ll see terms like “smart IVR,” “intelligent IVR,” “conversational IVR,” and “natural language IVR” that are often used interchangeably. The distinctions usually stem from marketing and branding rather than significant technical differences.

In this post I’ll help cut through the marketing noise to explain what smart IVR is, how it works, and what it can do.

Technically, what is a smart IVR?

For practical purposes, a smart IVR has the following capabilities that go beyond traditional systems:

  • Conversational capabilities: Using Natural Language Processing (NLP) to understand and respond to natural speech.
  • Dynamic routing: Adjusting call flows based on real-time customer inputs and historical data.
  • AI-driven insights: Using data from past conversations and machine learning to improve interactions and refine responses over time.

Supplemental smart IVR features

In addition to core capabilities, some vendors offer supplemental features that enhance the functionality of smart IVR systems. These features can provide additional value and address specific business needs:

  • Customer feedback surveys: Automatically prompt callers to provide feedback after their interaction, offering insights for continuous improvement.
  • Visual IVR: Extend IVR functionality to a smartphone interface, allowing users to navigate visually instead of verbally.
  • Outbound notifications: Proactively reach out to customers with reminders, updates, or alerts via automated calls or messages.
  • Multilingual support: Offer advanced language capabilities for seamless interactions with diverse customer bases.
  • Integration with third-party tools: Connect IVR systems to CRM, helpdesk, or analytics platforms for a unified workflow.

Generally, the best call center software supports all of these capabilities — just bear in mind that some vendors offer built-in solutions whereas others rely on third-party tools to support visual IVR, multilingual support, and other features.

How smart IVR works

When a caller dials in, the system greets them and invites them to describe their needs in their own words. Unlike traditional IVRs, which rely on fixed menus, smart IVRs use Automated Speech Recognition (ASR) and NLP to interpret the caller’s intent, ask clarifying questions if needed, and route them efficiently.

Behind the scenes, smart IVR systems use AI to analyze spoken input and match it to the most relevant solutions. They connect with customer data through CRM integration to personalize interactions, such as recognizing returning customers or recalling past issues.

Smart IVR systems also dynamically adjust call flows based on context, ensuring that each caller gets the appropriate response, whether it’s self-service, detailed information, or a transfer to a specific agent.

The result is a streamlined caller journey that balances speed and satisfaction. Callers spend less time explaining their needs or waiting for the right connection, while businesses benefit from reduced call handling costs and more effective agent utilization.

By combining advanced contact center technology with a focus on the user experience, smart IVRs ensure that every step of the journey feels purposeful and productive.

SEE: Discover seven surprising things call center ASR does really well

Benefits of smart IVR systems

In terms of the performance metrics associated with call centers, Smart IVRs offer a number of attractive KPI-related benefits.

Shorter customer wait times

With Smart IVR, you can offer a greater range of self-service features, which can significantly reduce call center queuing times for customers. The intelligent routing features also cut down on wait times by connecting callers to the right department or agent without bouncing them from one agent to the next. And, since callers are able to get moving in the right direction a lot sooner, this can lead to a lower call abandonment rate and a higher first-call resolution rate.

Increased productivity and decreased stress for agents

Since smart IVR systems provide more ways for callers to perform basic inquiries on their own at any time of the day, it lessens the burden on live agents. This not only lets the call center’s employees focus on more complex (and less repetitive) tasks, but it also tends to lower burnout rates and call center turnover — ultimately saving your business money in the long run.

Improved data collection and analysis

A Smart IVR system also makes it simple to collect and evaluate large amounts of customer data. This supplements traditional IVR analytics with additional data points to optimize call flows and customer journeys. This data can also be used to gain deeper insights into customer bases and their pain points, effectively providing implied feedback that can help companies improve their products and get rid of common issues.

SEE: Learn how IVR analytics can fix call flow issues

Fewer human errors

In a traditional contact center without Smart IVR, manual call routing errors and long wait times commonly lead to negative customer experiences and call abandonments. Smart IVR, however, greatly reduces the risk of human errors, leading to a better customer experience overall.

Lower customer support costs

With Smart IVR’s self-service options and intelligent call routing, there’s less of a need for a large team of live agents. This cuts down on staffing costs for businesses and organizations to save big bucks over time.

