Ireland's largest telecom operator has selected CounterPath, a developer of over-the-top (OTT) Unified Communications solutions for enterprises and operators, to deploy CounterPath Bria softphones in its customer service call center.
According to Counterpath, eircom will be replacing conventional IP Handsets with CounterPath's Bria softphone within its Customer Care call centers and will initially deploy close to 2,000 branded desktop softphone clients. eircom will also be deploying CounterPath's Stretto Platform solution for client provisioning and user management. CounterPath said that its Bria softphone together with Stretto Platform server solutions serve the need for Enterprise OTT communications by offering a solution which is easy to integrate into existing systems and enhances workplace productivity while reducing operating cost.
Declan O'Kane, Director of IT in eircom Consumer Markets
Bringing unified communications into the eircom Customer Care call center will ultimately provide a better experience for both our employees and customers. We chose CounterPath technology not only for its unmatched UC experience but because Bria softphones and Stretto server solutions are interoperable with the world's largest platforms and network systems including the Genesys platform on which our eircom call centers are based, making this call center upgrade both time and cost efficient. We look forward to working together and expanding our relationship.
Todd Carothers, EVP of Marketing and Products at CounterPath
Many businesses are identifying their call centers as places where they can increase productivity and reduce costs with a simple technology upgrade. Among them, operators are increasingly at the forefront because the productivity benefits of a unified communications solution translate into not only a better bottom line but increased customer satisfaction.