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The Big Switch Off Is Happening. Are You Ready?

What Exactly Is The Big Switch Off?

The Big Switch Off refers to the growing phase-out of BT’s Public Switched Telephone Network (PSTN) and Integrated Services Digital Network (ISDN). Businesses and homeowners will no longer be able to acquire PSTN and ISDN connections after September 2023, followed by the old technology being completely phased out and switched off by December 2025.

This change will affect many people and businesses, as BT is moving their customers to a fully digital network from the old analogue public switched telephone network, and by the end of 2025, every phone line in the UK will be digital.

When Is This Happening?

Back in 2017, BT announced their intentions that in 2025, both its PSTN and ISDN networks would be switched off in favour of VoIP services. This will be the biggest change in the telecommunications industry in the last 30 years.In fact, these changes have already begun with the phase-out of ISDN. However, one of the biggest changes will take effect in September 2023, when BT will stop accepting requests for new PSTN, ISN30 and ISDN 2 services.

Why Is This Happening?

You may be wondering why BT is shutting down this established network? Existing PSTN and ISDN networks use the same copper cable technology as original 1800’s phone lines, so as you may have guessed, they are not cut out for modern telecommunications. IP technology is the future of phone communications and with the decrease in legacy systems, there is a required shift to this new technology.

Voice over Internet Protocol (VoIP), commonly known as IP telephony, is a method and set of technologies for delivering voice communications and multimedia sessions over IP-based networks. VoIP is dependable, future proof, and reliable, and is a step in the right direction for an ever evolving technology.

VoIP has many benefits for your company:

• VoIP has a reduced cost of ownership when compared to legacy PSTN or ISDN networks.
• You are not limited to your desk, meaning you are free to be mobile.
• With VoIP you are able to create virtual numbers which will lead to growth in your company.

SIP (which is the Session Initiation Protocol) is the most widely used signalling protocol within VoIP networks; it defines the messages exchanged between endpoints. Voice calls, video conferencing, instant messaging, and media delivery are all supported via SIP.

Things To Consider

So what should you consider before switching? There is a list of things that you need to contemplate before making the switch:

• Do you want to continue to use existing legacy systems?
• How will connectivity to existing systems be maintained?
• Will you port over existing numbers?
• How will you leverage the flexibility and enhanced features provided by newer IP-based systems?

If you are planning to move, some equipment changes may be required, and if you replace your systems, you need to start planning your migration to these systems now.

Gateways can help prevent your company from reaching a limit in terms of how far it can go without the use of modern technologies. New functionality is made feasible by linking legacy PBX systems to SIP-based networks. SIP has many new features that will benefit your business, such as having local numbers at remote offices, having flexible channel capacity, acquiring a customisable caller ID, and having remote worker support.

A gateway can assist with a smooth migration in a number of ways:

• It can be used prior to the PSTN switch off, which will enable the migration to a new IP-based architecture.
• It also can be used after the PSTN switch off, enabling the continued use of existing legacy equipment.

With Aculab, companies can use the ApplianX IP gateway to upgrade their networks in stages, meaning that these businesses will have more control.

In summary, by progressing with Aculab you are able to still use your existing infrastructure while saving resources and making the switch from PSTN and ISDN to IP technology a little easier.

What Can You Do?

Ofcom reports that over two million businesses are still using ISDN connections. However, with Aculab you won’t need to replace these systems you already have.

Aculab provides the market leading ApplianX IP Gateway, which facilitates VoIP and TDM migration, extends user access to applications, and builds upon existing enterprise infrastructure. It uniquely and fully supports all supplementary services between SIP, DPNSS, and QSIG. ApplianX IP is the solution to help get your organisation ready for the next generation of telephony networking, with no need to dispose of your old equipment.

Aculab also provides a gateway specifically designed for SS7 to SIP interworking, the GIII. And if you’re worried that your system won’t be compatible with the Aculab gateways, there’s no need, ApplianX and GIII are designed to support a vast variety of installations and configurations.

Gateways have an important role to play in assisting in the migration from TDM solutions to IP based networks by connecting them with ease.

3 Ways Cloud Voice & Messaging Save a Business Time

When we think of business voice call technology, we often imagine traditional phone calls, placed by a person with hundreds of calls on their list. Advancements in voice technology, particularly driven by the cloud, have changed the way we approach such situations.

The modern working day is incredibly time constrained for most employees. This puts limits on a business’s peak operating efficiency, and necessitates a move to automate menial tasks so that workers can get on with other, more interesting parts of the job.