KPIs to measure smart IVR performance

When taking a look at how well your Smart IVR is working, keep these critical call center metrics in mind:

  • First Call Resolution (FCR): A high rate indicates that the IVR effectively resolves issues without needing multiple interactions. Look for trends where resolution rates drop, which could signal ineffective routing or unclear prompts.
  • Average call abandonment rate: A low abandonment rate suggests the IVR keeps callers engaged. A sudden spike might point to overly complex menus or extended wait times.
  • Customer Satisfaction (CSAT): Often measured through post-call surveys. Watch for declining scores, which could highlight areas where the IVR’s conversational capabilities or routing are falling short.
  • Average Handle Time (AHT): A steady decrease in handle time may reflect that the IVR is efficiently routing calls to the right agents. However, if it’s too low, it could mean callers are bypassing the system entirely due to frustration.
  • Cost per call: Track whether the IVR reduces costs over time. Rising costs might indicate inefficiencies in how calls are handled or routed.
  • Agent utilization rate: A well-functioning IVR should free up agents for more complex tasks. If utilization rates are stagnant, it may mean the IVR isn’t offloading basic queries as intended.

By tracking these metrics shortly after implementing your Smart IVR, you can more confidently assess whether your system is working and reduce the risk of making poor decisions based on inaccurate data.

Tips for implementing smart IVR

Implementing a smart IVR system requires thoughtful planning to ensure it meets both business objectives and customer needs. A well-executed rollout can streamline operations and enhance the caller experience, but achieving this balance takes more than just deploying the technology.

Here are a few IVR best practices and rules of thumb to help you maximize the system’s potential and set the stage for long-term success.

Give customers the option to bypass your IVR

No matter what, always provide an option to speak with a live agent. Doing so can help reduce customer frustration if they feel your IVR system isn’t helping them get the answers they need right away. Even if people don’t use the option, offering it early is a way to build trust and establish credibility during the opening moments of the caller journey.

Provide multiple caller response options

One way to streamline IVR call flow and make it more user-friendly is to offer both touch-tone and voice command options for your callers. This gives them the freedom to interact in whichever way they feel more comfortable. Likewise, doing so also provides a way for callers with unique accents and dialects to ensure that they can communicate with your IVR system properly.

Make your call routing smart and seamless

Implementing intelligent routing in your IVR system lets you transfer calls based on the caller’s phone number, making it possible for callers to speak with the same agent that handled their issue before. It can also transfer callers to agents who speak a specific language and move important calls to the front of the call queue. All of this leads to a more seamless and user-friendly customer experience overall.

SEE: Learn about the different types of IVR routing and when to use them. 

Make your menu simple and user-friendly

Always map out your menu beforehand to ensure that it’s user-friendly, intuitive, and simple. This makes it easier for customers to understand your IVR system and reduces friction along the customer journey.

Use a realistic-sounding voice

Although Smart IVR systems generally have realistic-sounding voice options, test out a few and decide which one is the best one for your customers. Using the most realistic voice possible will help put callers at ease, make conversation more natural, and improve the customer experience.

SEE: Learn more about how to make a high-quality IVR recording.

Add a callback option

By including a customer callback option in your Smart IVR system, your customers won’t have to wait in a call queue for an unknown amount of time. This gives them the freedom to go about their day without losing their place in line, and it also gives you an opportunity to optimize your call management system for your live agents.

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Network Packets: Understanding How the Internet Works (Easy)

Network packets are small units of data that are sent from one network device to another.

When you send information online — like an email, a file, or a video stream — it’s broken down into packets, which travel separately to the destination. Once all the packets reach their destination, they are put back together to form the original message or file.

This guide explores network packets in detail: why they are essential, their structure, and how they influence network performance and traffic.

Why network packets?

A computer network transfers digital data in the form of network packets, a method far more efficient and flexible than traditional circuit-based transmission, like a copper wire phone network.

Unlike antiquated circuit switching, which requires the establishment of dedicated point-to-point connections before full-signal communications can happen, packet switching breaks data into small, standardized chunks.

These chunks (or packets) are self-contained bundles that have digital address information in their headers, directing them to the appropriate recipient. Then, intermediate network nodes such as routers and switches examine those headers to determine where to forward the packets throughout their journey on the global network mesh.

There are many reasons why this method of delivery is used:

1. Flexible routing saves time

Since packets travel independently, physical routers can determine alternative routing paths as needed to avoid congested network links or nodes.

This agility allows packets to flow around digital obstacles to find the least congested and fastest routes to their destinations at any given time. Thus, packet-switching networks like the internet can adapt in real time to changing demands far better than rigid legacy networks built on static paths.

2. Error resistance and effective resending

With traditional circuit switching, if any node along the fixed path between users were to fail, the whole connection would drop. Meanwhile, with independently routed packets in packet-switching networks, only the missing packets would require retransmission after a failure, not the entire message.

Additionally, packet switching is also less wasteful when message data gets lost or corrupted along its journey. With old-school networks, even one failure could disrupt an entire communication, forcing the endpoints to start the whole transfer over again from scratch.

