Sentel Knowledge Transfer Partnership with Ulster University – Further Developing the Sentel AI Engine

International and leading unified communications analytics company Sentel, has announced today that it is collaborating with Ulster University on a Knowledge Transfer Partnership (KTP) supported by Innovate UK and Invest Northern Ireland.  This two year KTP will share knowledge and push further innovation for both Sentel and Ulster University.


The partnership will focus on further developing the Sentel AI Engine.  The software team at Sentel will be working closely with the University’s experts in AI and machine learning, creating pioneering solutions to suit business and client’s needs.  The mathematics behind AI and machine learning along with probability algorithms are exceptionally complex.  KTP provides Sentel with access to industry and leading academic experts who are the most knowledgeable in this field and can provide the expertise we require to progress our AI systems.


The Sentel AI Engine will work to prevent Toll Fraud.  Cyber Crime is a major issue and concern for businesses with customers liable for any costs associated with toll fraud. This project aims to incorporate machine learning intelligent techniques within Sentel’s call analysis platform enabling customers to identify and prevent call fraud in real-time. In the UK annually £1.2 billion is lost from business’s revenues each year to Toll Fraud.


Toll Fraud is when hackers access a telephone system, compromising both the business and its revenues. The hackers generally use your business lines to route international and premium rate calls that generate fraudulent income for them.

Most businesses are unaware they have been defrauded until a large bill arrives for thousands of pounds.  Most toll fraud occurs in the evening or across the weekend when the business is unoccupied or less busy and cannot monitor the calls as easily.


Leading the team from Ulster University is Professor Kevin Curran, School of Computing and Intelligent Systems, and Dr Daniel Kelly, Lecture in Computer Science. Together, they will work with researchers from The University and the senior software team at Sentel.


Professor Kevin Curran, Ulster University said “We are very much looking forward to applying our knowledge in machine learning, security and anomaly detection techniques in an industrial led project such as this. Working with Sentel will open up access to real-world data which otherwise would be difficult to obtain and should lead to more impactful research outputs from our group”.

Andrew Lynch, Chief Technology Officer at Sentel, said “We are very excited to begin work on this project. We will be creating pioneering technology within the unified communications industry. We are grateful to have to University on board with this project, providing expert knowledge and skills to further develop the Sentel AI Engine. Ulster University is the alma mater to many of the team here at Sentel, and we are looking forward to working with them”.


Ger Connery, CEO at Sentel, said “We had assessed the market and realised there was no AI engine which could meet our complex needs, so we built our own. The AI is the brain, constantly monitoring and profiling usage. If the usage exceeds the norm the platform acts to immediately shut down the breach and alert the administrator. We take the pro-active approach of action first then alert the users! We are very excited to have Ulster University working with us to develop this new technology. With their expertise and our extensive knowledge of the market we are sure the Sentel AI Engine will be a huge success”.


The KTP is a 24 month project, and will commence Q1 this year. The research will take place in Sentel’s Belfast office.

Have you spotted our new adverts in this months trade magazines?

In the UK annually £1.2 billion is lost from business’s revenues each year to Toll Fraud

In the UK annually £1.2 billion is lost from business’s revenues each year to Toll Fraud

Toll Fraud is when hackers access a telephone system, compromising both the business and its revenues. The hackers generally use your business lines to route international and premium rate calls that generate fraudulent income for them.

Unified Communications is the future

Did you know, Unified Communications saves 32 minutes per day on average in missed calls, and mobile workers gain 40 minutes per day in productivity. That’s 3.5 days annually. Unified Communications is the Holy Grail for many enterprises across the world.

Forbes Magazine recently stated, “Unified Communications integrates all communication methods, as well as documents and other data, into one interface.”

So what are the real benefits of Unified Communications? Single number. Through Unified Communications, employees can have the same number for all of their devices. Cheaper Calls. Unified Communications allows voice and video to be carried over a digital network, therefore calls are cheaper than they would usually if made via traditional telephony.

If you haven’t integrated it into your business you may be missing out on increased productivity, reduced costs and an improved professional presence.

Unified Communications is the future for most companies and Sentel is the market leader of Unified Communications in Northern Ireland and we offer a full suite of Unified Communication solutions. For more information and help designing a solution to meet your collaboration and productivity goals, contact Sentel and avail of our 30 day FREE trial.

How can a customer experience strategy make a difference to your company?

Customer experience is becoming increasingly important within the Telecoms Industry, and according to Customer Experience Exchange Telecoms, the telecoms industry tops the list of bad experience, with 89% of consumers willing to switch providers as a result of poor experience.

Over time customers have become more demanding and technological advancements have raised their expectations. Customers today do not hesitate in switching services if a company is unable to provide a highly effective service experience.

Here are some tips for Telecom companies to improve their service experience for customers.

1)      Lose the Script-Following a script might seem easy however when your employees follow the script word for word it removes the emotion from a situation. Your employees will fail to relate to your customers if they sound like robots. Ensure your employees are fully trained in talking and listening to your customers. Your employees need to be able to improvise when and where required.

2)      Reach out to ALL your customers-It is cost effective for a company to retain an existing customer rather than acquire a new one. This is why it is essential for any company to stay connected with all their customers even the disgruntled ones. It demonstrates to the customer that your company is concerned and that their issue is important to you.

3)      Multi-channel Support-It is important for companies to have a strong online presence. Customers today want to be able to connect to your company anytime, anywhere, they want round the clock support, and they want to be ensured that no matter what medium they choose their issue will be resolved.

