Acme Packet and CallMiner Provide Cloud-Based Speech Analytics to Clearwire

Acme Packet and CallMiner Provide Cloud-Based Speech Analytics to Clearwire 
Network-Based Solution Improves Customer Service and Contact Center
Productivity With Highly Accurate Analytics 
BEDFORD, MA and FORT MYERS, FL -- (Marketwire) -- 03/07/13 --  Acme
Packet(R) (NASDAQ: APKT), the leader in session delivery networks,
and CallMiner, the leader in speech and voice of the customer
analytics solutions for contact centers, announced that Clearwire, a
leading provider of 4G mobile broadband services in the U.S., is
using CallMiner's cloud-based Eureka(TM) solution to analyze customer
interactions and measure agent performance.  
News Highlights: 


 
--  Clearwire selected CallMiner Eureka to record and analyze customer
    interactions in their contact center. By automatically analyzing the
    content of each customer contact -- including what is said, how it is
    said, and the context in which words are said -- Eureka helps
    Clearwire uncover agent performance metrics and hidden business
    intelligence within contact center conversations.
--  CallMiner leverages the Acme Packet Net-Net Interactive Session
    Recorder (ISR) to provide cost-effective and scalable network-based IP
    session recording for its cloud-based service. Based on a highly
    scalable and modular architecture, the Net-Net ISR lets CallMiner
    fully capture all customer conversations -- from start to finish --
    without compromising security or reliability.
--  The tightly integrated solution delivers high quality
    speaker-separated call recordings and sophisticated voice analytics
    with unmatched accuracy and quality in the form of a convenient and
    cost effective cloud-based service. By fully recording and analyzing
    all customer interactions, Eureka helps Clearwire improve agent
    performance, boost customer satisfaction, mitigate risks, and ensure
    regulatory compliance.

  
Clearwire Benefits: 


 
--  Rapid solution turn-up, with no upfront capital equipment expenses
--  Improved contact center performance, sales effectiveness, and customer
    experience
--  Risk mitigation and compliance assurance

  
Quotes: 


 
--  "Customer service is paramount in the highly competitive mobile
    broadband market," said Geoff Levy, Head of Customer Care, Clearwire.
    "By automatically scoring 100% of our customer exchanges in the cloud,
    Eureka helps us optimize contact center performance and boost customer
    satisfaction without all the hassles and expense of a conventional
    premises-based solution."
--  "Forward-looking businesses are continuously seeking innovative ways
    to gather business intelligence and improve the customer experience,"
    said Jeff Gallino, Chief Technology Officer, CallMiner. "By moving
    voice capture and analytics into the cloud we can help them achieve
    their goals in a highly scalable and cost-effective manner."
--  "Enterprises all over the world are turning to the cloud to accelerate
    business innovation," said Tim Ziemer, vice president of North America
    and Asia Pacific Japan sales, Acme Packet. "Leveraging Acme Packet's
    highly scalable and flexible Interactive Session Recorder, CallMiner's
    cloud-based service helps improve customer interactions and increase
    agent productivity, while minimizing cost and complexity."

  
More about CallMiner and Acme Packet: 


 
--  Profile

  
More about Acme Packet: 


 
--  The Packet
--  The Session
--  Community
--  Twitter
--  Facebook
--  LinkedIn

  
Tags: 
Acme Packet, APKT, Clearwire, CallMiner, speech analytics, interactive
session recorder, VoIP, voice over IP, session initiation protocol,
SIP  
About CallMiner
 CallMiner is the market leading cloud-based solution
for improving agent performance through Voice of the Customer
analytics across all channels. Eureka automates the overwhelming
process of monitoring information from 100% of interactions --
calls/audio, chat, email, surveys and social -- to uncover consistent
and reliable information about agent performance. Real time business
intelligence can be leveraged by enterprises to dramatically improve
customer service and sales, reduce the cost of service delivery,
mitigate risk, and identify areas for process and product
improvements. For more information, visit www.callminer.com or follow
on Twitter @callminer. 
About Acme Packet 
 Acme Packet (NASDAQ: APKT), the leader in session
delivery network solutions, enables the trusted, first-class delivery
of next-generation voice, video, data and unified communications
services and applications across IP networks. Our Net-Net product
family fulfills demanding security, service assurance and regulatory
requirements in service provider, enterprise and contact center
networks. Based in Bedford, Massachusetts, Acme Packet designs and
manufactures its products in the USA, selling them through over 309
reseller partners worldwide. More than 1,925 customers in 109
countries have deployed over 21,000 Acme Packet systems, including 89
of the top 100 service providers and 51 of the Fortune 100. For more
information visit www.acmepacket.com. 
Acme Packet, Inc. Safe Harbor Statement
 Statements contained herein
that are not historical fact may be forward-looking statements within
the meaning of Section 27A of the Securities Act of 1933 and Section
21E of the Securities Exchange Act of 1934. Such forward-looking
statements may relate to, the benefits of our products and solutions,
including cost savings and flexibility. Such forward-looking
statements do not constitute guarantees of future performance and are
subject to a variety of risks and uncertainties that could cause
actual results to differ materially from those anticipated or
suggested in any forward-looking statements are contained in the
Company's recent filings with the Securities and Exchange Commission,
including those factors discussed under the caption "Risk Factors" in
such filings.  
For more information about Acme Packet: 
Media and Industry Analysts: 
Mike O'Malley 
Acme Packet 
+1 781-869-2975 
apktpr@acmepacket.com  
Agency Contact
Katelyn Holbrook
Version 2.0 Communications
+1 617-426-2222 x113
khenry@v2comms.com 
 
 
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