Thanks to the sequence numbers stamped on every data packet, however, packet switching is much more resilient. This means devices can easily identify missing packets in a transmitted message stream. Then, instead of pointlessly resending error-free packets again, the devices simply request replacements for the specific lost or damaged packets.

This resilience is particularly evident in VoIP (Voice over Internet Protocol) systems when compared to the traditional PSTN (Public Switched Telephone Network). While PSTN relies on circuit-switched technology, which establishes a dedicated line for the duration of a call, VoIP transmits voice data as packets over the internet. If a packet is lost or damaged, VoIP systems can request only the missing pieces, unlike PSTN, where any network issue can disrupt the entire call.

SEE: The PSTN is still in use, but there are better options

3. Highly efficient infrastructure sharing

In circuit-switched networks, dedicated connections between endpoints become dormant whenever parties pause active communications, which is technically a waste of network capacity.

Packet-switching networks, on the other hand, are extraordinarily efficient at using available communication capacity. The networks can juggle many different phone calls and internet transmissions at the same time by chopping up data into little packets first.

By blending together little pieces of simultaneous flows, the network makes sure no wires go idle when only one call pauses. This process is called statistical multiplexing — but the important part is that it makes the most of every bit of available capacity.

The efficiency of packet switching also lends itself to maximizing things like fiber optic cables and LTE bands. When combined, these innovations enable more calls, videos, chats, posts, and page views to operate concurrently through shared lines.

4. Enhanced security through selective encryption

The bite-sized encapsulation of session data into packets also offers several network security advantages. While packet headers must remain unencrypted for successful routing, packet payloads can utilize encryption to keep application-level data confidential.

Packet switching also enables more secure communication through public networks like the internet. The little data bundles can use special encryptions that securely verify the true sender without decrypting the content itself.

Technologies like VPNs (Virtual Private Networks) use these methods to create encrypted tunnels within public networks. Thus, when you connect through a VPN to your office or home network, your packets stay safe from prying eyes. Of course, the destination knows the packets originate from you, but potential hackers won’t be able to trace them back to their source.

Altogether, the packet-switching system allows billions of devices to communicate at high speeds in a flexible, efficient, and secure manner. Today, these humble information packets power everything we do across today’s digital networks, from sending emails to video chatting with friends across the globe.

Three parts of a network packet

Every packet has distinct parts that work together in unison. The three essential components of a network packet are as follows:

1. The packet header

The packet header contains vital metadata for transport, such as:

  • Source and destination: These are the sending and receiving IP addresses. Like postal addresses, they identify where packets come from and where they end up.
  • Verification fields: This includes checksums and other data to confirm validity and accurate delivery.
  • Priority flags: These mark packets that require preferential handling, like video packets that are sensitive to latency.
  • Sequence numbering: This is a kind of data that labels the order of packets so messages can be reassembled.

In summary, the packet header provides the delivery instructions and handling flags necessary to keep packets flowing smoothly.

2. The packet payload

The payload section of a network packet carries the actual end-user data that is being transmitted from the sending application (like a web browser) to the receiving application at the destination.

This user data payload can contain things like:

  • Text, images, video, and multimedia elements comprising a webpage.
  • Audio data from calls made via VoIP services.
  • Video footage being streamed from a security camera.
  • Sensor measurements from an internet-connected weather station.
  • Database entries being synchronized to the cloud.

In other words, the payload is like the cargo container of a transport truck — it holds the actual goods being shipped from point A to point B. Focusing on maximizing payload size and delivery efficiency is crucial because sending user data is the entire purpose behind transmitting packets in the first place.

3. The packet trailer (or footer)

Defining clear beginnings and endings for variable-length packets helps network hardware parse transmission streams efficiently.

Trailers provide conclusive boundaries so that routers and switches processing at ultra-high speeds know when one packet ends and another begins. This allows them to handle, route, and deliver billions of packets at a rapid pace without risking fragmentation.

Trailers also contain error-checking mechanisms like cyclic redundancy checks (CRCs) to validate payload integrity. This means that if calculated trailer CRCs don’t match the expected values computed earlier, errors are detected, and the payloads can be marked for retransmission.

At the end of the day, packet trailers kind of act like safety barriers at the end of highways — because they’re vital tools for preventing accidents. By capping packets cleanly, they prevent stray fragments from unintentionally merging and corrupting transmissions.

Network packets and network traffic

Network traffic is essentially a collection of packets traveling across the network. Understanding packet behavior helps diagnose congestion or identify inefficiencies.

Understanding the behavior of these packets is crucial for managing and optimizing network performance, particularly for business phone services and other real-time communications applications.

