CounterPath to Supply eircom With New Softphone Platform

February 02, 2015

Cloud Call Center Resource Contributing Writer

Many enterprises are still questioning the move to the cloud and replacing all, if not most of their hardware with solutions that don’t require the same on-premises infrastructure. While this caution was warranted in the past as the reliability of broadband technology was developing, the many redundant systems that are in place today to ensure business continuity, brings into question why it’s necessary to have an on-premises infrastructure. Ireland’s largest telecom provider, eircom, has chosen to deploy CounterPath’s Bria softphone platform in its customer service call center, so it can take advantage of the benefits this technology delivers.

According to CounterPath, provider of over-the-top (OTT) UC solutions for enterprises and operators, the Irish telecom will be replacing the IP handsets it is currently using by deploying around 2,000 branded desktop softphone clients. In addition to the phones, it will also integrate the CounterPath Stretto Platform solution for client provisioning and user management, giving eircom a comprehensive solution to increase employee productivity, lowering costs and offering the flexibility to address its customers more effectively.

Built on SIP and open standards, the Bria solution is compatible with many of the industry's standard platforms and devices, with features that can be deployed by business and enterprise users. It can be manually configured through the softphone Graphical User Interface (GUI) or by using the provisioning module of CounterPath's Stretto Platform.

CounterPath also announced the new Bria 4, a next generation softphone client with carrier-grade capabilities, which allows organizations to communicate easily from a computer desktop by replacing or complementing a hard phone. The Bria Software as a Service (SaaS) bundles the company’s Hosted/Cloud-Based Provisioning Module offering with Bria for CCS softphone clients.

“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,” said Todd Carothers, EVP of Marketing and Products at CounterPath.

Deploying a softphone solution gives organizations the flexibility to adapt to a rapidly changing environment. Whether it is using the integrated CRM solution to quickly respond to a particular marketing campaign, or have the company’s employees work from home because of an unforeseen disaster, the possibilities are many. These options and others will be available to eircom as it fully deploys the Bria platform by CounterPath.

Edited by Rory J. Thompson

Research Reveals Conferencing is Transforming the Workforce

February 02, 2015


By Michael Guta
TMCnet Contributing Writer

Today’s workplace has evolved into a collaborative ecosystem in which employees, partners, vendors and customers can come together seamlessly without having to worry about the past limitations of time and geography. Increasingly, the work that employees perform is being carried out with collaboration between many different assets, whether they are individuals or organizations. This transformation has introduced many challenges for enterprises as they try to cope with the flexibility the current information and communications technologies (ICT) provide. One of the tools playing a prominent role in this transformation is video conferencing, and a new report released by Wainhouse (News - Alert) Research, “The Collaborative Enterprise,” reveals conferencing is vital as employees take into account different options for the company they work for, including their quality of life (QoL).

Tech writer Katherine Finnell highlighted the significance of video in conferencing in an article written on TechTarget.com, by citing a Wainhouse report and how the trend is likely to increase as Millennials and mobile workers force organizations to change how they use conferencing services.

Finnell points out the generation that has grown up on YouTube (News - Alert) looks to connect with their colleagues within and outside of the company using video for a more personal touch, according to that report.

Wainhouse conducted an online survey made up of cross-functional decision makers at mid-to-large enterprises (more than 250 employees) and asked their strategy, collaboration habits, and the tools they used to accomplish these tasks.

The report shows the change is going to be driven by Millennials, because by 2020 they will make up 50 percent of the total workforce, changing many of the established procedures, tools, and general preferences that are currently part of the establishment.

Some of the other key drivers that will increase the adoption of conferencing technology according to Wainhouse Research include:

What we do – an increase to 3 percent in total GDP global investment to develop new products and services for the digital economy means more than $6 trillion (US) of accumulated digital capital investments, which will drive global output to be dependent on digital technologies and methodologies.

Where we work – where we work will no longer be dictated by a specific location. Broadband wireless, mobile technology and cloud services are making collaborative solutions functional from virtually anywhere.

Why we work – the QoL of employees is more important today, and the same drivers that motivated the employee of the past doesn’t carry the same weight. Finding the right balance between work and their personal lives is extremely important, and conferencing technology will make this possible.

How we work – Wainhouse stated, “The once powerful 'lone wolf' individual contributor has gone the way of the dinosaur.” This means today’s workers rely more on collaboration to meet their goals because it builds relationships and it is more fulfilling.

As the report said in the conclusion, “Users are increasingly embracing video conferencing to interact with their virtual peers.” Although having a face-to-face meeting is important, for the large number of Millennials that will make up the future workforce, not having to deal with business travel and miss time from their family is more valuable. At the end of the day, the technology available today increasingly questions the need to go anywhere to collaborate with anyone.

Edited by Rory J. Thompson