Acme Packet Announces a Joint Call-Recording Session Replication Solution for IP Call Centers and UC
Acme Packet (NASDAQ:APKT), the leader in session border control solutions, today announced a new joint solution with business partner NICE Systems that supports session recording in IP call centers and unified communication (UC) environments. Utilizing the Session Initiation Protocol (SIP) standard, the joint solution leverages Acme Packet’s ability to replicate multiple IP sessions including voice, video and instant messaging and NICE’s session recording and analytics expertise to provide IP call center customers with a secure and flexible solution to meet their current and future needs. NICE is the leading provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data.
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Session recording is a critical requirement in both call centers and UC deployments today for compliance with industry regulations and assessment of call center agent performance. As TDM-based call centers transition to IP-based contact centers, they can easily expand and unify all their customer communication modes, including voice, interactive video, instant messaging and white boarding—all augmented by agent presence information. This new IP communications environment requires a new solution for recording all communications within a customer interaction session.
“NICE’s SIP-based support is a strong step forward in delivering IP-enabled recording to organizations,” said Neil Segall, vice president of business development for Contact Center Solutions at Acme Packet. “We are happy to offer a combined solution with NICE to help our customers lower total cost of ownership and assure best-in-class security and availability.”
Acme Packet will formally introduce this solution in a session at NICE Interactions ‘09, the NICE User Group’s annual conference, in Dallas, TX, April 20-23, 2009 at the Hyatt Regency. The session, “Recording in the SIP network with SBCs,” will be held on April 22. For additional information, visit http://www.nice.com/summit/worldwide2009.
About Acme Packet
Acme Packet, Inc. (NASDAQ: APKT), the leader in session border control solutions, enables the delivery of trusted, first-class interactive communications—voice, video and multimedia sessions—and data services across IP network borders. Our Net-Net family of session border controllers, multiservice security gateways and session routing proxies supports multiple applications in service provider, large enterprise and contact center networks—from VoIP trunking to hosted enterprise and residential services to fixed-mobile convergence. They satisfy critical security, service assurance and regulatory requirements in wireline, cable and wireless networks; and support multiple protocols—SIP, H.323, MGCP/NCS, H.248 and RTSP—and multiple border points—interconnect, access and data center. Our products have been selected by more than 635 customers in 92 countries, including 29 of the top 30, and 89 of the top 100 service providers in the world. For more information, contact us at +1 781.328.4400, or visit http://www.acmepacket.com.