Network traffic consists of packets traveling across the network, and when congestion occurs, high packet loss can result in lag, buffering, and interruptions in services like VoIP or video calls. Monitoring packet performance helps identify inefficiencies, and maintain smooth operations.

Network monitoring tools play a key role in analyzing packet flows to diagnose issues such as dropped connections, slow speeds, or misconfigured devices. Packet sniffing, a method used to tap into network traffic, enables administrators to identify performance bottlenecks while encryption ensures that sensitive data remains protected from malicious actors.

Admins can configure networks to prioritize specific types of traffic to ensure that critical applications perform reliably even under heavy load. Using QoS settings to prioritize voice packets is a common strategy for optimizing a VoIP network, for example.

Continual monitoring and optimization of packet performance allow businesses to maintain fast, secure, and efficient networks that meet modern demands in both public and private environments.

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When to Use a Mesh VPN and Four Signs You Shouldn’t

A mesh Virtual Private Network (VPN) is a secure, flexible way for remote teams to communicate over the internet.

Unlike traditional client-server VPNs that route traffic through a central server, a mesh VPN connects each device directly to others, allowing for faster, more efficient data transmission. This decentralized approach ensures that every team member can securely access the network without relying on a single point of failure.

Mesh VPNs can provide superior flexibility and security in certain scenarios, but they’re not always the best solution for every network.

Mesh VPN vs traditional VPN

Understanding the distinctions between these two networks will be easier if you are familiar with how a VPN works and basic network terminology. Let’s go through both in detail.

A traditional VPN (aka: client-server VPN or centralized VPN) runs on a main server that acts as a central gateway for all data. This is known as a hub-and-spoke model, where all of your data traffic — including files, emails, and VoIP calls from one team member to another — gets routed through the primary intersection point before reaching its destination.

The problem with this is that if the main server goes down, everyone loses access to the network. Likewise, if a cyber attacker gains access to the system, all user data becomes vulnerable.

Another major complaint regarding traditional VPN technology is its unreliability. Specifically, since every data packet must flow through one central hub, sudden increases in traffic can create bottlenecks that slow down performance. If this happens during peak hours, for instance, users will be battling for bandwidth and get frustrated by network latency as a result.

Of course, you can sometimes restore network performance by turning off your VPN, but then you leave your network open to outside threats.

SEE: Learn how to check if your VPN is working.

A mesh VPN is decentralized. Each device acts as both a client and a server, enabling direct communication with other devices in the network. In this way, it spreads network access across the entire system by connecting multiple devices, each acting as a point in the network.

Originally developed for military use, mesh technology was created to solve the problem of spotty connectivity in the field, keeping team communication secure and smooth in any location. Categorized as a Peer-to-Peer (P2P) model, the strength of a mesh VPN lies in its ability to route information among multiple pathways — which is much more efficient than routing through a central managing server.

SEE: Learn more about the differences between client-server and P2P networks.

On a mesh VPN, each node is its own access point, ensuring continued internet access for all users even if one loses connectivity. Instead of routing information along one pathway from the main server to each user, data travels from node to node along the fastest route available at any given moment, supporting faster service even with multiple users on the network.

With the traditional hub-and-spoke VPN, your central server gateway sits in one specific location. The farther you travel from this central hub, the slower and weaker your connection will be — especially as more family or team members hop onto the network. The solution offered by mesh VPN implements more hubs and/or nodes, creating a stronger connection across a wider space.

Smart devices such as phones and watches can act as nodes — and so can routers, desktop computers, gaming consoles, and additional servers. Together, these can all help create a convenient wireless network capable of providing reliable coverage across all areas of a home, an office building, or a remote working location.

Mesh VPNs still use at least one central server, called a control plane, to handle system-wide configurations and updates. From there, admins can customize various network settings, implement security measures, and adjust which nodes can communicate with each other. Keep in mind that you don’t have to manage this system yourself, as the best enterprise VPN providers offer cloud-hosted options, so you don’t have to manage it yourself.

Full mesh vs partial mesh VPN

In a full mesh VPN, every device or node is directly connected to every other device in the network. This means that data can be transmitted between any two nodes without needing to go through a central point. This design offers redundancy and flexibility, as multiple communication paths are available between devices. However, it also requires more careful management of each node’s connections and resources.

A partial mesh network connects only specific nodes, coordinating which devices can communicate with one another based on network needs or roles. This approach can reduce complexity and resource use, as fewer direct connections are needed. Each node in a partial mesh can be individually programmed, which makes it an ideal setup for testing new software, security features, or configurations on a small scale.

