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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.

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Employees per Company Size

Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+)

Any Company Size Any Company Size

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24/7 Customer Support, Call Management/Monitoring, Contact Center, and more

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.).

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Employees per Company Size

Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+)

Any Company Size Any Company Size

Features

24/7 Customer Support, Call Management/Monitoring, Contact Center, and more

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.

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Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+)

Any Company Size Any Company Size

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24/7 Customer Support, Call Management/Monitoring, Contact Center, and more

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.

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Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+)

Any Company Size Any Company Size

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24/7 Customer Support, Call Management/Monitoring, Contact Center, and more

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.

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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.

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Employees per Company Size

Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+)

Any Company Size Any Company Size

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24/7 Customer Support, Call Management/Monitoring, Contact Center, and more

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.

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When to Use Cloud Network Security (And When to Avoid It)

From data storage to business applications and beyond, companies of all sizes rely on the cloud for day-to-day operations and critical business processes. Protecting cloud-based infrastructures with robust security standards is crucial for modern organizations.

Cloud network security is a popular approach. But is it right for your business? Read on to find out.

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Company Size

Employees per Company Size

Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+)

Any Company Size Any Company Size

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24/7 Customer Support, Call Management/Monitoring, Contact Center, and more

What is cloud network security?

Cloud network security is a broad term that covers all security measures a company uses to protect its private cloud network, public cloud network, or hybrid cloud network. It includes everything from the technology used to internal policies, processes, and controls.

It helps businesses defend against data breaches, cyber attacks, unauthorized access, service interruptions, and other threats to their infrastructure.

Network security (regardless of how it’s implemented) is just one of the many security layers that businesses use to protect themselves from vulnerabilities. But it’s arguably the most important, as your network is often the first line of defense against attacks.

Deploying cloud network security the right way can be the foundation of your company’s entire approach to IT security.

SEE: How your business can benefit from a network security policy.

How does cloud network security work?

Cloud network security uses multiple defense layers between infrastructure components and devices on your network.

First, software helps set security policies and pre-defined rules for the network. From there, the software inspects all of the data packets and traffic on the network to enforce those policies.

For example, approved users can be granted access to digital assets through an application on the cloud network while unauthorized users are blocked.

It can also integrate with other security protocols, such as gateways and firewalls, to provide organization-wide control over the network. With APIs and other integrations, IT security admins can use cloud network security processes to monitor networks in real time, segment networks, and detect threats based on network patterns.

Many modern cloud security systems depend on AI and machine learning to help detect and block threats, which is something that might not always work with a rules-based security system.

SEE: Check out the best threat protection solutions. 

Pros and cons of cloud network security

Like any IT security framework or methodology, cloud security has its pros and cons. For most, the positives outweigh the negative.

Benefits and advantages

  • Centralized management — Cloud network security gives IT admins a single place to configure and monitor security policies, including the ability to integrate with on-premises solutions.
  • Automated security monitoring — Once configured, cloud security systems automatically protect against threats without straining IT resources.
  • Data protection — Deploying a cloud network security system helps protect data stored in cloud servers and applications on your network (both in transit and at rest).
  • Compliance — You can set up your network security systems to comply with regulatory standards, like GDPR, PCI DSS, HIPAA, and more.
  • Data encryption — While encrypted data doesn’t prevent breaches or attacks, most cloud network security companies include encryption, which makes it more challenging for bad actors to access data if they breach your network.
  • Real-time threat detection and prevention — When working properly, cloud network security systems automatically detect and block threats to your network as they happen.
  • Scalability — Robust cloud security allows organizations to confidently scale processes and applications using cloud resources, knowing that they’ll have reliable access.
  • Policy-based enforcement — System admins have a more granular level of control based on custom policies that scale with your organization.
  • Reduce risk of breaches and attacks — A cloud network security solution can drastically reduce security vulnerabilities while preventing hacks, malware, ransomware, and other malicious incidents.

