NICE Debuts First Session Recording Solution Based on SIPREC Protocol
Acme Packet, a provider of session delivery networks, and NICE today announced the industry's first solution for interactive session recording based on the Internet Engineering Task Force's (IETF) Internet draft of the standardized Session Recording Protocol (SIPREC). The solution delivers recording to enterprises, contact centers, and service providers offering hosted session recording or contact center outsourcing.
The new solution from NICE and Acme Packet allows organizations to leverage the NICE Interaction Management suite and Acme Packet's Net-Net Session Director session border controller (SBC) in real time, while reducing the total cost of ownership of the entire system regardless of the telephony infrastructure they use.
Support for SIPREC enhances recording functionality in environments that use voice over IP (VoIP) and SIP trunking, as well as IP-based video calling, collaboration, and chat. The SIPREC protocol enables NICE and Acme Packet customers to simplify and consolidate recording by leveraging Acme Packet's SBC to fork real-time media to NICE Interaction Management without impacting live sessions.
The combined solution offers increased recording capacity and functional enhancements, such as load balancing and enhanced configuration control, while assuring regulatory compliance. When coupled with the NICE Interaction Management platform, Acme Packet's SBCs ensure accuracy and impeccable audio quality for the most accurate speech analytics and real-time decision-making and guidance.
Users can consolidate their recording infrastructure without sacrificing recording reliability. The solution scales to tens of thousands of concurrent recordings and sessions.
"We are pleased to work with Acme Packet on joint recording solutions based on SIPREC," said Eran Vanounou, general manager of the Product and Technology Unit at NICE, in a statement. "As the demand for compliance recording for VoIP and other forms of IP-based real-time communications increases, compatibility with Acme Packet's SBCs is critical for meeting the growing needs of our customers."
"NICE has been a strategic technology and interoperability partner with Acme Packet for a number of years," said Dino Di Palma, Acme Packet's chief operating officer, in the statement. "Whether our customers use session recording for quality assurance, compliance, or new revenue-generating services, NICE and Acme Packet deliver recording solutions for providing the functionality and flexibility for understanding customer interactions, meeting legal compliance, and improving the value of every contact center and business."