Downsides to mesh networks

Despite how mesh VPNs address many of the issues associated with traditional hub-and-spoke networks, there are some notable trade offs:

  • Higher latency: Since data passes through multiple devices before reaching its destination, the network can experience higher latency, particularly with larger networks.
  • Scalability challenges: While mesh networks scale well, the number of connections grows exponentially as more devices are added, potentially leading to performance issues or management difficulties.
  • Security risks: More devices connected directly to each other increases the attack surface, requiring robust security measures to mitigate risks.
  • Resource usage: Mesh VPNs use more system resources due to the need for each device to handle its own traffic and data management, potentially impacting performance.

Let’s talk about a few of these downsides, as they might surprise readers.

With security, for example, we’ve talked about how the decentralization of a mesh VPN has advantages — but it also comes with new vulnerabilities to network security threats. With more devices connected directly, the attack surface increases — each device connected to the mesh VPN becomes a potential entry point for malicious actors.

Network latency can be an issue, as well, especially in partial mesh networks where data is forced along a specific route. On really large networks, this can be a big problem.

These downsides can certainly be addressed. To ensure low latency for employees relying on a mesh VPN, for example, admins can optimize routing paths to prioritize direct, low-latency routes between devices. They use network monitoring tools to identify issues early, prevent congestion, and maintain smooth data flow.

When to use mesh VPN

The introduction of mesh VPNs provided a useful stop-gap solution for the increasing number of businesses moving toward a hybrid work model. By setting up remote VPN access, team members could work from any location using their home or Local Area Network (LAN) and access all shared private network resources. Today, many organizations still rely on this P2P model — which works really well for large teams operating from various locations.

Mesh VPN can also be configured to support an existing hub-and-spoke system, siphoning off some of the data burden to streamline the user experience. In fact, a hybrid system known as Dynamic Multipoint VPN (DMVPN) combines both the traditional and mesh approaches. With a central server acting as the primary gateway for incoming traffic, all intra-network communication occurs on the P2P network.

Nevertheless, larger companies with sizable IT budgets are ultimately moving toward more secure alternatives to VPN technology—and growing concerns over intra-network vulnerabilities have given rise to options such as Zero Trust Network Access (ZTNA) and Software-Defined Wide Area Network (SD-WAN).

While mesh VPNs focus on walling out external threats, both ZTNA and SD-WAN technology implement security measures within the network as well. These approaches treat even authorized users as potential threats, only allowing access to specific role-based files and pathways.

SEE: Check out my full post on when to use SD-WAN or VPN.  

That said, mesh VPNs remain a comparatively cost-effective solution for companies who need to share a reliable network and aren’t particularly concerned about the storage of highly sensitive data. At the end of the day, mesh system complexity — while greater than that of a traditional VPN — is much more manageable and easily scalable than ZTNA and SD-WAN.

So, while those alternatives are directly designed to tackle latency and cybersecurity issues, they are probably better suited for businesses with robust IT budgets, high-risk privacy concerns, and tons of users.

SEE: Learn network security architecture best practices and how to apply them.

Four signs you shouldn’t use a mesh VPN

1. It’s illegal in your country

VPNs are legal in the U.S. and many countries around the world. There are a few nations, however, that ban or restrict their use—such as China, Iraq, Russia, and North Korea. Be sure to double-check the regulations in your specific areas of operation before implementing this system.

2. Your team is small and centrally located

For home-based businesses and teams that operate within a smaller office space of around 5,000 square feet, a mesh VPN might be overkill. One central server may work just fine for your needs. The best VPN solutions for small businesses offer are fully-hosted, which means you don’t have anything to set up and zero maintenance moving forward — employees will just sign into the service.

3. You have many untrusted devices on your network

When you have a large number of untrusted devices on the network, such as contractors, or third-party vendors, using a mesh VPN can be risky. Any untrusted device can potentially compromise the security of the entire network. This makes it harder to enforce strict access controls and monitor user behavior, increasing the risk of unauthorized access or insider threats.

4. Your IT resources are limited

Setting up and maintaining a mesh VPN requires significant IT knowledge, especially when configuring multiple access points and managing the control plane. If your team lacks the expertise or time to properly manage these tasks, the complexity of a mesh VPN could lead to more challenges than benefits. In such cases, a simpler solution may be more appropriate to avoid ongoing maintenance issues.

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Yes, Analog Phones Work Just Fine Over a VoIP Gateway

Thinking about switching to Voice over Internet Protocol (VoIP) so you can make calls over the internet instead of landlines? With a VoIP gateway you won’t have to replace your existing phones, fax machines, or other equipment.

This saves money on new hardware and avoids the hassle of retraining employees who are comfortable with the current phone setup. Any modern business phone service is going to have a range of gateways available to help companies make the transition to the cloud.

