Convergys deploys Alteon ADCs from Radware at call centers

BPO major Convergys has selected Alteon 5224 ADCs from Radware to support its Verint VoIP Call recording solution across its call centers.

Convergys has deployed 14 Alteon devices across four of its six data centers to support more than 90 VoIP recorders in their call system. The customer care 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.

The Cincinnati, Ohio-headquartered Convergys has more than 150 call centers in 31 countries and more than 125,000 employees.

“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.

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.

Radware said its 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.

In addition, Radware’s Alteon 5224 ADC delivers a set of layer 4-7 services that provides load balancing capabilities for mission critical applications in data and call centers including content switching, session persistency, advanced server health monitoring, and content modification.

Security protections such as Denial-of-Service (DoS) mitigation and SYN flood protection guarantee application availability are some of the other features. To ensure complete business continuity and disaster recovery, the Alteon NG 5224 also offers a global server load balancing (GSLB) solution.

Arya MM
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