Sonus and Numonix Team to Deliver Enhanced Customer Service Experience

WESTFORD, Mass. & BOCA RATON, Fla.–(BUSINESS WIRE)–Sonus Networks, Inc. (Nasdaq: SONS), a global leader in enabling and securing real-time communications, and Numonix, an innovator of interaction recording solutions, announced today 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.

“Protect 3 Mission-Critical Contact Center Assets: Customer Experience, Customer Support and Revenue”

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).

Quotes:

“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.”

Additional Resources:

• Sonus recently sponsored two contact center webinars:
  • “Protect 3 Mission-Critical Contact Center Assets: Customer Experience, Customer Support and Revenue,” co-hosted with Numonix. For the replay click here.
  • “Three Ways to Increase Customer Satisfaction (and Profitability) in Contact Centers.” For the replay click here.
• Click here to download electronic copies of Sonus’ reference guides: SIP Trunking for Dummies, Session Border Controllers for Dummies, WebRTC for Dummies and VoLTE for Dummies.
• Click here for information on Numonix RECITE.
• Click here for Numonix’s data sheet “Introducing Enterprise Recording in Collaboration with Sonus.”

Tags/Keywords:

Sonus Networks, SONS, SBC, Numonix, contact center, network security, call recording, voice logging, interaction recording, RECITE

About Sonus Networks:

Sonus enables and secures real-time communications so the world’s leading service providers and enterprises can embrace the next generation of SIP and 4G/LTE solutions including VoIP, video, instant messaging and online collaboration. With customers in nearly 100 countries and nearly two decades of experience, Sonus offers a complete portfolio of hardware-based and virtualized Session Border Controllers (SBCs), Diameter Signaling Controllers (DSCs), policy/routing servers and media and signaling gateways. For more information, visit www.sonus.net or call 1-855-GO-SONUS.

About Numonix:

Numonix is an innovator in the development of interaction recording and quality management solutions that are deployed globally in contact center, customer service, financial, healthcare, public safety and compliance oriented businesses. Through a network of authorized partners, the company provides innovative, cost-effective solutions including call and screen recording, quality management and compliance call masking. For more information on Numonix, visit https://www.numonix.co or call 1-855-NUMONIX.

Important Information Regarding Forward-Looking Statements:

The information in this release may contain certain forward-looking statements within the meaning of the U.S. Private Securities Litigation Reform Act of 1995 regarding future events that involve risks and uncertainties. Although Sonus believes that its expectations are based on reasonable assumptions, readers are cautioned that these forward-looking statements are only predictions and are subject to inherent uncertainties, risks and changes in circumstances that are difficult to predict. All statements other than statements of historical facts contained in this report are forward-looking statements. Our actual results may differ materially from those contemplated by the forward-looking statements. For further information regarding risks and uncertainties associated with Sonus’ business, please refer to the “Management’s Discussion and Analysis of Financial Condition and Results of Operations” and “Risk Factors” sections of Sonus’ filings with the Securities and Exchange Commission. Any forward-looking statements represent Sonus’ views only as of the date on which such statement is made, and should not be relied upon as representing Sonus’ views as of any subsequent date. While Sonus may elect to update forward-looking statements at some point, Sonus specifically disclaims any obligation to do so, except as required by law.