The use of softphones by contact center agents has been a growing trend for years. This has been true not just inside contact centers but also for arming remote workers with easy to use tools. Illustrative of this trend is the announcement by Vancouver, BC-based unified communications (UC) solutions provider CounterPath that Vodafone New Zealand has selected CounterPath's Bria UC clients to be used by contact center agents in South East Asia.
CounterPath, via distributor Soft Solutions Ltd., has purchased branded Bria softphone clients with the Call Center Module to interoperate with the popular Genesys platform which is deployed by more than 3,000 customers in 80 countries.
As CounterPath explains, the Bria UC softphones are part of CounterPath's Enterprise OTT (Over-the-Top) solution that focuses on enabling real-time multiple media communications and presence across virtually any standards-based call server platform. In fact, the company’s products work with a contact center infrastructures including those of Cisco, Genesys and Avaya.
"This deployment with Vodafone is another example of our leadership in the UC softphone market," said Todd Carothers, EVP of Marketing and Products at CounterPath. "Our customers are able to take advantage of Bria's high level of interoperability and customization to enable a flexible solution that meets their needs and technical requirements as well as leverage the customer's brand. These elements together highly differentiate CounterPath products from those of our competitors."
Another benefit touted by CounterPath for the Bria UC softphones are that they enable unified voice, video, presence and messaging across any device, network and platform that can be managed from the cloud. They are well-suited when used in conjunctions with their Stretto Platform(TM) server solutions by operators, OEMs and enterprises for use on fixed and mobile networks.
A great place to learn more about the latest industry trends in not just contact center solutions but also UC, VoIP, WebRTC and other technologies that are helping transform customer interactions is ITEXPO East which will be held in warm Miami Beach, Jan. 26-30.