Potential drawbacks and challenges to consider

  • Misconfigurations — It can easily be misconfigured and it’s prone to human error.
  • Speed of change — As cloud resources change alongside access controls of different employees, malicious users can exploit vulnerabilities before your policies are updated.
  • DDoS attacks — Advanced DDoS attacks, which can overwhelm servers and disrupt cloud-based services, could prevent authorized users from accessing your system.
  • Accuracy — At times, cloud systems can yield false positives. This can be dangerous if policies are changed due as a result, opening the door for real threats to slip through the cracks.
  • Cost — Advanced cloud systems are expensive to deploy and maintain at scale, especially those using AI technology to monitor network traffic and detect threats in real time.
  • Insider threats — Someone with privileged access could unknowingly (or intentionally) attack systems from the inside.

When it makes sense to use cloud network security for your business

Any business that has heavily invested in cloud infrastructure is a good fit.

This is especially true if you have a lot of data or run numerous applications in the cloud.

It also makes sense for hybrid cloud environments. Because you have a combination of on-premises and cloud infrastructure, a cloud-based security system can help you centralize everything across your network.

Another common reason why businesses use it is to comply with industry-specific or location-specific compliance standards. You can set up your cloud network security policies to adhere to security protocols for GDPR in Europe, PCI compliance for payment acceptance, HIPAA compliance in the medical industry, and more.

If your organization has remote employees who access your network through an encrypted connection, you can also use cloud security to authenticate them and their devices.

When you should avoid cloud network security

Cloud network security is a necessity for most, but it’s not for everyone.

It may not be enough if you’re dealing with sensitive data that requires the strictest security standards. Organizations working on government contracts or handling confidential information may have to meet DoD standards, and not every cloud security system stacks up to those conditions.

Cloud network security solutions may also not be a good fit if you’re using older, legacy systems that can’t easily migrate to the cloud. In this case, you’ll likely need to use an on-premise security solution instead.

Aside from those two scenarios, it’s tough to deploy a cloud network security solution if you have limited IT security resources or your team isn’t familiar with these systems.

They require a lot of fine-tuned configuration. If you don’t have the resources, you can outsource to a third party (which can get very expensive).

Network security best practices

There are a set of standards that are generally considered best practices. Adhering to them is not only great for deploying a robust cloud network, but it can also help you overcome some of the common challenges and drawbacks we covered earlier.

Some of those best practices include:

  • Zero trust network access — The zero trust model requires authentication of every user, application, and device before accessing the network.
  • Micro-segmentation within your network — Limiting communication between applications and services within a network can help contain or isolate attacks.
  • Identity and access management (IAM) solutions — IAM systems can block unauthorized access at the user level, ensuring that even authorized users only have access to the areas they need to do their jobs.
  • Misconfiguration monitoring — Use cloud security posture management (CSPM) tools to identify misconfigurations that could be the result of human error and ensure your configurations are properly set up for specific regulatory compliance standards.
  • Continuous monitoring tools — Rather than periodically checking for attacks, you can use continuous monitoring tools to identify threats in real time.
  • Regular penetration tests — Your IT team should regularly perform penetration tests on your network to identify vulnerabilities and weaknesses. From there, they should work to fix them as fast as possible.
  • Training — Make sure your team understands the risks associated with breaches and cyberattacks so they know exactly what to do in these scenarios.

Ultimately, cloud network security is an ongoing initiative.

It’s not something you can implement once and move on. There are always going to be changes to your network and systems that need to be addressed plus new threats that your team should understand how to handle.

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Understanding OLED TVs: Screen Burn and Longevity

Introduction to OLED Technology

OLED, or Organic Light Emitting Diode, represents a significant advancement in display technology, standing apart from traditional LED and LCD screens. The fundamental difference lies in the way images are produced; while LED and LCD panels require a backlight to illuminate the screen, OLED panels emit light individually from each pixel. This means that when an OLED pixel is turned off, it produces true black, resulting in exceptional contrast ratios that enhance the viewing experience. Such technology allows OLED displays to achieve superior color vibrancy and greater detail in dark scenes.