A VoIP gateway acts as a bridge, allowing older analog devices — or even an entire office of them — to connect seamlessly to cloud-based communication systems. By converting traditional analog signals into digital packets, a VoIP gateway enables your legacy devices to work with the internet-based systems powering today’s communications.

In this guide, we’ll explore how VoIP gateways work, the different types available, and practical tips for ensuring optimal performance and security. Whether you’re transitioning one device or an entire office, we’ll cover everything you need to know to make the process smooth and effective.

Does every analog phone work with VoIP gateways?

I wanted to speak to this quickly before we get into the weeds about VoIP gateways, because there is a little more nuance than I could fit into the headline.

Now, I’ve never personally encountered an analog phone that didn’t work with a VoIP gateway — but I know that they exist.

Typically, these non-compatible phones are specialty models that require specific voltage levels or use fancy signaling that’s not supported by the VoIP gateway. You may also run into proprietary digital phones designed for specific PBX systems that don’t work without special hardware or adapters.

To avoid problems, confirm that your VoIP gateway supports the specific devices you plan to use. I would double check if you have any older or specialized equipment, like DECT devices, for example.

In general, though, most analog phones equipment should work just fine with a VoIP gateway. After all, the technology is really not that complicated.

A VoIP gateway converts signal to packets

As long as you know the basics of computer networking, this should all be pretty straightforward.

Think of a VoIP gateway as a bridge between different types of networks that allows organizations to integrate legacy telephony equipment with modern VoIP phone services.

Analog equipment was designed to send signals over the PSTN (Public Switched Telephone Network). The signal sent by these phones and fax machines doesn’t transmit over an IP network like the internet — it just won’t work at all — unless you have a VoIP gateway.

A VoIP gateway converts analog voice signals from traditional phone systems into digital data packets that can travel over an IP network. A VoIP gateway takes the voice from a phone, digitizes it, and sends it as packets over the internet or private network to the destination.

On the receiving end, it converts the digital data back into an analog signal for the recipient’s phone, enabling seamless communication. This two-way conversion process allows different types of communication systems — old and new — to work together efficiently.

VoIP gateway example

Consider a hotel that wants to lower costs with a VoIP phone system, but doesn’t want to have to buy new phones for every room. The VoIP gateway allows the hotel’s existing phones to connect to the hotel’s cloud phone system by converting the analog signals into digital data that can be sent over the internet.

This setup also opens the door to add useful VoIP features such as easier call routing, better voicemail options, and enhanced customer service, all without the need for a major overhaul of the hotel’s phone infrastructure.

Types of VoIP Gateways

There are a few different types of VoIP gateways that range from analog telephone adapters (ATAs) that support a single device and solutions designed to work for busy offices with hundreds of devices.

Single-port VoIP gateways are compact devices that connect one analog device, such as a fax machine or phone, to a VoIP network. These are ideal for small businesses or home offices with minimal communication needs, supporting a moderate number of concurrent calls, typically 10-30 depending on the device. They offer a cost-effective way to integrate analog equipment into a modern VoIP system without overhauling existing infrastructure.

For larger or busier environments, enterprise-grade VoIP gateways are designed to handle high call volumes and complex networks, such as in call centers or large offices. These devices are scalable and support both inbound and outbound communication, with advanced features like centralized control, CRM integration, and omnichannel support for voice, fax, and even video.

FXS (Foreign Exchange Station) gateways are used to connect multiple analog devices, such as phones and fax machines, to a VoIP network. They support multiple VoIP and fax codecs to ensure clear communication. and are a good option for businesses with multiple analog devices that need to transition to VoIP without replacing all hardware.

Fax-ATA (Analog Telephone Adapter) gateways are a specialized type of gateway designed for businesses that still rely on fax machines. These devices convert analog fax signals into digital data that can be transmitted over a VoIP network. Ideal for industries like healthcare or legal services, where faxing remains a key method of communication.

Session Border Controllers (SBCs) are used in conjunction with VoIP gateways to enhance security and ensure quality. SBCs monitor and manage traffic between networks, protecting against threats like fraud and VoIP Denial of Service (DoS) attacks, while also ensuring seamless communication between different VoIP systems. They are especially crucial in large-scale deployments or when connecting to external networks like the PSTN, ensuring smooth and secure VoIP operations.

Tips for using a VoIP gateway

1. Match VoIP codecs to business needs

VoIP codec selection directly affects both audio quality and bandwidth usage. Select one that fits your network’s capacity and the quality of calls you expect. G.729 offers low bandwidth usage while maintaining decent sound quality, ideal for networks with limited capacity. On the other hand, G.711 delivers high-quality sound but uses more bandwidth.

There’s not too much to think about here, but I wrote a whole post about choosing the right VoIP codec because it is important.

