Case Study: inContact achieves lower TCO and faster agent deployment with CounterPath Bria Contact Centre

incontact - Customer Case Study

inContact, a cloud contact center software leader, needed an IP softphone that could work with its cloud IP-PBX and ACD, support secure and high-quality communications, and be locked down so agents stayed focused. The company also wanted a solution that would simplify provisioning and maintenance across large deployments while reducing dependence on costly desk phones.

CounterPath implemented its Bria Contact Centre solution, customized and rebranded for inContact, with HD voice, limited agent controls, SRTP/TLS encryption, and centralized provisioning through the Client Configuration Server (CCS). The result was easier deployment and management of thousands of softphones, lower total cost of ownership, and faster agent onboarding; over 20% of inContact’s new accounts now include softphones, and the platform has also helped agents stay operational during disaster recovery events.

inContact