What is Analog?

Analog technology takes an audio or video signal, such as music or a human voice, and converts it to electronic signals. The telephony industry has used analog technology for decades. Basic residential and commercial phone service used to be exclusively analog. Subscribers receive their phone service over a POTS (Plain Old Telephone Service) line, and the telephones on either end of the call do the translation work.

Pretty simple. But analog has limitations, most notably of which is the amount of data it can handle, which is why both residential and business phone service has largely converted to digital.

How does analog compare to digital?

Digital uses a very different method to process sounds and images, converting signals to a binary format in which everything is represented by ones and zeroes. Because this is a more efficient way to transfer data, digital signals can carry more information, resulting in better clarity of sound and images. This also means a digital telephone system can offer more features than an analog system.

High volume call centers typically use digital phone lines known as T1s. They have far greater capacity than analog modems and some features, such as automatic number identification (ANI), are dependent on them.

How NICE can help

NICE is the market leader in providing customers the cloud contact center software they need to deliver consistently exceptional customer experiences. Benefits include:

• Modern Automatic Contact Distributor (ACD) providing digital first omnichannel routing and increased business agility
• Integrated and comprehensive workforce management solutions to engage and empower contact center agents to achieve business goals
• Automation and artificial intelligence (AI) capabilities to enhance the customer experience and automate routine agent tasks
• Omnichannel customer journey management

CXone provides an intelligent, unified suite of applications covering the breadth of contact center management disciplines, simplifying administration and streamlining the user experience.