You can usually configure VoIP codecs in the settings of your VoIP gateway, PBX system, or individual IP phones. Depending on the system, you can set different codecs for different devices, users, or call types based on factors like bandwidth and call quality requirements.

2. Use a VoIP-friendly router

Not all routers are built to handle VoIP traffic effectively. Make sure your router supports Quality of Service (QoS) to prioritize voice traffic over data and other applications. VoIP routers handle voice data more efficiently and provide better stability for high-quality calls.

If your current router doesn’t support these features, consider upgrading to one designed specifically for VoIP use. It will be simpler to set up, perform better, and in the event something goes wrong, a good router will probably make finding and fixing common VoIP issues a lot easier.

3. Ensure reliable internet connectivity

A fast, stable internet connection is essential for VoIP. Run a free VoIP speed test if you are unsure about whether or not your connection can support all the new lines your gateway will enable.

Once it’s up, you will need to implement QOS settings to prioritize voice traffic and avoid disruptions from other high-bandwidth activities like video streaming or large downloads, especially during peak hours. Consider running VoIP on a VLAN as another way to separate voice traffic from the rest of the network. These are two important ways to optimize your VoIP network that ensure that real-time communications like VoIP get the steady connection they need.

4. Secure your gateway against threats

Both traditional and cloud phone systems are targeted by cybercriminals every day. There are always new forms of VoIP fraud, and these attacks that cost businesses millions of dollars every year. You should make yourself as unattractive a target for hackers as possible by following basic network security best practices, such as:

  • Change default passwords and usernames: Always change default login credentials on your VoIP gateway and devices to unique, strong passwords to avoid common security risks.
  • Update and patch regularly: Ensure that your VoIP gateway and connected devices are running the latest firmware and software updates to protect against security vulnerabilities.
  • Limit access to the VoIP gateway: Restrict access to the VoIP gateway’s administrative interface by allowing only trusted IP addresses or through a secure VPN to prevent unauthorized remote access.
  • Monitor for fraudulent calls: Set up alert systems to detect unusual call patterns, such as international calls or long-duration calls, which may indicate potential VoIP fraud.

5. Be proactive about network monitoring

Use network monitoring tools to track key metrics like latency, bandwidth usage, and packet loss. Persistent high latency or packet loss could signal hardware malfunctions, improper codec settings, or interference from other network traffic.

Watch for warning signs like frequent dropped calls, audio delays (latency), or choppy sound caused by jitter. If you notice unexplained call disruptions or poor quality despite a strong internet connection, it may be time to inspect your VoIP gateway’s configuration, firmware, or even its physical condition.

6. Avoid using Wi-Fi for VoIP

While wireless technology has done magnificent things for telephony, its instability and unpredictability pose challenges for VoIP calls. Wi-Fi technology increases the chances of network communication and VoIP quality issues like latency, network jitter, and packet loss.

These factors can significantly impact the clarity and reliability of voice calls, making Wi-Fi less ideal for VoIP gateways.

Encourage employees to use wired Ethernet connections whenever possible. Ethernet provides a stable and consistent connection, reducing the risk of call disruptions. Wired setups are especially beneficial in offices where high call quality is a priority, as they eliminate the variability associated with wireless networks.

When wired connections aren’t feasible, focus on optimizing wireless setups. Equip employees with high-quality Bluetooth VoIP headsets and ensure they have access to a strong, stable Wi-Fi signal.

Tools like Wi-Fi extenders or mesh networks can help minimize interference and improve call reliability, making wireless solutions a viable alternative in certain situations.

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Strategies for Cloud Contact Center Platform API Management

Cloud contact centers connect agents with customers across multiple channels, including voice, email, SMS, social media, live chat, and more. Cloud contact center platform API management plays a critical role in maintaining all of these channels.

Unlike traditional on-premises phone systems and hosted contact center solutions, cloud contact centers aren’t bound by physical locations or servers. Instead, all of your reps can access the software they need from anywhere via a computer, smartphone, or other VoIP-enabled device.

When implemented and managed correctly, APIs improve customer personalization, ensure agents have anytime access, boost agent productivity, and deliver real-time data for improved analytics.

Cloud contact center APIs ultimately unify communication channels with other business-critical tools. This allows you to provide better support through custom applications so you can future-proof your contact center at scale.

Overview of API management in cloud contact centers

APIs connect two or more applications, expanding the functionality of one or both of the systems. In many cases, an API passes data from one program to another or embeds functionality of one application into the other.

In terms of cloud contact centers, APIs extend communication methods into other pieces of software. For example, you can add calling capabilities within Microsoft Teams.

You can also use APIs to enable inbound and outbound texting, chat, and calling directly within your CRM. This integration gives agents the ability to communicate without switching back and forth between solutions. It also means agents can see caller information while they’re talking to them.