Here are 3 ways voice & messaging on the cloud can save your business time

When we think of business voice call technology, we often imagine traditional phone calls, placed by a person with hundreds of calls on their list. Advancements in voice technology, particularly driven by the cloud, have changed the way we approach such situations.

Automated dialling

Cloud voice solutions can offer automated dialling with configurable calls per second for situations where you need to spread messages fast. This, optionally together with automating some of the conversation once the call is answered, means that fewer agents are needed per call - so a greater number of calls can be made.

Access via non traditional phone lines

Studies have shown that almost 90% of people in America don’t answer phone calls any more. For younger generations especially, traditional phone calls are on the decline. With a cloud based voice solution, you can integrate web based voice calling capabilities into your apps and websites, making it much faster for you to handle voice calls from all age demographics.

Integrated Answering Machine Detection (AMD)

Modern AMD systems allow for a rapid classification of calls between humans and answering machines. This system means that agents can avoid answering machines and talk to real people almost every time they are connected, nearly eliminating the time wasted introducing themselves to what turn out to be machines.

How about messaging?

Messaging systems such as SMS, MMS and internet chatbots are commonplace in the modern world, and utilising these technologies effectively can increase efficiency for a business substantially. Here are some examples:

• Automated chatbots
  One way to speed up customer service is to automate solutions to the most common problems. If many customers need to update their details for example, they can text customer service and ask a chatbot to update their records, with no need to involve an agent at all, saving their time for more complex issues.
• Appointment Reminders
  If you’ve got important meetings or consultations to schedule, sending message reminders beforehand can both refresh the memory of participants and offer them the opportunity to cancel easily if they can’t make it. This saves valuable time waiting for people to show up who won’t be there, therefore improving efficiency.
• Embeddable Media
  Do you need customers to fill out forms or watch short instructional videos as part of your service? Cloud MMS offers the ability to embed such forms and videos into your message, with no need to send a separate email. The process can be automated too, so as to save even more time.

Why Choose Aculab Cloud for Voice & Messaging?

Aculab Cloud, our communications platform as a service (CPaaS) makes all of the above possible. High level APIs for easy integration into your existing services makes deployment a breeze, and our highly experienced professional services team can custom build a solution for you; with no coding experience required. To get started, talk to an expert now.

5 Reasons to Use ApplianX in Your Migration Strategy

Gateways have an important role to play in assisting in the migration from TDM solutions to IP based networks, by connecting them together with ease. Here are five reasons why you should consider using gateways as part of your migration plan.

The humble telecoms gateway. While all the talk is about the shiny and new in the world of IP-based telecommunication and cloud services, physical TDM gateways still have their part to play in large enterprises - who simply can’t, or don’t want to, dive head first into using these new services.

Gateways have an important role to play in assisting in the migration from TDM solutions to IP based networks, by connecting them together with ease. Here are five reasons why you should consider using gateways as part of your migration plan.

Why migrate in the first place?

BT will shut down the UK PSTN network in 2025.
Estonia & The Netherlands already have.

PSTN telephony systems have been around for decades. In fact, the first experimental TDM systems were originally tested back in the 50s. While such a long service life is admirable, it’s time to start moving over to IP based networks.

Reason 1: PSTN Shutdown

With the sunset of PSTN on the horizon, you may be wondering if it is possible to continue using your older hardware. The answer is yes. TDM to SIP gateways extend the life of your hardware by providing a way to convert old protocols into new.

Reason 2: You want new features

If you’re still running a legacy PBX system, it’s likely that you’ve run into a wall with how far you can take it without using some new technology. Gateways can help here. By connecting legacy PBX systems with SIP based networks, new features become possible, including:

• Local numbers at remote offices
• Remote-worker support
• Flexible channel capacity
• Customisable Caller-ID.

Reason 3: Ease of Use & Feature Interoperability

With how busy the modern workplace is, having to learn a complex management system for your gateway products costs time and reduces productivity. Modern gateway systems such as ApplianX include a web based interface for easy management and is designed to be ‘plug and play’.

ApplianX was built from the ground up to support as many migration scenarios as possible, with interworking between a variety of protocols. It supports just about any PBX with the protocol support including:

• QSIG
• DPNSS
• A variety of PRI / ISDN types.

Reason 4: When Rip-and-Replace is Infeasible

A key barrier to migration of SIP has been the infeasibility of outright replacement, This is a particular issue for critical infrastructure providers, such as:

• Banks
• Railway Networks
• Government Institutions.

These organisations aim to minimise downtime, and test multiple scenarios before committing to large scale migration. Gateways help facilitate a multi-stage migration process, so that you have control over the process. Moreover, gateways allow you to keep your existing equipment in service for longer by providing a bridge between otherwise incompatible systems.

