Aculab, a provider of enabling technologies for the communications market, has announced that Nixxis, a global provider of customer interaction solutions for businesses, has selected Aculab's ApplianX brand of IP gateways to provide protocol conversion and connectivity between its IP-based customer interaction/contact centre solutions and legacy TDM networks. Nixxis is initially utilising the ApplianX IP Gateway in select customer deployments in Western Europe, and plans to expand use of the ApplianX IP Gateway to other geographies in the near future.
Nixxis is said to provide business drivers through a wide scope of IP-based customer relationship management tools and applications, including customer interaction and call centre solutions, advanced call recording and reporting features, management tools, and powerful multi-media agent solutions.
Working in disparate geographies calls for Nixxis to understand and manage various network infrastructures and protocols, particularly in locations where the customer is using legacy TDM technology as its core infrastructure. To help address these challenges, Nixxis is deploying the ApplianX IP Gateway as its lead solution for protocol translation and compatibility issues. The ApplianX IP Gateway supports a wide range of IP and TDM protocols in both enterprise and service provider environments.
"We designed the ApplianX IP Gateway with customers like Nixxis in mind, specifically, communications providers who are looking to use the gateway to solve a particular problem," explained Tim Joint, Commercial Manager for the ApplianX products. "This single purpose philosophy is a very compelling attribute and gives companies like Nixxis the appropriate functionality they require in a user friendly, plug-and-play format that needs little support."
The ApplianX IP Gateway also includes a wide range of routing options for both SIP-to-TDM and SIP-to-SIP conversions, as well as load balancing between endpoints on a round-robin basis, ensuring that calls are automatically routed away from unresponsive endpoints. Reliability features are also built into the gateway, with TDM fallback support enabling the ApplianX IP Gateway to complete inbound and outbound calls and other medias even in the event of an IP network failure.
In addition to comprehensive protocol support, the ApplianX IP Gateway's operational resilience was also appealing to Nixxis. Features like dynamic routing and load balancing give Nixxis customers a number of options to remain online in the event of a network failure.
"Maintaining reliable communications is a critical element for every business, and nowhere is this more essential than in the interaction/contact centre," explains Marc Temmerman, CEO of Nixxis. "Organisations that value their relationships with customers simply cannot afford any downtime in the contact centre. The ApplianX IP Gateway serves a vital role in delivering the reliability and seamless connectivity our customers demand."
"We've looked at a number of competitive gateways, and they've always paled in comparison to the ApplianX products," concludes van der Kraan. "In terms of reliability, functionality, adaptability, scalability, and certainly operating simplicity, the ApplianX IP Gateway exceeds our expectations."