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Using Softphones on Scanning Devices to Improve Productivity and Customer Service Quality

By John Wigboldus

Softphones. I remember first using one and thinking “wow, now I can make a call using my computer and I don’t need to use the telephone at my desk!” Then I found out I could take my laptop with me and that as long as I had an internet connection, I could make phone calls as though I was in the office. I was blown away; true mobility and no more desk phones. This was over a decade ago now and the use of softphones has continued expanding. I see softphones now as a standard in call centers, on the mobile devices of road warriors, as part of specialized medical applications in hospitals, and the list continues to grow.

One of the most interesting things I have seen has been softphones on scanning devices from companies like Zebra, Honeywell, Panasonic and Datalogic. I never even thought of these devices as a market for CounterPath, but as these devices become more like consumer mobile phones, I can see the fit. The ever-increasing processing power and usability
 give industries like retail, transportation, healthcare and manufacturing opportunities to improve response times, workflows, productivity and customer service quality by investing in scanning devices and rugged handheld computers.


Like all investments, the ROI is key. Of course giving staff access to crucial business data and functionality helps with the ROI, but more and more companies are looking to add apps with enterprise use cases to enhance the ROI. This is good news for CounterPath,  as customers looking to add the ability to place and receive calls from the device, leverage instant messaging and presence, video calling and more. 

Why do they come to us? Well in a nutshell, our software simply works the best.

Why is that?

Our software has been tested and used by some of the most demanding users in the world who do not accept “satisfactory” software but instead seek the BEST. These users are generating revenue in call centres, running labs for telecom companies, creating new products where failure is not an option or seeking ways to radically improve their customer service and customer orientation. As icing on the cake, they all seem to have the challenge of managing deployments across the business in multiple locations with multiple PBXs and phone services to connect with. CounterPath can handle all these situations by deploying Bria with our Stretto Platform provisioning server.

As companies adopt scanners and rugged handheld computers, Bria helps justify the costs for corporate adoption and improves the ROI equation while workers get single device simplicity and improved functionality, leading to a better experience.

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John Wigboldus

About John Wigboldus

As Senior Vice President of Sales for the Americas, John is accountable for growing CounterPath's revenue in the North, Central and South American markets. He is responsible for the development and management of direct sales, channel activities and new partnerships with both service providers, OEMs and enterprise customers An entrepreneurial veteran of the technology industry, John brings over 25 years of sales, marketing and business development experience to this role. Prior to CounterPath he worked at Icron Technologies, Allstream, and Sutus. He was a senior leader and founder at ADZILLA new media and held sales leadership and operational roles at Voyus, C1 Communications, MetroNet, AT&T International and TELUS. John holds a Bachelor’s degree from the University of British Columbia as well as accreditations from the Sales and Marketing program at the British Columbia Institute of Technology.

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