Telelanguage Deployed Acme Packet Solutions to Manage and Secure Customer Conversations in Their New IP Contact Center
 
 

Telelanguage Deployed Acme Packet Solutions to Manage and Secure Customer Conversations in Their New IP Contact Center

Telelanguage is a leading provider of over-the-phone interpretation services to customers who require fast connections, superior trained and certified interpreters, and individually customized rate plans. The company’s Oregon call center connects clients to over 2,000 language interpreters worldwide, 24 hours a day, 365 days a year.

Many Telelanguage customers—healthcare providers, government agencies, emergency services coordinators—have a requirement to record calls for quality assurance, auditing or compliance purposes. To that end, the company sought a call recording solution when they migrated to an IP-based contact center infrastructure.

After an extensive evaluation process, Telelanguage selected and deployed Acme Packet’s Net-Net Interactive Session Recorder (ISR) to capture customer conversations in their new IP contact center. Unlike traditional TDM-centric call recording solutions, the Net-Net ISR is specifically designed to overcome the unique challenges associated with capturing, securing, archiving and managing interactive session recordings in IP telephony environments. The standards-based solution was easy to deploy and integrated seamlessly with Telelanguage’s SIP-based IVR platform and SIP trunking service, as well as their existing storage infrastructure. The product’s auto-archive feature eliminates manual and error-prone tasks, and frees up IT staff to work on more strategic activities.

A software-based solution that runs on industry-standard x86 servers, the Net-Net ISR proved far more cost-effective and extensible than the proprietary hardware-based systems Telelanguage evaluated. In addition, the product’s modular architecture provides a solid foundation for the future, allowing Telelanguage to gracefully expand capacity or introduce new capabilities as their business requirements evolve.

This story was originally published on www.acmepacket.com.

 
 

 
 

Challenges

A word from Telelanguage

  • “The Acme Packet Net-Net ISR was much easier to deploy than other solutions we tested. Its open architecture enabled us to integrate session recordings directly into the software we use to assure timely and high quality services for our customers.” - Andre Lupenko, CEO, Telelanguage

  • Record VoIP calls in a new SIP-based contact center

Solutions

Oracle Product and Services

  • Acme Packet Net-Net ISR
  • Acme Packet Net-Net Interactive Session Recorder overcomes the unique challenges associated with capturing, securing, archiving and managing SIP session recordings
  • Rapid integration with new IP-based contact center infrastructure
  • Seamless interoperability with SIP trunking service and SIP-based IVR
  • Leverages existing storage infrastructure
  • Lower OPEX and CAPEX than alternative solutions