Acme Packet, NICE Team to Announce a Solution for Interactive Session Recording

Acme Packet (News - Alert) and NICE have announced a solution for interactive session recording based on the Internet Engineering Task Force’s (IETF) Internet draft of the standardized Session Recording Protocol (SIPREC).

IETF aims to make the Internet work better by producing relevant technical documents that influence the way people design, use, and manage the Internet.

Touted as the industry’s first solution for interactive session recording based on the IETF’s SIPREC, this new offering provides scalable recording to enterprises, contact centers, and service providers, offering hosted session recording or contact center outsourcing.

With this new solution from NICE and Acme Packet, organizations can now leverage the NICE Interaction Management suite and Acme Packet’s Net-Net Session Director session border controller (SBC) in real time.

NICE Interaction Management delivers a comprehensive contact center recording capabilities, while Acme Packet Net-Net SBCs provide critical control functions to allow mobile service providers to deliver interactive communications across IP network borders.

With the help of SIPREC protocol, NICE and Acme Packet customers -- contact centers and enterprises -- can simplify and consolidate recording by leveraging Acme Packet's SBC to fork real-time media to NICE Interaction Management.

The joint solution’s support for SIPREC is expected to enhance recording functionality in environments that use voice over Internet protocol (VoIP) and SIP trunking, and also IP-based video calling, collaboration, and chat, companies’ officials said.

Unlike proprietary approaches, the joint solution offers advantages such as increased recording capacity and functional enhancements, including load balancing and enhanced configuration control, and also assures regulatory compliance.

According to companies’ officials, the solution offers consolidation of recording infrastructure without sacrificing recording reliability; utilization of recording for new SIP-based unified communications, SIP trunking, and interactive voice response deployments;  and simplification of recording deployments through flexible recording control and scalability to tens of thousands of concurrent recordings and sessions.

“Whether our customers use session recording for quality assurance, compliance, or new revenue-generating services, NICE and Acme Packet deliver recording solutions for providing the functionality and flexibility for understanding customer interactions, meeting legal compliance, and improving the value of every contact center and business,” said Dino Di Palma, chief operating officer at Acme Packet.

Earlier in April, NICE Systems (News - Alert) announced a full line of customer experience and workforce optimization solutions.