Reason 5: You Want More Control Over Your Options

A large part of why businesses are choosing to move away from TDM is to avoid vendor lock-in. Migrating to SIP solutions means being able to use standardised hardware, and less reliance on vendor support for legacy TDM systems. Some vendors have dropped support for their TDM solutions, meaning procuring parts and service is next to impossible.

An additional perk provided by gateways is the choice over when and where upgrades to your network are performed. If you decide to invest in entirely new hardware, gateways provide a relatively inexpensive means to spread the cost of these large investments, by doing it in stages.

Ready To Migrate?

Aculab provides the tried-and-tested ApplianX-IP solution to help get your organisation ready for the next generation of telephony networking. Why toss away expensive equipment when you don’t have to? And, if you need SS7 support - we have you covered with GIII, a gateway specifically designed for SS7 to SIP interworking.

Worried your system won’t be compatible with Aculab gateways? Don’t be. ApplianX IP gateways and GIII are designed to support a wide variety of installations and configurations.

ApplianX-IP Enterprise Gateway:

• PRI/ISDN types; Q.931 ISDN variants, DASS 2, T1 robbed-bit; E1 CAS; R1; R2; AT&T and NI2
• Enhanced supplementary service support on QSIG & DPNSS Protocols
• Dual redundant SIP traffic interfaces
• G.711 & G.729AB Protocol Support.

Interested in using Aculab gateways and seeing how they can help you migrate?

Book a time that suits you to start building your solution with an Aculab expert today.

4 Uses of CPaaS to improve Healthcare services

The healthcare industry is a constantly shifting marketplace, with new technologies evolving on a regular basis. However these changes tend to be behind the scenes; until the COVID-19 pandemic very little had changed in terms of how doctors and medical staff interact with patients. Now healthcare providers are playing catch up to create pandemic and futureproof communication models. For many, a CPaaS solution is their salvation.

What is CPaaS?

CPaaS (Communications Platform as a service) is a cloud based communication solution, allowing companies to add various features to their communication platform, without having to host these services on-premise. High-end CPaaS providers offer a variety of features to ensure your communications fit your business's needs. For example, industry-leader Aculab offers features on their CPaaS solution, Aculab Cloud, which include:

• Answering Machine Detection
  

  Industry-leading, AI-driven, Answering Machine Detection (AMD) with 99.8% accuracy. Ensuring the right message reaches the right person, every time.

• Combine with cutting edge Voice Biometrics technology
  

  Top-end CPaaS providers are now offering the addition of various new APIs, including Voice Biometrics to authenticate customers, over the phone, quickly and securely.

• Unparalleled Data Security, around the world
  

  Data security is of paramount importance. Combine HIPAA secure communications with local data sovereignty, meaning your data does not get moved around, unless you require it.

CPaaS is a highly flexible solution that enables your patients to receive not only exceptional medical care but also an unbeatable customer experience. There are many applications of a cloud-based communication solution, including:

1. Automated Reminders
   

   Life gets busy. It's no wonder that no-shows cost the US healthcare industry an astronomical $150 billion every year. There are a number of different solutions to this costly problem, what sets CPaaS apart from the rest?

   • A solution that works for every demographic
     

     Make your communications accessible to all. Voice reminders have better penetration than another means of communication, especially with people that are elderly or visually impaired.

   • Local Numbers in over 50 countries
     

     People are 4x as likely to answer a call from a local number. You can trust your message is getting to the patient; the patient trusts the information you provide.

   • 2 way messaging
     

     Build rapport with your patients, allowing them to feel heard and be there for them when they need help. Shift focus from responsive care to ongoing preventive care.

2. Appointment booking
   

   Administration in medicine is a very time consuming process, with the average doctor spending nearly 9 hours a week of their valuable time devoted to administrative tasks.

   Eliminate this unnecessary use of time by managing appointments through Interactive Voice Response (IVR) embedded with Voice Biometrics authentication. This enables patients to book their appointments, without the need for a receptionist’s time, securely and quickly. Less form filling, more solutions.

3. Video consultations
   

   A solution that had become a lot more popular throughout the pandemic, allowing face-to-face interactions whilst maintaining social distancing measures. Powered by WebRTC, allow patients to video and voice call consultants allowing for an in-depth assessment from the comfort of their own home.

4. Prescriptions and medication
   

   Ensure the highest levels of patient care throughout the treatment process. With CPaaS, automated SMS or voice messages can be sent multiple times a day, allowing healthcare professionals to send medication reminders, updates to prescriptions and much more.

