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

Thu Mar 7, 2013 8:30am EST

* Reuters is not responsible for the content in this press release.

  BEDFORD, MA and FORT MYERS, FL, Mar 07 (Marketwire) -- 
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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