With a global call center market projected to reach $337.8 billion by 20181, CounterPath Corporation (NASDAQ: CPAH) (TSX: CCV), a leading developer of award-winning desktop, tablet and mobile VoIP software products and solutions, is deploying call center solutions that are meeting the needs of this growing market as seen in the solutions provided to customers like Telmex, inContact, Telefónica and Vivo.
Historically, companies that deployed call centers were forced to manage high operational and capital maintenance costs, inefficient call handling systems and a limited ability to support remote worker capabilities. However, IP-based technology is changing how companies use call centers. Lower upfront and maintenance costs, flexible deployment and administration capabilities, advanced security with signaling and media encryption and improved teleworker independence are all driving the growth in call centers.
To meet these requirements, CounterPath’s Bria softphone is the solution of choice for a growing number of call center operators worldwide. inContact, a cloud contact center operator in the US, has to date seamlessly integrated over 21,000 custom-branded Bria desktop softphone clients with their cloud technology. Bria’s intuitive user interface, HD quality audio and ability to be remotely provisioned allows inContact to offer a superior calling experience to call center agents. Telefónica Brasil’s Vivo and Telefónica in the Americas have deployed CounterPath’s Bria softphone clients in their call centers, while Telmex in Mexico has deployed both Bria and the Bria Software Development Kit (SDK) to increase its call center’s efficiency and cost-effectiveness. Scalable, SIP compliant and based on open standards, Bria is highly interoperable and can be easily integrated with leading call center solutions including those of Genesys and Broadsoft.
IP-based call centers are also taking advantage of the shift to cloud-based communications. CounterPath’s Bria clients and the Client Configuration Server (CCS) enable companies easily deploy and manage thousands of softphones within their environment. The CCS provides a centralized provisioning and automatic software delivery platform so call center agents can be smoothly and quickly on boarded with a fully configured softphone on a new workstation.
“In today’s competitive landscape, the ability to provide innovative communications solutions that meet and exceed market demand is critical,” said Todd Carothers, Executive Vice President Products and Marketing at CounterPath. “Our call center solution, especially when combined with our CCS technology, is giving companies a cutting edge solution that doesn’t just save them money – it actually improves the way they support their customers.”
Carothers continues, “Call centers are looking to leverage our software based solution so that they can elevate their offerings to their customers or their customers’ end users. We plan to further invest into the platform and integrate other technologies such as WebRTC and other significant platforms to enhance the call center offering.”
CounterPath’s unique offering includes options for call centers to add in branding and technical requirements that will help them differentiate their customer service capabilities. Several Bria call center delivery models are available in order to suit different customer needs. Bria can be customized to include or limit specific features and its user interface can branded and customized. Customers can also choose to integrate Bria with existing technology via CounterPath’s softphone SDK, softphone API or third party API extension.
For more information on CounterPath call center solutions, contact firstname.lastname@example.org.
1 Global Industry Analysts, Inc.
CounterPath’s SIP-based VoIP softphones are changing the face of telecommunications. An industry and user favorite, Bria softphones for desktop and mobile devices, together with the Company’s server applications and Fixed Mobile Convergence (FMC) solutions, enable service providers, OEMs and enterprises large and small around the globe to offer a seamless and unified communications experience across both fixed and mobile networks. Standards-based, cost-effective and reliable, CounterPath’s award-winning solutions power the voice and video calling, messaging, and presence offerings of customers such as Alcatel-Lucent, AT&T, Avaya, BroadSoft, BT, Cisco Systems, GENBAND, Metaswitch Networks, Mitel, NEC, Network Norway, Rogers and Verizon. For more information about CounterPath’s Bria softphone applications and provisioning solutions, visit: www.counterpath.com/products.
Hill + Knowlton Strategies