Real world application

This isn’t just theoretical. CPaaS has had proven deployment across the healthcare industry. Aculab’s client eClinicalWorks, a leader in the US healthcare field, utilised Aculab Cloud (a customisable CPaaS solution) to overhaul their patient communication pathways.

How to add CPaaS to your solution

A major benefit of a cloud-based platform is the lack of need for on-premise hardware, meaning you can enhance your communications with very little downtime and little up-front capital investment.

So, what are you waiting for? Bring your communications solutions in line with your cutting-edge treatments today at https://cloud.aculab.com/login/enrol.

How To: Detect Live Speakers from Voicemail with 99% Accuracy

Have you been scratching your head recently over how to improve the efficiency of your contact centre while still complying with regulations? Aculab has been hard at work, developing a solution for this exact problem: AI-driven Answering Machine Detection (AI-AMD) allows contact centres around the world to save time and money with ease.

The problem with traditional AMD

Answering Machine Detection, or AMD - is a staple technology of the contact centre space. The premise is simple. Software will analyse the opening few seconds of a call to determine whether it was answered by a live speaker or their voicemail. While the technology seems simple enough, its performance has generally been less than stellar, often falling foul of regulations.

‘Silent calls’, where a live speaker picks up the phone but hears no response, can occur for a multitude of reasons. One is when the AMD fails to hear the initial ‘hello’ and thus continues to wait, silently, for it to occur. Another is when the AMD mis-detects a live speaker as voicemail, leading the contact centre system to wait, again silently, for the end of the outgoing message so it can leave one in response. A more accurate AMD which makes a reliable classification shortly after the initial greeting is required.

Ofcom effectively banned AMD back in 2008 because it was a major cause of silent calls.

The Ofcom (UK) requirements stipulated that silent calls are not acceptable in any form. This, along with similar issues in the US and other countries, has in turn spurred innovation in the AMD space - with modern approaches utilising machine learning technology to significantly increase accuracy. The very best of the latest generation AMD systems are accurate enough to comply with the 3% call abandonment rate guideline provided by Ofcom.

So, if you chose to ditch Answering Machine Detection, or to skew it heavily in favour of live speakers at the expense of agent efficiency (because of the 3% rate), now might be the time to reconsider. The world of technology moves fast - and well over a decade of innovation has taken place since 2008.

What is AI-AMD?

Aculab’s AI-AMD takes the traditional AMD system and enhances it with a trained neural network. This network, trained on tens of thousands of audio recordings, carefully examines outbound calls for speech or voicemail audio patterns, as well as using conventional cadence based analysis.

This approach can yield in excess of 99% accuracy.

The end result

So, what does Aculab AI-AMD do for the contact centre?

• Reduces the percentage of silent calls, improving customer relations and allowing compliance with regulations.
• Improves agent efficiency by reducing the percentage of voicemail services they’re connected with in error.
• Saves agents’ time and enhances their productivity.
• Allows the maximisation of bulk calling, while staying compliant with legislation.

What sets Aculab’s offering apart from the rest?

Aculab’s AI-AMD system has class leading accuracy. It can be hosted either on-premise or in Aculab Cloud, our versatile CPaaS solution. Our in-house development team also offers bespoke integration support and development assistance.

AI-AMD and Aculab Cloud provide powerful tools for creating your own custom contact centre solution, and facilitate easy integration with other Aculab products with high level APIs.

Interested in exploring AI-AMD? Sign up for a free Aculab Cloud developer account, contact an expert, or check out our video on AI-AMD today.

3 Ways to Reduce Carbon Emissions with Cloud Communications

As traditional communication solutions, which have a large energy footprint, fall short with sustainability, could cloud-based communications be the answer?

Environmental initiatives that still allow fulfilment of development goals have truly become the zeitgeist of our times. As traditional communication solutions, which are inefficient and have large energy demands, fall short with sustainability, we should ask the question, what can we do differently? Could cloud-based communications be the answer?

There are new solutions appearing every day, from carbon sequestration to space mirrors (yes, really), but what forms the base of all of these strategies, allowing for a truly global approach to the global problem of climate change?

A Connected World

Communications form the basis of the connected world in which we all now live, and therefore will be the bedrock of solutions that tackle climate change, allowing the sharing of ideas and data around the globe. But what can we do to ensure these communications themselves are sustainable?

The answer is CPaaS (Communications Platform as a Service). Also known as a cloud communication platform, it allows companies to host their communications off-premise, which not only minimises a company’s communications carbon footprint, but has a multitude of other benefits including scalability, data sovereignty and high-level integration. So, let's break down the environmental benefits of a CPaaS solution.

