OVERVIEW
● Discuss PSTN’s basics, how it works, and why it’s still a vital component of the communications puzzle.
● Explains how businesses, Dedicated Call Centers particularly, are leveraging PSTN to ensure that there is seamless communication with their customers.
Introduction
“Hello? Can you hear me?”
That well-known phrase resounds in millions of phone conversations every day. Even though there is a wide use of digital communication, it is still found that traditional calling holds much more value. It has been reported by HubSpot in 2023 that 60% of customers still like to call a business rather than other channels. But have you ever wondered how these calls are connected, even across vast distances?
But the Public Switched Telephone Network, a vast system connecting businesses and individuals for many decades, holds the answer. From landlines to mobile networks, PSTN is that silent force behind untroubled communication, especially for businesses utilizing a Dedicated Call Center. Let’s find out more about this system and its relevance in today’s digital age.
What is Public Switched Telephone Network (PSTN)?
PSTN is the traditional circuit-switched telephone network that allows voice communication in a worldwide scenario. It consists of an interconnected system of telephone lines, fiber-optic cables, cellular networks, and satellites, thus ensuring the smooth transmission of voice. In simple words, PSTN is the infrastructure behind traditional phone calls.
Key Components of PSTN
1. Local Exchange (LE) – The starting point of a call, connecting users within a local area.
2. Tandem Exchange – A center that forwards calls between local exchanges.
3. International Gateway – A gateway that enables calls across borders.
4. Trunks and Switching Centers – Necessary to handle and control call traffic.
The International Telecommunication Union states that there are more than 1.2 billion fixed-line connections worldwide as of 2023. Digital communication is becoming more sophisticated, but PSTN is the bedrock of business telephony.
How Does PSTN Work?
When you dial a number, PSTN follows a systematic process to connect your call:
1. Dialing the Number – Your device sends signals to the local exchange.
2. Routing the Call – It identifies the recipient and finds out the best possible available route for your call.
3. Establishing a Circuit – A dedicated line is temporarily reserved only for the communication period.
4. Voice Transmission – The data travels in an analog or digital form to the receiver.
5. Call Termination – Once the call terminates, the line is available to the next person.
Millions of calls every second get properly connected by such an efficient procedure.
Why PSTN is Still Relevant for Businesses?
Despite the rise of VoIP and Cloud Telephony, PSTN is still a go-to choice for businesses.
Here’s why:
1. Unmatched Reliability
Unlike VoIP, which relies on internet connectivity, PSTN offers a stable and dependable network. This is crucial for businesses running a Dedicated Call Center, where call quality and uptime directly impact customer satisfaction.
2. Universal Accessibility
Not all customers have broadband internet access, so customer support in such remote areas always depends upon PSTN service.
3. High Security
PSTN networks are not prone to cyber attacks as compared to any internet-based communication system, and hence the customer details need not be anxious about being handled.
4. Seamless Integration
Most firms utilize hybrid models that integrate PSTN with VoIP to offer continuous service. Statista reported that in 2023, more than 35% of enterprises were using PSTN in their call centers.
Thoughts to Ponder
How do I make a simple phone call with just a matter of seconds connected to someone miles away? With smartphones and VoIP on cloud-based communications, the backbone of voice communications is the PSTN. What’s it about? And what’s the connection of this infrastructure with business owners who operate their Dedicated Call Centers?
Also Read: Marketing Automation: Why Crucial for Your Business?
Key Takeaways
● PSTN is the global voice communication backbone that supports landline and mobile networks.
● Companies using Dedicated Call Centers depend on PSTN for voice calls.
● Although the digital revolution has brought so many new advancements, security, reliability, and accessibility have remained dependent on PSTN.
● Hybrid models of PSTN and VoIP help businesses use the best of both worlds.
Conclusion
While the world is shifting towards digital-first communication, PSTN continues to play a crucial role in business operations, particularly for Dedicated Call Centers. The dependability of traditional telephony ensures that businesses can maintain high-quality customer interactions without disruptions.
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