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#EC18: Contact Centers and Customer Experience

By Todd Carothers

Contact centers use UC solutions to improve their operations and maximize profits. With new technological developments resulting in smart devices and apps, contact center agents may find themselves more distracted than ever.

As digitization is fast becoming a whole new layer to the infrastructure of our existence and understanding, it’s inevitable that devices and apps will infiltrate the workplace and become the preferred choice of communication, with or without our blessing. This could cause confusion, pose security risks and prove a significant distraction for contact center agents. Digitization is seeping into all aspects of our lives. Harnessing employees' interest in digital communication means you can use these skills to better serve the organization. That way you're making good use of existing skills and opening channels through which you can better communicate company news and developments, reinforce brand pride and awareness, and keep up-to-date with team targets and progress.

We're living in a smartphone society:

  • 75% people consider web ‘important’ to their daily lives
  • Adult users spend 25 hours (over a day) a week on their connected devices
  • This explains why Dimension Data reports omni-channel as their top call centre trend
  • It is often said you need to be ‘where your customers are’: but what about your employees?
  • It's essential to equip employees with information to do their job well, whatever their preferred device

With that said, the UC customer experience has become more centered around smartphones and the smartphone economy.

Security and digital technology

With an ‘always-on’ workforce, regardless of the rules and sanctions in place, social media requires connected devices.

This could pose a security risk and with cyber crime at an all-time high, you need to ensure the safety of customer records. 

Since social media takes place on connected devices, employers need to ensure the safety of their customers' records.

Unified Communications

If you have a fully integrated, secure UC solution, it could bridge the gap between your employees’ work and social lives and offer a compelling solution.

If you're interested in a Bria for Call Center application that provides voice and video calling, a broad range of codecs, third party call control and more, we've got you covered. Want to know if this will work for your organization? Just have a look at the Bria for Call Center requirements page.

Todd Carothers

About Todd Carothers

Todd Carothers is the Executive Vice President of Marketing and Products at CounterPath and oversees Product Management and Marketing initiatives. Growing up in Silicon Valley and having witnessed the technical marvels coming out of Xerox PARC (where his dad was a patent attorney) Todd developed a deep passion for the high-tech industry. With a particular interest in Internet and mobile applications, Todd eventually found himself within the massive Telecommunications sector and companies that were on the leading edge of new services that added significant value to operators worldwide.