Contact Center Solutions Featured Article

TXU Energy Deploys Acme Packet Solution to Reduce Contact Center Costs, Improve Agility

December 12, 2012

TXU Energy, a retail electricity provider, has lately been experiencing significant cost savings and operational benefits at its contact centers after adapting Acme Packet’s Net-Net Enterprise Session Director solution.


Officials at TXU said they’ve deployed Net-Net Enterprise Session Director to bring secure and reliable Session Initiation Protocol (SIP)-based contact center services. The company is also saving on telecommunications expenses and improved business agility for its 1,500-agent contact center.

Acme Packet Net-Net Enterprise Session Director (ESD) is an enterprise session border controller (E-SBC) that allows the user to connect IP communications networks by safeguarding enterprise security, resolving interoperability problems and ensuring reliable communications.

Acme Packet E-SBCs are designed to protect and control real-time voice, video and unified communications as they traverse IP network borders.

"Acme Packet solutions help us realize all the cost savings and operational benefits of an all-IP contact center without sacrificing security or service availability," said Tony Jurica, Sr. Manager IT Operations, TXU Energy. "By migrating to SIP, we were able to improve business agility while reducing equipment and operating expenses."

The new deployment is helping TXU to consolidate operations into two geographically distributed contact centers for disaster recovery and business continuity. This service centralizes SIP control and helps TXU to securely control multiple outsourced contact center providers for supplemental coverage.

"Innovative companies like TXU are implementing SIP trunks and services to increase flexibility and contain costs," said Tim Ziemer, vice president of North America and Asia Pacific Japan sales, Acme Packet. "The Acme Packet Enterprise Session Director helped TXU streamline deployment and allows them to enjoy PSTN-like service quality for VoIP communications."

Based in Bedford, Massachusetts, Acme Packet designs and manufactures its products in the U.S., selling them through over 309 reseller partners worldwide.

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Edited by Braden Becker



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