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Provide a high-quality, streamlined softphones for your call centre agents, and integrate softphones into your ACD, IP PBX and other applications
Various trends have prompted call centres to change and improve their operations in the last several years. Cost efficiency imperatives, self-service, social media, and cloud based solutions have driven changes within call centres. At the same time, businesses are seeking ways to differentiate themselves through strong customer interactions, new customer collaboration tools, new mediums and social media outlets to engage their customers, and ways to monitor, track and improve customer service with analytics.
CounterPath addresses the Call Centre needs of both operators and enterprises with Bria for Call Centres. With the Bria for Call Centre application designed with the “Agent experience” in mind, CounterPath is able to offer organizations an immediate competitive advantage with a solution that is scalable, and easy to deploy, integrates seamlessly into the enterprise architecture, and ensures optimal agent productivity. The Bria for Call Centres is available via the Branding process.
The Bria for Call Centre application not only provides a comprehensive suite of features, including voice & video calling; a broad range of codecs including HD Voice; security/encryption, including TLS (for SIP signalling) and SRTP (for media); 3rd Party Call Control (to enable a 3rd party Call Centre app to remotely control the Bria client via SIP signaling) and call recording but can be deployed as a standalone GUI-based soft phone client and can also be locked into system tray, so that the Call Centre agent only interacts with a single call centre application.
Other key features include:
* These features require the Stretto platform.
The Bria for Call Centre Feature Pack is built on open-standards enabling operators to take full advantage of the Bria softphone technology to use for its Call Centre functionality, providing both operators and enterprises with a best in class softphone solution.
The architecture also provides an API extension that enables 3rd party Customer Relationship Management (CRM) applications with fine-grained control of the Bria Call Centre client. This enables a wide range of functionality such as click-to-call from web pages to sophisticated Call Centre, Customer Relationship Management (CRM) and Health Care applications, giving organizations the ability to use the Bria call centre application as their core softphone client while maintaining the ability to build onto the application with other technology partners.
To learn more about how customers have deployed Bria for Call Centres, see our inContact case study.
CounterPath’s Bria for Call Centre application offers an easy way to deploy a call centre solution for your business today. If your are looking to differentiate yourselves from your competitors and create a best-in-class customer experience today, contact your CounterPath account manager today or complete a Sales Request Form and a sales representative will be in touch.
Combining voice and video calls in a user-friendly interface, CounterPath's X-Lite helps you seamlessly transition from a traditional phone environment into the world of Voice over IP.Download