With the global adoption of 5G networks, the era of full-media communication has arrived, encompassing “human-to-human,” “human-to-object,” and “object-to-object” interactions. This shift provides users with exceptional high-speed data and communication experiences.
As consumer expectations continue to rise and customer interaction channels evolve, mobile VoLTE video customer service has emerged as the most efficient and direct method, facilitating “talk and watch + remote collaboration.” This is a central focus for the next phase of transformation in customer service centers.
Challenges in VoLTE Video Customer Service Systems
- Signaling Compatibility: Integrating audio and video communication with telecom operators’ 4G/5G systems complicates the SIP signaling process. Challenges such as seamless switching between video calls and audio-video transitions can occur. Existing customer service systems may not support the VoLTE signaling process and parameters, creating deployment obstacles.
- System Security: Customer service systems exposed to the internet are vulnerable to various attacks, including DoS/DDoS attacks, malicious probing via OPTION messages, malicious call flooding, and REGISTER signaling floods. These threats can lead to system outages or severe disruptions.
- Interoperability: Customer service systems often operate behind firewalls, creating issues with NAT traversal for signaling and media. Additionally, compatibility between IPv4 and IPv6 protocols and voice codec conversions may complicate integration.
DINSTAR SBC for Empowering VoLTE Customer Service Systems
DINSTAR has developed a high-reliability, high-security, and future-proof SBC (Session Border Controller), enabling seamless integration with 4G/5G networks and supporting VoLTE/VoNR audio and video calls. The DINSTAR SBC series is fully compatible with SIP trunking from top three telecom operators’ 4G/5G networks, ensuring smooth integration with VoLTE signaling processes.
DINSTAR SBC: Advantages for VoLTE Integration
The DINSTAR SBC plays a crucial role in security, reliability, interconnectivity, and scalability within the VoLTE network, providing a robust foundation for VoLTE video calls and enhancing communication services.
- VoLTE/VoNR Audio and Video Calls: As an I-SBC, DINSTAR SBC connects to telecom operators’ VoLTE/VoNR SIP trunks, ensuring HD audio and video calls.
- WebRTC Audio and Video Calls: Acting as an A-SBC, it supports WebRTC and SIP protocol interworking, creating richer and more efficient application scenarios for businesses.
- Protocol Compatibility: The SBC bridges the gap between customer service systems and operators’ IMS systems by adapting the VoLTE/VoNR SIP signaling process.
- Security and Attack Prevention: The SBC offers network isolation, topology hiding, and safeguards the core network from SIP scanning and attack threats.
- NAT Traversal: It enables effective traversal of SIP signaling and RTP media streams across firewalls, ensuring seamless interconnection between internal and external networks.
- High Reliability: The SBC supports 1+1 hot standby (HA), port bonding, and route disaster recovery to guarantee uninterrupted service during failover.
- High Performance: Available in both hardware and software, DINSTAR SBC can handle up to 100,000 user registrations and 50,000 concurrent calls, addressing diverse requirements.
- Easy Deployment: It facilitates quick deployment, simplifying the 4G/5G network integration process and minimizing technical challenges in upgrading call centers.
- Flexible Expansion: The SBC can be scaled easily to accommodate future business growth.
Unlock seamless 4G/5G communication with the dinstar VoLTE gateway—your gateway to crystal-clear voice and video calls.
Applications of Video Customer Service
- Auto Insurance Video Damage Assessment: Insurance adjusters can remotely assess damage through video calls, streamlining the claims process and significantly improving efficiency.
- Bank Video Customer Service: Customers can conduct banking services via video calls, eliminating the need for in-person visits and offering more convenient financial services.
- Video Recruitment: Companies can hold video interviews, reducing travel time for both candidates and recruiters, and providing a more convenient and comfortable interview process.
- Telemedicine: Video consultations allow doctors and patients to interact remotely, improving the accessibility of medical services.
- Emergency Rescue: In critical situations, video calls can transmit on-site information and distress signals, aiding rescuers in assessing and responding appropriately to emergencies.
