Announcement

Vodia Networks, Inc. Now Integrates with the NICE AI CX Platform

Published on:

June 5, 2024

Vodia Networks, Inc. now integrates with NICE, the leading cloud-native customer experience (CX) platform, through the Session Recording Protocol (SIPREC). SIPREC is an open SIP-based protocol that records calls by establishing a session through a System Resource Controller (SRC) and Software Requirements Specification (SRS). This integration enables seamless recording and management of customer interactions across various data sources and channels. Vodia's cloud phone system, which introduced SIPREC in 2018, supports NICE Enlighten XO, an AI-driven platform that optimizes digital CX by analyzing conversations and prioritizing automation opportunities.

Vodia Networks, Inc. is pleased to announce we now integrate with NICE, the world’s #1 cloud native customer experience (CX) platform, thanks to SIPREC. But what is SIPREC?

Session Recording Protocol (SIPREC) is an open SIP-based protocol for recording calls, one compatible with numerous call recording system providers and Session Border Controllers (SBC) that support its interface. The recording device establishes the communication session, which is recorded by a System Resource Controller (SRC) and the Software Requirements Specification (SRS). The media path between users is accessed by the session recording client. The recording session is established with the SRS, then replicated media is delivered to the SRS. The standard for SIPREC is defined by the Internet Engineering Task Force (IETF), the Standards Development Organization (SDO) for the Internet. The IETF establishes voluntary standards which equipment vendors, Internet users and network operators universally follow. By implementing these standards, the IETF supports the development of the Internet. 

Vodia is the industry’s leading cloud phone system, and our recording interface arsenal has long included SIPREC, with its formal introduction in version 61 in July 2018. It has been bolstered and enhanced with subsequent releases, and we now interface with NICE’s scalable, secure and robust AI CX platform for easy recording and management of customer interactions from multiple data sources and channels. 

Recording is one of the core functions of contact centers: it captures digital, screen and voice interactions for key insights into customer behavior that ultimately improve the customer experience. It’s at the heart of many of the applications required by banks, call centers, emergency services and financial institutions, all of which require secure communication and data protection, both foundations of our platform. We are a call center pioneer, and we continue to enhance and improve our contact center solution. 

The Vodia cloud phone system supports NICE Enlighten XO (Experience Optimization), which analyzes conversations to build effective self-service and transform digital CX. Driven by AI purpose-built for CX, it combines the largest dataset of historical conversational data with voice and text interactions to prioritize automation opportunities by ROI, eliminating guesswork. Vodia’s multi-tenant software enables Enlighten XO and other NICE platforms to capture all call and screen requirements, then makes them easy to find via the NICE management portal. 

Want to know exactly why more and more AI-driven customer service platforms, contact centers, enterprises and SMBs look to Vodia for peerless cloud telephony and seamless integration? Email us, sales@vodia.com, or call us,  +1 (617) 861-3490. Like NICE, we’re all about customer service and market-leading software. 

About NICE

With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com

About Vodia

Vodia Networks, Inc. is a pioneering provider of B2B Cloud Communications Solutions catering to enterprises, contact centers and service providers. Vodia's PBX software boasts an extensive suite of business telephony features for on-premise and cloud-based systems and operates seamlessly across Windows, Linux or Mac platforms. Fully compliant with SIP industry standards, the Vodia phone system integrates effortlessly with a wide range of SIP-based devices and trunking providers, granting ultimate freedom in telephony. Vodia’s multi-tenancy platforms are compatible with an unprecedented number of technologies, including desk phones, softphones and APIs, for myriad third-party software and CRM systems. Our mission is to empower our partners and end-users with the world's best cloud PBX and personalized support to ensure their success at every turn. Visit Vodia on LinkedIn, Twitter and YouTube

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