AudioCodes has been partnering and collaborating with Interactive Intelligence for over a decade. AudioCodes is committed to enabling advanced network connectivity solutions for Interactive Intelligence Customer Interaction Center (CIC ). AudioCodes MediaPack and Mediant Media Gateways are tightly integrated with Interactive Intelligence CIC, providing comprehensive Contact Center and Enterprise IP Telephony solutions.

AudioCodes’ Media Gateways and Enterprise Session Border Controllers (E-SBC) have been selected by Interactive Intelligence as their recommended and validated devices for integration with their contact center and IP Telephony solutions. These products are listed on the Interactive Intelligence Testlab website, along with their relevant documentation:

• Session Border Controllers
• Analog Gateways
• Digital Gateways
• AudioCodes Cards

In addition to the existing Interactive Intelligence-verified AudioCodes products, there are additional products that have been tested by AudioCodes to be fully interoperable with Interactive Intelligence solutions.

Interactive Intelligence Customer Interaction Center – AudioCodes Solutions

AudioCodes’ products provide solutions to complement Interactive Intelligence platforms in many different scenarios. Among the solutions offered by AudioCodes are:

• TDM Trunking
• Secured SIP Trunking
• Connecting remote CIC agents
• Branch office appliances

TDM Trunking

AudioCodes Mediant Gateways enable CIC deployments to connect to legacy TDM PBXs and the PSTN, offering broad TDM interoperability with PBXs and PSTN switches. The Mediant gateways feature a range of densities and interfaces to accommodate different sizes of contact centers and types of TDM trunks. The gateways offer superior voice quality and, optionally, SIP Call Progress Detection (CPD).

Secured SIP Trunking

SIP Trunking services allow enterprises to eliminate costly TDM Trunks and enjoy significantly lower calling rates to PSTN destinations. For any enterprise, including those deploying Interactive Intelligence’s CIC systems, AudioCodes Enterprise Session Border Controllers (E-SBCs) are a key component in the migration from TDM to SIP Trunking. The E-SBC acts as the point of demarcation between the Enterprise VoIP network and the service provider’s SIP trunking service. The E-SBC establishes a secured connection to the SIP Trunk and filters unwanted traffic from the Internet. By using the E-SBC’s Back-to- Back-User-Agent (B2BUA) function, the enterprise can hide its network topology from the service provider.

Gateways for Connecting Remote CIC Agents

For distributed Contact Centers with remote agents working from home, AudioCodes E-SBCs support a comprehensive implementation of NAT traversal and other security features. AudioCodes High Definition IP Phones provide the remote agents with the added value of high quality voice when conducting an end-to-end VoIP call.

AudioCodes MediaPack 20x Broadband VoIP gateways are ideal for connecting remote home-based agents who still use analog phones and fax machines. These gateways also feature 1 to 4 LAN ports with wireless router and a firewall for connecting the agents’ PCs and laptops.

Branch Office Appliances

Interactive Intelligence CIC applications such as SIP Proxy and Media Server can run on an optional Open Solutions Network (OSN) Server module, integrated and running on the AudioCodes Mediant 1000 platform. By doing so, distributed enterprises with CIC deployments in several locations can save on operational expenses, reduce footprint and integrate the full branch solution into a single device.

The Mediant 1000 MSBG (Multi-Service Business Gateway) is an all-in-one gateway solution for the distributed Contact Center, combining Media Gateway, Server, WAN Access, LAN Switch, Router, Enterprise SBC and Stand-Alone Survivability (SAS) functions in a single, easy-to-manage platform. This is an ideal solution for ensuring service continuity for remote CIC agents in a branch office location: ensuring secured voice and data connectivity to the WAN and to the main CIC Application Server in regular operation, and enabling inbound and outbound calling through the PSTN in cases of WAN failure.

AudioCodes Benefits for Interactive Intelligence Deployments

• Broad interoperability list with TDM PBX and IP PBX vendors for an easy connection between CIC and any PBX system
• Operational cost savings resulting from secured SIP Trunking connectivity from CIC premises to Service Providers
• Integrated Gateway Configuration - CIC can automatically configure AudioCodes gateways, speeding installation and reducing configuration troubles
• Advanced Security implementation (SRTP, SIP/TLS), supporting interoperability with Interactive Intelligence’s own security features
• Worldwide PSTN homologation base for direct connections to the PSTN in 100+ countries
• Media gateway with integrated Open Solution Network (OSN) Server can be employed as a branch appliance for running specific CIC applications in remote offices
• Strong implementation of T.38 Fax
• Support for direct connection to Microsoft Lync Server 2010, Office Communications Server 2007 R2, and Exchange Server 2007/2010
• Scalability to over 16 T1/E1 spans using the High Availability Mediant 3000, 5000 & 8000
• User friendly remote management via AudioCodes’ Network Management System
• PSTN survivability for SIP, analog and fax endpoints during WAN failure scenarios
• Superior Voice Quality with HD VoIP technology