• Use 70-90% less power and ensure renewable sources
  Efficiency is the name of the game. Reducing carbon emissions does not necessarily mean reduced output. A huge portion of power usage in business is wasted; in large offices it is much harder to keep track of energy draining devices. Migrating to a cloud solution eliminates the need for many of these devices, especially large hardware such as servers and the physical space required to house them, drastically reducing energy consumption.

  You may be asking “surely by moving to a cloud solution you are just shifting the energy requirements to another party?” This is true to a degree, however large companies use their enormous scale to their advantage. Data is considerably more efficiently stored at a large scale, and this scale also allows for more investment in policies and procedures that focus on sustainability.

  

  Amazon Web Services (AWS), which hosts Aculab Cloud’s data, leads this drive. AWS is on track with their pledge to power its operation with 100% renewable electricity by 2025. Considerable investment has already been made, with the building of solar and wind farms across the world. These projects, in combination with others such as responsible water Stewardship (for cooling data centres), results in a huge decrease in carbon demand.

  "When we factor in the carbon intensity of consumed electricity and renewable energy purchases, which reduce associated carbon emissions, AWS performs the same task with an 88% lower carbon footprint."

  Source: 451 Research, 2019.

• Work from anywhere, no need to commute

Working from home has become commonplace throughout the pandemic, with CPaaS forming part of the vital framework for this. By moving your communications off-premise, far less staff are required to be physically present to run the systems, and management of the systems can be managed from everywhere. Looking past the pandemic, the ability to work from anywhere has huge implications for carbon emissions (not forgetting productivity), with one study finding that 98% of an employee’s carbon footprint comes from commuting alone.

• Say goodbye to hardware, for good
  Communication hardware is not only expensive and energy consuming to run, it often becomes rapidly obsolete as new technology becomes available. Transitioning to a cloud-based solution enables you to keep your communications state-of-the-art, without having to repeatedly update, and consequently throw out, resource-heavy hardware. This could lead to drastically reduced, if not eliminated, capital expenditure on future upgrades, as new features can simply be added to a pay-as-you-go plan. Benefiting both the environment, and your wallet.

Looking to the future

Environmentally-orientated policies and procedures are no longer just a means of appeasing climate activists, they are crucial for the future of everyone: companies and consumers alike.

Cloud-based communications solutions are truly the future, allowing the world to continue to become ever-more connected without sacrificing the environment in the process.

To start building your cloud-based CPaaS solution, visit:
https://www.aculab.com/cpaas/

The Battle Against Wildfires

Wildfires (or forest fires) are happening more and often every year. While it is true that wildfires are a natural process, the frequency and intensity that we are starting to see year-on-year across the globe is concerning. Continue reading to find out how Aculab provides mission-critical infrastructure for emergency networks, to tackle high-risk situations such as wildfires.

About the author
Sam Armitage is trained in Wildfire Suppression and Safety by BC Wildfire Service. Having completed the 2020 season carrying out wildfire patrol and preventative forest management in Southern British Columbia Canada, he is well versed in on-the-ground measures that can be taken to mitigate risks during fire season alongside the complex network of factors involved in fighting a forest fire.

Fuel that is stoking the blaze

Wildfires (or forest fires) are happening more and often every year. While it is true that wildfires are a natural process (the forest I worked in had an average fire cycle of around 500 years), the frequency and intensity that we are starting to see year-on-year across the globe is concerning.

Wildfires are trending. Six of the top 20 largest California wildfires fires occurred in 2020 according to CalFire’s list. So, what happened?

1. Santa Ana winds
   Named after the Santa Ana Canyon in Southern California, these hot, dry winds funnel down into S. California from high mountain deserts inland. These winds have two effects that greatly increase chance of dangerous wildfires:
   • Drying out vegetation - low humidity and high winds dry grasses and other flammable brush, creating the perfect fuel
   • Fanning the flames - High winds provide fires with plenty of oxygen, while driving them across terrain very quickly, up to 16-20 kph (9 to 12.5 mph) in open land.
2. 30/30
   The cardinal rule of wildfire prediction. Temperatures over 30℃ and humidity under 30% plus ignition is the recipe for a potentially large wildfire. With large areas of California seeing serious drought in the past few years, and climate change pushing temperatures ever higher; Smokey the Bear is in for a busy time.

Where there’s smoke, there are people

As mentioned, fires need a source of ignition. While this can be natural (lightning, lava), studies have shown human ignition is to blame for 84% of all wildfires in the United States, and 97% of all those that threaten homes. What are easy to implement rules to follow if you live in an area with a wildfire risk (or even if you may in the future)?

