Acme Packet Session Border Controllers in the Contact Center

Contact centers are in the middle of a long-term transition from traditional TDM-based telephony to Voice over IP (VoIP). VoIP delivers significantly lower recurring costs and is a key enabler of contact center virtu­alization, allowing agents to work anywhere they have IP network access, including at home and while mobile. VoIP is also the critical first step toward truly comprehen­sive IP-based interactive communications - presence-enabled audio and videocon­ferencing, chat/instant messaging (IM), multimedia collaboration and communica­tions-enabled business applications. But significant challenges in security, interoperability, service assur­ance and regulatory compliance emerge as contact centers begin migrating voice, conferencing and other real-time interac­tive services from TDM to IP networks.

Session border controllers (SBCs) are being deployed by contact centers to enable the delivery of secure, high-quality, real-time interactive communications, including VoIP and UC. Similarly, service providers are using SBCs in their new offerings for their hosted and outsourced contact center solutions.