One of the noteworthy benefits of OLED technology is its ability to render a wider color spectrum. This is made possible through a combination of organic compounds that emit light when an electric current passes through them. This not only enriches the colors displayed but also allows for more accurate color representation. As a result, viewers can expect lifelike visuals that are particularly captivating for movies, video games, and other media that utilize high dynamic range (HDR) content.

The growing popularity of OLED TVs among consumers can be attributed to these distinctive features. With their slim designs and minimal bezels, OLED displays offer a modern aesthetic that enhances any living space. Additionally, the technology supports high refresh rates, making them ideal for watching fast-paced action sequences without any motion blur. Beyond aesthetics and performance, the overall viewer experience is considerably elevated, with many finding OLED screens to deliver a more immersive experience than their LED and LCD counterparts.

As OLED technology continues to evolve, it is essential to consider both its advantages and potential drawbacks, such as screen burn, for a comprehensive understanding of its longevity and performance in modern households.

What is Screen Burn and How Does it Occur on OLED TVs?

Screen burn, also known as burn-in, is a phenomenon that specifically affects OLED (Organic Light Emitting Diode) televisions. This issue arises when static images persist on the screen for extended periods, leading to a permanent ghost-like imprint of those images, thus reducing the overall display quality. Unlike traditional LCD displays, which utilize a backlight to illuminate pixels, OLED technology operates by individually lighting each pixel. This characteristic enhances contrast and color accuracy but also makes OLED screens more susceptible to burn-in.

Burn-in occurs when certain pixels are used more frequently than others, resulting in uneven wear. For example, if a television consistently displays network logos, news tickers, or video game HUDs (heads-up displays), the pixels responsible for those images may age more quickly than their surrounding counterparts. Over time, this uneven aging can cause a residual shadow of the static image to be visible during regular viewing, particularly on bright or contrasting backgrounds.

Common misconceptions surrounding screen burn include the belief that it affects all displays equally or that it occurs instantly. In reality, OLED burn-in is a gradual process and is more prominent under specific conditions, such as prolonged viewing of static content at high brightness settings. The chance of experiencing burn-in is significantly reduced by implementing varied viewing habits and utilizing features such as screen savers or pixel shifting. Consumer education on this matter is essential, as many users inadvertently subject their televisions to conditions that heighten the risk of burn-in without realizing it. Understanding the mechanisms of screen burn can help consumers maintain their OLED televisions effectively while enjoying their enhanced viewing experience.

How to Prevent Screen Burn on Your OLED TV

To maximize the longevity of your OLED TV and minimize the risk of screen burn, implementing effective prevention strategies is crucial. One of the first steps is to adjust the brightness and contrast settings of your television. High brightness levels can accelerate the wear of organic materials in the OLED panel, leading to burn-in over time. Therefore, lowering the brightness to a moderate level can significantly reduce the chances of permanent image retention. It’s advisable to use the TV’s built-in calibration tools, as these can ensure your display is configured for optimal performance.

Another effective strategy is to use screen savers or features that automatically adjust the content displayed during extended periods of inactivity. Screen savers can help prevent static images from remaining on the screen for long durations, which is a common cause of burn-in. Many OLED TVs come equipped with such features, which can be utilized to promote a varied display experience. Enabling these functions allows for more dynamic content presentation, reducing the likelihood of any single image remaining static for too long.

Additionally, varying the type of content you watch is beneficial in preventing screen burn. Consistent viewing of channels with logos or interfaces that remain unchanged can lead to retention issues. Therefore, consider alternating between different types of programming, such as movies, sports, and video games, to encourage an even usage of your screen. This not only extends the life of the display but also enhances your overall viewing experience.

Finally, it is essential to utilize the built-in features specifically designed to combat the risk of burn-in. Many OLED TVs include pixel-shifting and screen-refresh functions that can automatically minimize the impact of static images. Familiarizing yourself with these features and integrating them into your viewing habits is key to maintaining your TV’s performance. Employing these strategies will empower you to enjoy your OLED TV for years to come while mitigating potential burn-in concerns.

