ACME Packet Announces a Joint Solution for Call-Recording

[Libby]

Acme Packet® (NASDAQ:APKT - News), the leader in session border control solutions, today announced a new joint solution with business partner NICE Systems that supports session recording in IP contact 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 contact 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.

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.