Stay Connected and Download our Free Mobile App

As telecommunications become increasingly fast paced industry, with mobile service revenues expected to reach $1.1 trillion by 2019, companies are having to find new ways to increase productivity and deliver their services more efficiently.

We at Sentel have recognised the ever growing telecommunications market and have took the step and launched our very own mobile application.


Mobile phone

The mobile app will allow our customers to access their telecoms (PBX system), anytime, anywhere. It will give a real time view of every area of their telecoms system. Giving them complete control of their business largest spends.

Customer will be able to have instant access of their Dashboard and stay connected with their business even when they are on the go.

No more waiting to get back to the office to see your business data analytics, our mobile app guarantees instant access, 24/7.

So…what are you waiting for…download it now and get Instant Data at your fingertips!!!!

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Why Communication Management Products are essential for any business to survive?

“The most meaningful way to differentiate your company from your competition……is to do an outstanding job with information. How you gather, manage and use information will determine whether you win or lose” Bill Gates

As we can clearly see today, Gates’ words ring especially true when it comes to Communication management products. Comms Business Magazine reports, ‘communication management products are a great way to find out more about your customers as well as being a vehicle through which your clients can measure and control costs.’

From SMEs to large corporations, it is essential for them to invest in effective call management solutions in order for them to succeed in the business industry, especially SMEs. Call management solutions are very much a worthy and extremely useful part of many business’ customer service policy. Whether the business receives thousands, hundreds or even tens of calls a day, having a call management system implemented into the business will ensure that each and every incoming call will be answered. For SMEs or first time entrepreneurs, a missed call is a lost business opportunity. Implementing and effectively using a call management service will ensure that a business never misses out on any important sales opportunities.

Sentels Call Manger Pro software is exactly what every business needs to invest in. By tracking performance and running accurate reports on calls usage on each employee, you can deliver greatly enhanced productivity for your customers.

We at Sentel are offering a 30 day free trial on our Call Manager Pro software, yes that’s right FREE!!!!! You will be able to experience all the benefits of our advanced call management platform without any commitment or paying a single penny for 30 days.

For more information on our bespoken call management products call, 028 9081 5555 and speak to one of our team or visit us on

No matter how small your business is, or what industry it belongs to, you need a call management system, to manage customer calls and grow.

Track Calls today become the ring leader of your industry and ring Sentel!

Don’t let your business pay the price invest in threat-monitoring systems and data analytics.

Fraud in the UK is reaching epidemic levels, costing the UK economy £6,000 per second and £200bn per year. UK businesses are the biggest targets for fraud yet only a small number of them invest in threat-monitoring systems and data analytics. According to KPMG survey, 24% of business fraud cases were detected by accident and only 3% of businesses detected illegal behaviour using data analytics. These figures are shockingly low and it is time for businesses to invest in threat-monitoring systems and data analytics.

Fraudsters are all too comfortable with the advancement of technology and UK businesses are lagging behind in responding to prevent malicious schemes being carried out. Evidence demonstrates that businesses are still invested in traditional fraud detection systems and unfortunately making them an easier target for fraudsters to attack.

Why invest in data analytics to detect fraud? Companies will be able to develop a system of checks and balances in understanding patterns of behaviour through data analytics and it can be an effective tool in highlighting irregular conduct.

UK companies need to act fast and become fraud resilient, they need to be able to protect themselves against a continually evolving threat. Time and money has been invested to build up their company, and they should not pay the price!

Mobile threats spoofing organisations apps

Employees tend to use apps everyday to complete their work and usually everything runs smoothly, however, when malicious actors start impersonating those apps, disaster can strike within the IT Department. 

Research suggests that there are five families of malware that often impersonate enterprise apps by ripping off the legitimate app’s name and package name.



This type of malware was originally developed as a remote administration tool. AndroRat allows a third party to control the device and collect information including location, call logging, contacts and audio from the microphone and is now used maliciously by other actors. Hidden access software allows hackers to recoil both corporate and personal data from the device. By having continued access to a device,this allows the attacker to access corporate Wi-Fi and other networks the device is connected to.

Common examples of the apps it tends to spoof include Skype and Business Calendar.


Shuanet automatically roots itself to a device, installs itself on the system and then downloads further applications. The effect of the malware can be malicious or mild, as an attempt to get more downloads. Malware such as Shuanet is extremely difficult to remove from the system, even factory resetting of the device does not completely remove the threat. Examples of the apps it tends to attack are Google Authenticator and Duo mobile.


PJApps will collect and leak the victims phone number, location and the mobile device unique identifier (IMEI). To make money this malware will send messages to premium rate numbers. The actual technology used within this malware is a huge risk to the business enterprise under attack particularly when the malware accesses location, valuable company information could be revealed such as business plans, particularly when it is senior executives/managements devices under attack. This malware is likely to attack apps such as CamScanner.


This malware contains an advertising network which may push ads on to your notification bar and download large files without asking. The most significant risk to an enterprise is the loss of time and money as a result of the malware interrupting an employees work. Examples of targeted apps include the Mobile app of Blackboard Learn and Adobe Reader.


Unsafe Control can collect information and download it to a third party’s server.  It also has the ability to spam a contact list or send SMS messages to phone numbers specified by its command and control (CNC) servers. The main risk to the enterprise is that Unsafe control steals contact information which could potentially be extremely sensitive and valuable information. Google Keep and Skype are commonly targeted.

What are you doing to protect your enterprise? It is clear that these malware apps have great potential to effect your business. From stealing sensitive data to slowing down computer/employee performance. If you ensure your enterprise has the correct software put in place you are greatly reducing your company’s risk of being attacked by harmful malware.