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

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

Let’s see how DECT works, its advantages, disadvantages and how it compares to using Bluetooth devices in a call centre.

DECT systems and single frequency

A DECT system usually has two components: a base station and a portable receiver or headset. Base stations can be connected to a PBX or VoIP phone system just like other types of phones.

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

You normally need to pair a DECT headset to a base station before it can be used. During pairing, a secret authentication key is shared and stored on both devices. Only paired headsets can access the DECT network. Unauthorized devices will be blocked if they try to connect.

When a headset is in range, it picks up the signal that is continuously transmitted by the base station. This signal contains all the information the headset needs to connect and send data through the base station. Several headsets, up to five or six depending on the model, can be paired with one base station.

During an active call, the DECT headset converts analog voice signals into digital data and transmits them to the receiving unit via the base station. For incoming data, the base station receives the digital data and converts it back to its original analog state before sending it to the headset.

DECT is specially designed for voice communication and operates on its own frequency range between 1.8 GHz and 1.9 GHz, so there is no interference from other wireless technologies such as Bluetooth and Wi-Fi.

DECT manages its available frequency with TDMA (Time Division Multiple Access). Multiple DECT devices can share the same frequency without overlapping because it is divided into time slots – each call uses a different channel.

DECT can cover a range of approximately 50 meters inside buildings and up to 300 meters in open space. Similar to other wireless technologies, its coverage area can be affected by thick walls and certain weather conditions.

The advantages of DECT in call centers

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

No Wi-Fi interference

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

This separation is beneficial in a call center as it makes DECT less susceptible to interference that can lead to voice distortion and dropped calls. The only possible sources of interference for a DECT headset are other DECT headsets and there would need to be many in the same space before this happens.

If there were only Wi-Fi headsets in a call center, there would be a lot of interference from the headset itself, as well as other devices sharing the same frequency, such as Bluetooth, Internet routers, wireless mice and even microwaves on break. chamber. Interference can result in call agents hearing conversations from other agents, jittery audio, and dropped calls.

Secure communication

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

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

The base station uses the same algorithm to generate its response. It then compares both responses to see if they match, and the call can be completed if they do. Meanwhile, any intruder looking for a way into the system needs physical access to both devices because the authentication key is not transferred over the air.

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

Greater wireless coverage

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

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

Call quality

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

If you invested in high-quality Bluetooth equipment, you could get call quality pretty close to DECT. Some people may not notice the difference. But there’s always the chance of interference with a Bluetooth connection, and if you have a bunch of call center agents in the same room, all using Bluetooth, the chances of interference increase.

Limitations of DECT in call centers

DECT offers a call center with both secure and high-quality voice transmissions, but there are some significant drawbacks that you should consider.

More equipment to buy and maintain

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

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

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

Call centers also need to dedicate additional resources when maintaining a large DECT network, which can be complex. First, you’ll need to find the right base station locations to get the best coverage. There must also be seamless handovers when agents move within the call center to prevent call drops. This involves ample network planning and mapping that you might not need with other options.

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

Limited mobility

DECT provides wide wireless coverage but requires all headsets to remain within range of a base station, meaning call agents are confined to the call center building. Additionally, a DECT headset cannot be paired with multiple devices, making it less ideal for call agents working remotely.

Other wireless technologies like Wi-Fi and Bluetooth offer more flexibility for call agents who prefer to be mobile or work remotely. Wi-Fi devices can work anywhere there is an available Internet connection. Bluetooth devices can be connected to mobile phones, cars, computers and so on.

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

DECT vs Bluetooth in a call center

Bluetooth is a simpler and more convenient alternative to DECT. Both have their advantages and disadvantages, but ultimately the decision to use either in a call center depends on your needs and priorities.

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

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

Bluetooth provides more mobility as call agents can pair their headsets with computers and mobile phones. The DECT headset must remain with the coverage of a base station, which is the only other device it can be paired with. Some of these headsets can connect to mobile phones, but it has to be through the base station.

Extending a DECT system can be more expensive than doing so with a Bluetooth system because of all the additional equipment required. On the other hand, Bluetooth technology does not provide any additional security.

Finally, DECT headsets use less power than Bluetooth devices, which means more talk time. Their isolated frequency also means it can deliver higher quality sound than Bluetooth headphones. Costs aside, DECT may be a better choice for busy, distance-free work environments such as call centers.