• Be aware of local fire bans and fire danger ratings
  You can check these on local government websites or at most entrances to Provincial (Canada) and National (USA) Parks.
• Never leave a campfire unattended
  No matter the weather, location or season - this always stands true.
• Be prepared
  If you live in a high risk area, have a plan in place and be aware of all channels of warning/news - regularly check your radio, TV, internet and telephone, and always keep your cell phone charged.
• Think
  The number one preventative measure that can be taken is to think through actions and potential consequences. Are you a smoker? Make sure that cigarette is completely put out and goes in a bag not on the floor. Driving through a high-risk area? Read advice to make sure your vehicle or anything on it doesn’t create a spark (all combustion engines can expel sparks from exhaust).

In places across the globe, carelessness, lack of knowledge, and sometimes downright stupidity, can have devastating consequences. Equally important, poor communications infrastructure can lead to serious damage and even loss of life. One heart-breaking example of this is the 2021 wildfire in the town of Lytton, British Columbia, Canada.

• Location: Lytton (250 residents), Southern British Columbia, Canada
• Fire size: 83,740.5 hectares
• Casualties/Damage: 2 deaths, 90% of buildings and infrastructure destroyed.

What went wrong

Like all wildfires, the Lytton Creek wildfire was a result of a combination of factors - extreme Heat Dome temperatures (49.6C), very dry conditions, and high winds - all leading to the ‘perfect’ conditions for a rapidly changing and intense wildfire.

"Within about 15 minutes the whole town was engulfed in flame," Mayor Polderman told the BBC.

Adding to the difficulties of response, Lytton Creek is a very rural area with large First Nations communities in the nearby area. Given the speed of the fire, the logistics behind notifying residents of evacuation notice over a large area with little cell (mobile) phone coverage was near impossible. Many residents, volunteer firefighters and RCMP knocked door-to-door to aid evacuation as the inferno bore down on the town.

However, due to the speed of the fire many residents had little to no warning, with the First Nations communities bearing the brunt of this outside of Lytton main town.

What we can learn

Fighting an out-of-control wildfire is as much a logistical feat as it is a physical one. Communication between different agencies is essential; from planning escape routes and medical aid, to co-ordinating suppression measures and disseminating evacuation notices.

This robust network requires complex communication channels between government and more local agencies, but what about communicating with residents quickly, en-masse?

"People basically just grabbed their pets, grabbed their keys and got into their car and fled."

Emergency broadcast messaging

Emergency broadcast messaging means placing many calls to landlines or mobile phones, and sending many SMS messages to mobile phones - all in short order.

• Scalable, and fast
  Of course, any network that is put into place is hopefully just a precautionary measure. However, if it is needed, it would have to be able to deal with large numbers of outgoing calls/messages as soon as is required. No delay.
• Not reliant on:
  
  • Smartphones
    If a resident has a mobile phone which has reliable service, voice calls and SMS messages will work even if the device is not a smartphone - there is no need to install an app. Although basic, voice and SMS are ubiquitous, and that really matters in situations like this.
  • Cell/mobile phone coverage
    It feels like nowadays everybody has a mobile phone. Despite North America being among the world’s most developed mobile markets, over 15% of the population have no access to a mobile device. This coupled with unreliable service in rural areas (which also happens to be where most wildfires occur), makes warning residents of immediate evacuation via mobile devices challenging at best.
• More than just notice
  

  Of course, for some residents it isn’t as simple as packing a bag and grabbing car keys (not that this in itself isn’t already extremely scary). Many require additional assistance to ensure their, and their family’s, safety. This could come in the form of physical aid in evacuating, transport to safety, or more. The most crucial element is emergency services knowing the full extent of information available, as quickly as possible.

  

Looking forward

Unfortunately the problem of wildfires will not just disappear. Past research forecasted that climate change might actually reduce the severity of fires by changing wind patterns, however new research has debunked this theory.

So what actions can be taken proactively (outside of physical measures such as controlled burns and proper land stewardship)? With communication as the cornerstone of any effective evacuation, it makes sense to start there.

Aculab provides mission-critical infrastructure for emergency networks, to tackle high-risk situations such as wildfires. The Aculab GIII high capacity gateway is the backbone of emergency networks around the globe, with next generation 911 support and NENA compliance built in.

To learn how Aculab’s products can be useful to emergency services, talk to an expert today, or read the Emergency Services Solutions case study.

Reminder: The world is reopening (again)

Appointment reminders provide a crucial service in the healthcare industry, find out how Aculab Cloud can help alleviate stress and take your communication to another level.

