The Globe and Mail

Go to the Globe and Mail homepage

Jump to main navigationJump to main content

Press release from Business Wire

Acme Packet and CallMiner Announce Partnership to Enable Speech Analytics in the Cloud

<p class='bwalignc'> <i>CallMiner enables service providers to deliver an elegant and easy-to-use customer intelligence solution for the enterprise</i> </p>

Monday, May 02, 2011

Acme Packet and CallMiner Announce Partnership to Enable Speech Analytics in the Cloud08:30 EDT Monday, May 02, 2011 FORT MYERS, Fla. & BEDFORD, Mass. (Business Wire) -- Acme Packet® (NASDAQ: APKT), the leader in session delivery networks, and CallMiner, the market leader in speech analytics, today announced that CallMiner has integrated its Eureka Speech Analytics platform with the Acme Packet Net-Net Interactive Session Recorder (ISR) to create the CallMiner Eureka Speech Analytics in-network solution. CallMiner will market the combined solution to service providers to deliver new cloud-based customer intelligence services that are highly cost-effective and rapidly deployable. CallMiner will resell the Acme Packet Net-Net ISR as part of its Eureka Speech Analytics in-network offering, providing a highly scalable solution to capture, secure, archive and manage interactive session recordings. CallMiner joins the Acme Packet Pinnacle Partner Program as a Registered Reseller and an Interop Plus partner, having established interoperability with Acme Packet Net-Net session border controllers and ISR. Capturing customer interactions – IP sessions – in service provider networks using the Acme Packet ISR reduces complexity, increases dependability and improves recording quality over premises-based recording solutions typically deployed by enterprises. Using CallMiner Eureka Speech Analytics to extract customer intelligence from the recorded interactions provides significant value to enterprises that want an affordable highly-scaled, off-premise recording and analytics solution. The combined solution enables service providers to deliver meaningful, real-time intelligence to enterprises to leverage opportunities or address challenges. Clearwire Corporation deployed CallMiner Eureka Speech Analytics on premise in its Kirkland, Washington contact center in January, 2011. Clearwire Corporation Senior Vice President of Customer Care, Craig Reines, said, “CallMiner and Acme Packet joining forces to deliver a network-based analytics capability is great news. Speech analytics in the network means we will be able to get business intelligence faster on an entire array of company initiatives, including product releases and sales promotions.” “CallMiner's enterprise customers are seeking more scalable and cost effective solutions to recording, and integrating the Net-Net Interactive Session Recorder into our Eureka Speech Analytics in-network solution is a natural evolution,” said CallMiner's President and Chief Executive Officer Terry Leahy. “Clearwire's eagerness to move to in-network capture of the voice of its customers (VOC) is dramatic evidence the contact center recording paradigm is rapidly changing and being replaced with a significantly more cost-effective technology.” “The CallMiner Eureka Speech Analytics in-network solution is a ground-breaking offering enabling service providers to deliver valuable new services to their enterprise customers,” said Mark Vella, Acme Packet vice president of business development. “The ISR is ideally suited for this application because it is highly scalable and designed for highly available, multi-tenant applications.” About CallMiner CallMiner is the leader in enterprise speech analytics. CallMiner Eureka enables organizations to hear and act on the true voice of their customers as captured in contact center conversations. Eureka speech analytics automates the overwhelming process of extracting information from customer calls uncovering consistent and reliable information about customer demands, market trends, how well agents are meeting their service needs and more. This timely business intelligence can be leveraged by enterprises to improve customer service and sales, reduce the cost of service delivery, and identify areas for process improvements. CallMiner's customers realize improved customer retention, higher first call resolution, greater agent and supervisor productivity and lower quality assurance costs. For more information on speech analytics, please contact CallMiner at (239) 689-6463 or visit www.callminer.com. About Acme Packet Acme Packet (NASDAQ: APKT), the leader in session delivery network solutions, enables the trusted, first-class delivery of next-generation voice, 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 140 reseller partners worldwide. More than 1,350 customers in 105 countries have deployed over 12,000 Acme Packet systems, including 90 of the top 100 service providers and 32 of the Fortune 100. For more information visit www.acmepacket.com. Acme Packet 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, among other things, to our position in the session border control market, our expected financial and operating results, our ability to establish and maintain intellectual property rights, our ability to build and grow Acme Packet, the benefits and advantages of our products, including any enhancements or new features, services and programs, and our ability to achieve our goals, plans and objectives. Such forward-looking statements do not constitute guarantees of future performance and are subject to a variety of risks and uncertainties that could cause our actual results to differ materially from those anticipated. These include, but are not limited to: difficulties in growing our customer base, difficulties leveraging market opportunities, difficulties providing solutions that meet the needs of customers, poor product sales, long sales cycles, difficulty developing new products, difficulty in relationships with vendors and partners, higher risk in international operations, difficulty managing rapid growth, and increased competition. Additional factors that could cause actual results to differ materially from those projected or suggested in any forward-looking statements are contained in our recent filings with the Securities and Exchange Commission, including those factors discussed under the caption “Risk Factors” in such filings. CallMiner®, CallMiner Eureka!®, TopicMiner® and Tireless Supervisor® are registered trademarks of CallMiner, Inc. Media and Industry Analysts:CHEN PRRandy Wambold, +1 781-672-3119acmepacket@chenpr.comorCallMinerMichelle Craft, +1 239-689-6463, ext. 177michelle.craft@callminer.comorInvestor Relations:Acme PacketBrian Norris, +1 781-328-4790bnorris@acmepacket.com