The Lifespan of OLED TVs: How Long Can You Expect Your TV to Last?

OLED (Organic Light Emitting Diode) technology has gained significant acclaim for its superior picture quality and vibrant colors. However, potential buyers often wonder about the longevity of OLED TVs compared to other display technologies such as LCD and QLED. Generally, the lifespan of an OLED panel can range between 5 to 10 years, depending on a variety of factors.

One primary influencer of OLED TV longevity is usage patterns. For instance, excessive brightness settings and static images can accelerate wear on the organic compounds within the display, leading to potential screen burn or performance degradation. Regular viewing habits, such as gaming or binge-watching shows, can significantly impact how long your OLED TV lasts. It’s advisable to use varied content and appropriate brightness settings to mitigate wear and prolong the panel’s life.

Furthermore, advancements in OLED technology are also contributing to improved longevity. Newer generations come equipped with features aimed at reducing the risk of screen burn and enhancing overall durability. Manufacturers are constantly innovating to extend the life span of their products, which potentially translates to longer-lasting televisions for consumers. This can provide buyers with greater confidence in their investment.

Warranty considerations are another critical aspect. Many manufacturers offer warranties ranging from one to three years, covering defects and performance issues that may arise in that period. Understanding these warranties can help in assessing the potential lifespan of an OLED TV. Additionally, aftercare maintenance plays a significant role; ensuring proper ventilation, avoiding extreme temperature exposure, and regular cleaning can prolong the life of the television.

In conclusion, while the average lifespan of an OLED TV may present challenges due to usage and technology, with informed usage and care, owners can enjoy a high-quality viewing experience for many years. Ultimately, investing in an OLED television can be a rewarding choice for those who prioritize exceptional picture quality and aesthetic appeal.

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Choosing the Best TV Technology for Picture, Sound, and Software

Understanding TV Technologies

Television technology has evolved dramatically over the years, leading to various options available in the market today. Among the most prominent technologies are OLED, QLED, LED, and LCD, each offering unique characteristics that significantly influence picture quality and overall viewing experience.

Starting with OLED (Organic Light Emitting Diodes), this technology is renowned for its exceptional picture quality. OLED panels do not require a backlight, as each pixel emits its own light. This characteristic enables true black levels, providing high contrast and extraordinary color accuracy. The ability to achieve deeper blacks enhances the overall depth and realism of images, making OLED a preferred choice for cinephiles and those seeking an immersive viewing experience.

QLED (Quantum Dot Light Emitting Diode), on the other hand, utilizes quantum dots and a traditional LED backlight to enhance brightness and color volume. QLED displays excel in producing vibrant colors and high brightness levels, making them particularly effective in brightly lit environments. These TVs typically deliver a better overall performance in terms of color vibrancy and are less prone to screen burn-in compared to OLEDs, making them a solid option for varied viewing conditions.

LED (Light Emitting Diode) televisions, while often confused with OLED, actually depend on a backlighting system that can influence picture quality less precisely than OLED. Though LED TVs have improved in recent years with advancements in local dimming and enhanced color technology, they generally cannot match the black levels or contrast ratios of OLED technology.

Lastly, LCD (Liquid Crystal Display) can be seen as the predecessor to both LED and OLED technologies. While LCD TVs offer decent picture quality and affordability, they often lag behind in contrast and color accuracy compared to their newer counterparts. Each of these technologies has its strengths and weaknesses, and the choice between them ultimately depends on the viewer’s preferences and specific viewing conditions.

Picture Quality: What to Look For

When selecting a television, picture quality is paramount and encompasses several key factors that collectively provide an immersive viewing experience. One of the primary elements to consider is resolution. Currently, 4K resolution is the standard, offering four times the pixel density of Full HD, resulting in sharper images and more detail. However, 8K resolution is rapidly gaining traction for those who seek the utmost in clarity, especially on larger displays. The availability of 8K content may be limited currently, but as streaming services and broadcasters evolve, this might change.