It can work the other way too — you can pull CRM data into your VoIP solution, allowing agents to see critical details about the caller before they answer.

APIs are commonly used to automate outbound text or email reminders for things like upcoming appointments, balances due, and order status updates via rules-based triggers and custom settings.

Another popular way cloud contact centers use APIs is to centralize social media communication. You integrate various platforms into a single solution so your agents can manage all inbound messages from Facebook, X, Instagram, WhatsApp, LinkedIn, and more without having to navigate to each platform.

With API access, modern contact centers can truly customize the way agents interact with customers and each other.

SEE: Learn how to use APIs, the different types of APIs, and all about API security

Strategies for the cloud contact center platform API management cycle

Cloud contact center APIs are not plug-and-play, one-click setups that you can configure once and move on. They require ongoing developer support and IT resources for deployment and regular maintenance.

Think about the resources you’d need to build and maintain any other type of software, like a mobile app or web application.

The same applies here because you’re essentially creating custom software that requires ongoing attention.

It’s particularly important for you because disruptions or outages will have immediate consequences to many people on your team, or even your customers. If agents are no longer able to receive calls in Salesforce, for example, everything will come to a grinding halt until it’s fixed.

The following cloud contact center platform API management strategies can help you avoid these problems and ensure everything runs as smoothly as possible.

Development

Before anything else, you’ll need to define the scope of your project and get a team of developers to help you accomplish your goals.

Large organizations setting up complex integrations may need multiple developers working on this together. It should be treated like any other software development project run by a project manager with sprint planning and other agile project management practices.

Your developers will likely need to use documentation provided by each piece of software you want to connect.

They typically provide developer guides that explain exactly what you can do with their APIs and how to do it. They may even provide sample code for your team to start with, plus resources for various programming languages (JavaScript, Java, Python, PHP, C#, Ruby, etc.).

The best vendors also provide a complete SDK (software development kit) that contains more than basic instructions. These include a full collection of tools, libraries, and documentation to simplify the development process. SDKs ultimately make it easier for your team to access and utilize the API for whatever specific functionality you’re looking for.

SEE: Check out the best API management tools to manage APIs at scale. 

Testing

Next, you need to ensure that the API works as intended. To do this, you’ll run various API calls to verify everything. You should also test more complex scenarios and situations in which the API should fail to validate that it works.

For example, you might have an agent answer a call from your CRM, send a text message, and set up an automated text reminder.

You can also test out more complicated workflows like real-time escalations to a manager, call transfers, handling duplicate contacts, screen pop, and more.

Beyond functionality, you’ll also need to test performance. At this stage, you should simulate high call volumes to ensure your setup can handle peak traffic. Many APIs have per-minute, per-hour, or simultaneous limits you have to comply with — this is often overlooked and can have frustrating consequences.

If something isn’t working properly or your team finds bugs, they should be fixed before you roll out the new solution to your entire team.

SEE: Learn about common API issues and how to fix them. 

Deployment

If everything’s good to go, you can roll it out. Depending on the complexity, this can take anywhere from a few minutes to several hours.

Even if you think it’s going to be a relatively quick deployment, I suggest doing this when most of your team won’t be using either piece of software. If you can’t avoid that, try to choose a timeline that’s historically low volume.

You can look back at historical data to determine specific days of the week and times you have the lowest usage. It’ll likely be in the middle of the night, on a weekend, or on a holiday.

Ideally, issues should have been resolved during the testing phase. But things don’t always go according to plan. Leave yourself plenty of wiggle room to identify and fix problems that arise before your team starts using it.

Monitoring

API monitoring should happen 24/7 whenever possible.

Developers and quality assurance agents can do this using third-party tools to gather data and analyze performance in real time. These are built to track different metrics, like API response time, error rate, availability, downtime, and more.

You can also set up automated alerts and ask your team or customers to let you know as soon as they spot something that isn’t working as intended.

Automatic alerts can help you stay ahead of potential problems before they start interfering with communication, so they should be your first line of defense.

Versioning

It’s important to track and manage changes to your cloud contact center APIs over time. There are several benefits of doing so, but the most common for contact centers is backward compatibility.

Cloud-based software can update at any time, and these updates can cause major problems with your APIs.

When updates happen, it’s important for your APIs to continue functioning as best as possible until you can resolve any unforeseen issues.

Versioning also helps your development team work on new features without affecting the version your agents and customers are actively using. It lets you test and make sure everything’s working without impacting anyone else.

Developers can release a beta or V1 so your team has something to work with while they focus on rolling out more features and putting together a more robust solution.

Check out our guide on versioning best practices to learn more.