Call Center Solutions: Next-Generation IP Contact Center Solutions Continue to Gain Momentum
Acme Packet® (NASDAQ: APKT), the leader in session border control solutions, today announced that Genesys Telecommunications Laboratories (Genesys) has joined Acme Packet’s Pinnacle Partner Program to help enable the delivery of IP-based contact center solutions. The partnership offers further evidence of the growing momentum of IP transformation in the contact center market. The two companies offer critical components of a comprehensive, standards-based solution for IP contact centers: Genesys is the world’s leading provider of software for customer service and contact centers; Acme Packet is the world’s leading vendor of Session Border Controllers. To fully realize the benefits of IP contact center transformation, enterprise and hosted contact centers require session routing, reporting, security, quality control and consulting services.
Genesys joins Acme Packet’s partnership program at its highest level, as an Acme Packet Pinnacle Partner. Acme Packet’s Pinnacle Partner Program is an alliance program that formalizes Acme Packet’s relationships with complementary product, solutions integration and consulting services partners. It fosters technical and business collaboration to ensure interoperability among best-of-breed products and the delivery of seamless and secure interactive communications solutions.
“To remain competitive, enterprises must transition their call centers to IP-based multimedia and multi-channel customer care centers, incorporating not just voice, but Instant Messenger (IM) chat, interactive video and document sharing on a click-to-contact basis,” said Neil Segall, vice president of enterprise and contact center business development at Acme Packet. “The Pinnacle Program supports the efforts of Genesys in the move toward guaranteed interoperability for secure, end-to-end, high quality IP contact center solutions.”
Complete contact center solution
Successful IP transformation within the contact center relies upon comprehensive, functionally-rich IP-based applications; high-performance, secure IP network elements for delivering those applications; and experienced consulting and solution integration services. Acme Packet helps Genesys deliver IP solutions benefits such as application and network infrastructure efficiencies, enhanced geographic coverage and the superior cost-effectiveness of the next-generation contact center.
Genesys has partnered with Acme Packet to provide customers and channel partners with the enabling infrastructure and application components to transform legacy contact center environments into consolidated and highly distributable data center applications:
* Acme Packet, the industry leader in session border controllers, provides a critical IP network element for delivering secure, high quality voice, video and multimedia sessions.
* Genesys, the market leader in enterprise contact center applications, provides a complete set of IP-based applications for the multimedia contact center.
“Allowing your customers to secure IP borders frees them to dissolve those borders from an application point of view. Seamless, presence-based SIP communications between the traditional contact center agent and the enterprise’s other knowledge workers, home workers, mobile workers, and business partners, maximizes the value of the customer interaction and delivers it at the lowest cost,” said Paul Lang, Vice President, Product Management and Strategy at Genesys. “Combining Acme Packet’s Net-Net session border controller with our contact center applications uniquely addresses the IP transformation challenges that enterprises and service providers face.”
Acme Packet will be exhibiting at VoiceCon® Orlando 2008 from March 17-20, 2008 in Booth 741 at the Gaylord Palms Hotel in Orlando, Florida.
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 and multiservice security gateways 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 signaling protocols—SIP, H.323, MGCP/NCS and H.248—and multiple border points—interconnect, access and data center. Our products have been selected by 500 customers in 85 countries, including 24 of the top 25, and 82 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.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, Web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted-service - to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency and accelerate business innovation. For more information, go to http://www.genesyslab.com or visit the industry blog at http://www.betterinteractions.com.