Ctrip.com Selects Acme Packet to Rapidly Scale Contact Center Services

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Ctrip.com Selects Acme Packet to Rapidly Scale Contact Center Services

Acme Packet session border controllers deliver secure and reliable 24/7 network services for the operator of the largest contact centers in the Asian travel industry

BEDFORD, MA, January 27, 2011 - Acme Packet® (NASDAQ: APKT), the leader in session border control solutions, today announced that Ctrip (NASDAQ: CTRP), China's largest on-line booking company for hotel reservations, airline tickets and packaged tours, has deployed Acme Packet Net-Net® session border controllers (SBCs) to deliver IP communications to a new 24-hour global IP contact center with SIP trunking in Nan Tong, Jian Su province. With more than 40 million registered members, Ctrip has become one of China's best known brands, booking more than 2 million room nights a month in its network of more than 32,000 hotels worldwide. Averaging 40 percent year over year growth, Ctrip has launched the new IP contact center with 12,000 call agents to help it respond to growing worldwide demand for its services.

The Nan Tong contact center leverages SIP trunking services that enable Ctrip to significantly reduce telecommunications costs. Together with its operations in Shanghai, Ctrip operates what is believed to be the largest on-line travel service in Asia.

"Acme Packet's session border controller solution is critical in helping us achieve our goal to provide excellent customer service while ensuring network security," said Chen Min, General Manager of the Ctrip Research Center. "By enabling us to migrate from our legacy call center infrastructure and launch contact centers leveraging an all-IP communications infrastructure, the Acme Packet implementation has helped us to achieve our customer service goals while dramatically reducing costs."

The Acme Packet SBC implementation was deployed by system integrator WILCOM Information Technologies, an Avaya Connect partner. Acme Packet Net-Net enterprise SBCs provide critical security that prevents unauthorized or malicious traffic from breaching the Ctrip network while also preventing denial of service (DoS) attacks. The solution is designed to deliver highly available service, ensure service level agreements (SLA) and simplify regulatory compliance - all while dramatically lowering costs.

"Addressing Ctrip's customer service and network performance goals required the transition to an all-IP communications infrastructure," said Dino Di Palma, Acme Packet VP of worldwide sales and business development. "Acme Packet's SBC solution will enable Ctrip to scale its communications infrastructure to meet the demand its dramatic success has created."

About Ctrip.com International, Ltd.

Ctrip.com International, Ltd. is a leading travel service provider of hotel accommodations, airline tickets, packaged tours, and corporate travel management in China. Ctrip aggregates hotel and flight information to enable business and leisure travelers to make informed and cost-effective bookings. Ctrip also books vacation packages and guided tours. In addition, Ctrip corporate travel management services help corporate clients effectively manage their travel requirements.

 

Ctrip was founded in 1999, with headquarters in Shanghai and 10,000 employees located in 11 branches in 11 cities and offices in four other cities. The company held an initial public offering on the NASDAQ exchange in December of 2003 and has become one of the best-known travel brands in China.

 

About Acme Packet

Acme Packet (NASDAQ: APKT), the leader in session border control solutions, enables the delivery of trusted, first-class interactive communications-voice, video and multimedia sessions-and data services across IP network borders. Our Net-Net family of session border controllers, multiservice security gateways and session routing proxies supports multiple applications in service provider, enterprise and contact center networks-from VoIP trunking to hosted enterprise and residential services to fixed-mobile convergence. They satisfy critical security, service assurance and regulatory requirements in wireline, cable and wireless networks; and support multiple protocols-SIP, H.323, MGCP/NCS, H.248 and RTSP-and multiple border points-service provider access and interconnect, and enterprise access and trunking. Over 10,000 Acme Packet systems have been deployed by more than 1,180 customers in 105 countries. They include 92 of the top 100 service providers in the world and 11 of the Fortune 25. For more information, contact us at +1 781.328.4400, or visit www.acmepacket.com.