NICE inContact needed an IP softphone that would utilize all of the benefits of its cloud technology. However, a key requirement for call center agents is a user interface (UI) that keeps the agent focused on task. A softphone should not distract them with unnecessary features or provide access to any controls that could disrupt or disable the agent’s device. Functionality needs to be efficient, integrated seamlessly with the cloud, and locked down. CounterPath was chosen to fulfill these requirements.