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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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