Appointment reminders are critical to many industries around the world, now more than ever. From the crucial services to the downright fun, in the new world emerging from lockdown, we all need a little certainty in our lives.

CPaaS (Communications Platform as a Service) has been somewhat of an unsung hero during the pandemic, working behind the scenes to aid with delivering our food, keeping in contact with our loved ones and broadcasting pivotal healthcare messaging. However, its use is far from over. As we all start to surface from our social hibernation, many industries that have clung on through the past year are now facing new problems that CPaaS can be an integral tool in helping to solve.

Reopening Anxiety

A recent survey undertaken by Anxiety UK showed while 37% of respondents are looking forward to returning to normal life, nearly an equal percentage (36%) are worried about post lockdown life. Of those who were feeling anxious about the lifting of restrictions, nearly half cited the pressures of socialising generally as their biggest concern.

Any type of life change is associated with stress and anxiety," said Marney White , a clinical psychologist at the Yale School of Public Health. "Even if the change is exciting.

As a large part of anxiety stems from the unknown, appointment reminders/ confirmations can be a huge help in combatting the worries of venturing out into public settings, especially high-risk environments such as health centres. With CPaaS, your patients could book a consultation in advance and receive multiple reminders in the days or even hours before the booking, with the ability to reply to the service to confirm their attendance.

Speaking from experience, this control over the situation is a great tool in helping to take the first steps in approaching anxiety-inducing situations.

Healthcare

We all know what our healthcare providers have done for us over the past year, and how different the world may have looked without them. From the ICU saving countless lives to a record breaking vaccination rollout, we can now start to, cautiously but optimistically, look towards the future.

As we do, we believe that our healthcare providers need a bit of respite care of their own. With CPaaS being a secure, HIPAA compliant platform, medical staff can utilise many of its features to take some pressure off where possible.

Automated appointment reminders are useful, but when combined with two-way communication become instrumental to an up-to-date healthcare solution. Allow patients to be in control of their appointments, reducing no-shows and boosting the patient experience.

In today’s world, it feels like everyone and their Grandmother has a mobile phone. However this isn’t the case in all areas of the globe. Surprisingly, 25% of Canadians do not use a mobile (cellular) device. This is due to many areas of the country being very remote with no cell service, a pattern shown in other countries with large areas of wilderness. In these instances, SMS appointment reminders are of little use. Thankfully Aculab has an alternative solution, enabling automated reminders to be sent via voice channels allowing residents to enjoy the tranquillity of the wilderness with the convenience of modern healthcare providers.

With the UK’s NHS facing a waitlist of 5.1 million people awaiting routine survey (the largest number since records began), these additional services are now more crucial than ever. Of course this issue is not just UK-specific, as many countries around the world are facing similar delays that CPaaS could aid in alleviating.

But wait, there’s more

Appointment reminders are just the tip of the iceberg of Aculab Cloud’s features. Other powerful, programmable APIs include:

• Answering Machine Detection- The ability to detect whether a human or their voicemail picked up the call, quicker and more accurately than the competition
• Interactive Voice Response (IVR)- Develop custom IVR systems to create a seamless call experience for your customers
• TTS/Speech Recognition- Automate your voice applications with Amazon Polly TTS and Google Speech Recognition
• Click to call- Convert web traffic into paying customers by building voice capability into your website
• Broadcast messaging- Send mass voice and SMS notifications to thousands of recipients, fast

Get in touch

As the pandemic continues to evolve in nature, more and more businesses are having to adapt alongside in order to stay relevant in the ever changing ecosystem. If you think CPaaS could be the missing link in your healthcare model, contact Aculab to find out more.

How to choose a CPaaS Solution

Identify your CPaaS needs in 3 simple steps using this simple guide, mistakes to avoid when choosing a CPaaS solution and why you need CPaaS for your business

As working remotely has become more common during the pandemic, it comes as no surprise that in the ever-evolving business landscape, more organisations are considering implementing cloud-based communications to support their staff and increase workplace efficiency. In this article, we will introduce CPaaS, as well as the necessary steps to select the right platform for you and your business.

What is CPaaS?

Firstly, CPaaS, short for Communications Platform as a Service, is a cloud-based technology that allows real-time communication applications such as voice, video, SMS, and fax to be integrated into your business solutions using a number of different APIs (Application Programming Interfaces). It is widely used today in a variety of business sectors due to the ease of implementation and deployment, as well as being easily customisable.

Do I need it?

Using a CPaaS platform for your business can be very beneficial, to say the least, especially if your business is centred on customer interactions. CPaaS is currently used heavily in retail for example, to help process orders, gather feedback, promote goods, or handle enquiries.

