PRESS RELEASE: Sonus Networks, Inc., a global leader in enabling and securing real-time communications, and Numonix, an innovator of interaction recording solutions, announced that they are collaborating to increase customer service levels, maximize agent productivity, support compliance regulations and reduce contact center costs by enabling security, enhancing reliability and integrating call recording.
As contact centers move beyond traditional voice calls and advance to deliver feature-rich Voice over Internet Protocol (VoIP), video, instant messaging (IM), WebRTC and Cloud migration capabilities, the security, interoperability and reliability challenges associated with these market shifts can be substantial and, if handled properly, can increase customer satisfaction and improve a company’s bottom line.
Sonus and Numonix are collaborating to improve contact center efficiencies by integrating Numonix RECITE call recording solutions into Sonus’ portfolio of SBCs. When incorporated into one platform, these two technologies provide a fully integrated and interoperable, best-in-class contact center solution. Numonix’s RECITE delivers valuable, actionable information that enables contact center managers to quickly react to customer interactions. The integrated Sonus-Numonix solution is designed to ensure regulatory compliance, validate transactions, reduce risk and liability and protect sensitive data, while monitoring and recording customer interactions.
Sonus’ portfolio of SBCs are architected to secure contact centers and protect them from Denial of Service (DoS), toll fraud and other IP-based attacks, establishing confidentiality and integrity across their networks. Sonus SBCs also enable interoperability across disparate PBXs, contact center platforms and endpoints, allowing companies to leverage investments in existing time- division multiplexing (TDM) technologies, while integrating new, more collaborative SIP-based solutions. Sonus is trusted to deliver carrier-grade reliability, ensuring mission critical call communications go through and calls are not lost during transfers, ensuring high availability and quality of experience (QoE).
“Every organization today is focused on improving customer satisfaction. Achieving this goal typically starts in the call center – the first point of contact for customers with a company. Because of this, many businesses are evolving the call center to provide faster, more accurate customer service,” said Zeus Kerravala, principal analyst, ZK Research. “The session border controller plays a key role in the transformation of the call center by enabling the necessary security, interoperability and reliability to deliver the best possible customer experience.”
“Customer satisfaction is mission-critical for contact centers,” said Mykola Konrad, vice president, Cloud & Go-to-Market, Sonus. “We believe that Sonus’ relationship with Numonix enables us to deliver fit-for-purpose solutions, so our customers can experience reliable, secure real-time communications with their customers, ensuring that a contact center’s customer satisfaction scores and profits can stay high.”
“The importance for secure, reliable communications and the ability to record customer interactions in the contact center and enterprise continues to grow,” said Michael Levy, president, Numonix. “We are excited with our collaboration with Sonus and believe together we can provide our customers with a solution that ensures superior customer service, increased productivity and addresses regulatory and internal compliance requirements.”