Another critical aspect impacting picture quality is color gamut. A wider color gamut allows televisions to reproduce more authentic colors, enhancing the overall viewing experience. Technologies such as OLED usually demonstrate superior color accuracy thanks to their ability to produce deeper blacks and brighter colors. Furthermore, High Dynamic Range (HDR) plays a vital role in enrichening contrast and brightness levels, showcasing both bright highlights and dark shadows simultaneously, which significantly contributes to the realism of the picture.

Refresh rates are also an essential factor, particularly for action-packed content such as sports and video games. Higher refresh rates, typically 120Hz or more, provide smoother motion, reducing motion blur effectively. Many recent models include features that can interpolate frames to enhance motion clarity, making them more suitable for fast-paced viewing.

Lastly, comparing different television technologies is crucial. OLED technology, for example, excels in contrast and color accuracy, while QLED provides impressive brightness and color volume. Understanding the strengths and weaknesses of each technology can significantly help consumers choose the best TV for their preferences, ultimately leading to an enhanced viewing experience tailored to their unique needs.

Sound Quality: Enhancing Your Viewing Experience

Sound quality is a critical aspect of the overall viewing experience, significantly influencing how audiences engage with their favorite content. With the evolution of television technology, manufacturers have integrated various audio solutions that aim to enhance sound output and create a more immersive atmosphere. Many modern televisions come equipped with built-in speakers that deliver decent audio performance; however, limitations in size often hinder their ability to produce rich soundscapes.

To address this shortcoming, soundbars have become increasingly popular among consumers. These sleek devices consolidate multiple speaker elements within a single unit, providing a wider soundstage and improved bass response compared to standard TV speakers. Furthermore, many soundbars support advanced audio formats like Dolby Atmos, enabling listeners to experience a three-dimensional sound field that envelopes them in the action on-screen. Selecting a soundbar or home theatre system that supports these features is paramount for maximizing the audio experience.

In addition to soundbars, the integration of surround sound formats elevates the auditory aspect of viewership. TVs equipped with these technologies allow for multiple sound channels, enriching the dynamics of movies, shows, and gaming. Prospective buyers should consider models that offer compatibility with external speakers or wireless audio systems to create a more comprehensive setup tailored to individual preferences.

When choosing a television, consider the sound quality alongside visual elements. Evaluate how the integrated audio technologies function in conjunction with your viewing habits. Whether you prefer built-in speakers, soundbars, or a full surround sound system, understanding your audio needs will greatly enhance your overall experience. Ultimately, investing time in audio research will lead to a more satisfying cinematic environment at home.

Smart Features and Software: The User Experience

The software capabilities of modern televisions have become a major factor influencing consumer choices, as they significantly enhance user experience and functionality. Various operating systems, notably Android TV, Tizen, and webOS, provide unique interfaces that cater to different preferences and needs. Each of these platforms offers a distinctive user experience, with varying degrees of intuitiveness, aesthetics, and ease of navigation. Users might favor Android TV for its vast selection of applications and integration with Google services, while Tizen is often praised for its sleek design and efficient performance on Samsung devices. Meanwhile, webOS typically excels in providing quick access to frequently used apps through its launcher feature.

In terms of available applications, many smart TVs deliver compatibility with popular streaming services such as Netflix, Hulu, and Amazon Prime Video. The array of apps offered can greatly affect viewer satisfaction, as users increasingly seek the ability to stream content across multiple platforms. Additionally, regular software updates are crucial for maintaining security and improving user experience. Televisions that receive timely updates not only ensure a smooth performance but also extend their longevity through enhanced features and optimized applications.

Moreover, smart home integration plays a fundamental role in modern television use. Many smart TVs now offer compatibility with virtual assistants like Alexa or Google Assistant, allowing users to control their viewing experience through voice commands. This feature enhances convenience, making it easier for users to search for content or manage settings without needing a remote. It is evident that the software capabilities of a smart TV significantly influence usability and overall satisfaction, prompting potential buyers to consider these aspects seriously when making their investment. Understanding these factors will ensure a well-informed choice in selecting the best option to meet consumer needs.