Radware®, a leading provider of application delivery solutions and cyber security, today announced that Convergys has selected Alteon® 5224 ADCs to support its Verint VoIP Call recording solution across all of its call centers globally. Convergys currently has 14 Alteon devices deployed across four of its six data centers to support more than 90 VoIP recorders in their call system. The company is in the process of standardizing on Alteon as its load balancing platform to support call recording for all of its 150 call centers.
Headquartered in Cincinnati, Ohio, Convergys is a global customer management firm providing consistent, quality customer experiences for its clients with more than 150 call centers in 31 countries and more than 125,000 employees. Maintaining VoIP availability is critical for their business success.
“Radware allows us to load balance over a million voice calls per day across multiple recording servers for a large enterprise call recording system,” said Shawn Anderson, Director of Interactive Recording at Convergys. “The system is designed to minimize our downtime during planned and unplanned system outages compared to our prior solution.”
In addition to its core functionality, the Alteon offers 24 Gigabit Ethernet connections and 2 10 Gigabit Ethernet uplinks for traffic processing, which enables the device to intelligently identify incoming calls and split them so they are simultaneously recording and available for the operator. In a call center environment any scenario where recordings are lost can result in customer dissatisfaction. Radware’s Alteon ADCs deliver application layer health checks with automatic failover capabilities that automatically detect when a server is down and reroute the recording to another server.
Radware’s Alteon 5224 ADC delivers a complete set of layer 4-7 services that provides advanced, end-to-end local and global load balancing capabilities for mission critical applications in data and call centers: including content switching, session persistency, advanced server health monitoring, and content modification. This combined with security protections such as Denial-of-Service (DoS) mitigation and SYN flood protection guarantee application availability under all circumstances. To ensure complete business continuity and disaster recovery, the Alteon NG 5224 also offers a global server load balancing (GSLB) solution.
“We are thrilled to see Convergys standardize on Alteon ADCs for their call load balancing needs,” said David Anderson, Corporate Vice President North America for Radware. “Radware’s ability to provide global support at Convergys international locations, as well as the ability to effectively scale to the large volume of incoming call traffic Convergys sees at their data centers, were key factors in their decision process when selecting Radware.”
Convergys (convergys.com) delivers consistent, quality customer experiences in 47 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an extensive portfolio of capabilities, including customer care, analytics, tech support, collections, home agent, and end-to-end selling. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees, 125,000-strong in 31 countries around the world.
Radware (radware.com), is a global leader of application delivery and application security solutions for virtual, cloud and software defined data centers. Its award-winning solutions portfolio delivers service level assurance for business-critical applications, while maximizing IT efficiency.
Radware’s solutions empower more than 10,000 enterprise and carrier customers worldwide to adapt to market challenges quickly, maintain business continuity and achieve maximum productivity while keeping costs down.
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