CPaaS is also used heavily in the finance sector. From placing secure WebRTC calls to sending reminders for payment collections, CPaaS is freeing up resources and streamlining customer interactions. Below are just a few of the many benefits it is renowned for:

CPaaS selection for your business

Step 1: Identify your needs

To find the right CPaaS solution, you need to identify your business needs and consider your daily activities as well as the marketing processes. Then, highlight important steps and types of customer interactions. By listing out communication lags and issues within your business that you want to solve, you can determine which CPaaS features will be helpful to you.

It is vital for your communications platform to be compliant with the relevant regulations, both international and region-specific such as ISO 27001 (security), GDPR (data protection) & HIPAA (healthcare). Ensure your provider meets the necessary regulations by asking for compliance documents.

Ask your potential provider about their support in case of an outage or service interruption. Most top market CPaaS providers like Aculab offer a range of technical support contracts with a variety of service levels to suit the needs of all customers, as well as optional extras like 24/7 support coverage in case of emergencies.

A CPaaS can help your business become more successful and boost engagement, but first you need to be clear about your business goals.

Step 2: Check CPaaS Features and Tools

APIs function as the backbone of any CPaaS solution. Two important factors to keep in mind when considering a provider are scalability and customisation. You may look at a set of APIs from a provider and think it’s perfect for your current needs, but what about when your business grows and you need to make changes? Whether it’s voice, video, WebRTC, or SMS, your potential provider needs to be able to cater for your current and future plans, as well as make custom changes, specific to your business needs.

CPaaS providers tend to charge on a “pay as you go” basis, meaning you only pay for what you use. The ability to add additional functionality and upgrades down the line, whether it’s new communication components, APIs, security, or additional support coverage, combined with the “pay-as-you-go” model, ensures your CPaaS can evolve alongside your business, and allows you to scale your communications platform to your needs.

When dealing with cloud services and sensitive customer data, high security is a must to ensure peace of mind for your business and end-users. CPaaS providers should deliver high levels of security, for example encryption of media files at rest, crisp explanations of the locations where your data is being stored, and compliance to standards such as ISO 27001. Some also offer additional user authentication, such as voice biometrics - for example, Aculab’s VoiSentry.

If you’re placing outbound calls, for example to remind patients of medical appointments, issue test results, or notify utility customers of up-coming outages, ensure the CPaaS provider has highly accurate Answering Machine Detection (AMD). A good example of this is Aculab’s AI AMD which, with over 99% accuracy, has around one fifth the error rate of the industry norm.

If you’re considering using the CPaaS for voice calls, look at its support for Text-To-Speech and Speech Recognition, along with how easy it would be to integrate a dialog engine such as Google Dialogflow. The powerful and flexible dialogs we’re used to having with devices in the home, such as our smartphones or Amazon Alexa, are fast coming to voice calls - your CPaaS needs to support them.

For your business to use CPaaS for voice calls and SMS, your provider should be able to provide you with reliable service in the country/region of your choice. It is recommended that you look for a CPaaS provider with proven expertise in telecommunications, preferably one that is partnered with multiple carriers in the regions where you need to operate. This provides a more reliable service, as well as allowing quicker responses to carrier-related support tickets. Ask the provider what strategies they have in place in the event of an outage as well as what different levels of support coverage they offer.

Step 3: Test drive the CPaaS before choosing

You can always ask for a live demo or request to talk to an expert for answers to your questions about CPaaS. Opt for a free trial to test drive the CPaaS functionality and user experience. This trial period enables your management team and other team members to examine the CPaaS user-friendliness as well as its support.

Pay-as-you-go pricing, the industry norm for CPaaS, means that you only pay for what you use. However, you also only get what you pay for so, as well as price, look out for the vendor relationship, their quality of support, the platform’s features and, if you're placing automated outbound calls, its AMD accuracy.

Mistakes to avoid when choosing CPaaS

Summary

While there are numerous CPaaS which offer apparently similar features, not all CPaaS are equal. Aculab, one of the top CPaaS providers in the American healthcare sector, allows you to build HIPAA and HITECH compliant solutions. Our CPaaS technology is scalable and easy to use with powerful, programmable APIs, offering high levels of security and encryption, and a clear statement about where your data is stored. These, allied with leading-edge Voice Biometrics, AI-driven AMD, Text-To-Speech and Speech Recognition set Aculab apart from other cloud providers.

Learn More

For more information on CPaaS, please see our pages:

https://www.aculab.com/cpaas/

https://www.aculab.com/get-in-touch/