Vancouver, BC, Canada, July 22, 2020 -- CounterPath Corporation (NASDAQ:CPAH) (TSX:PATH), a global provider of Unified Communications and Collaboration (UCC) solutions for enterprises and service providers, announced that its Bria Enterprise solution has enabled Genesis Financial Solutions to quickly adapt to remote working conditions in light of the COVID-19 pandemic.
The financial solutions provider, which specializes in ‘second-look financing' for consumers and merchants that are unable to borrow from a prime lender, provides direct-to-consumer credit cards to aid customers in rebuilding credit.
Genesis Financial Solutions has long relied on a virtual desktop infrastructure (VDI) for its operations, with a limited use of softphones. Being a credit card provider, Genesis relies heavily on a team of call agents to deal with the round the clock assistance its customers need. Upon having to rapidly shift to a remote working model due to the COVID-19 global pandemic, the team quickly realized its existing setup was not up to the task.
"The solution we had in place simply wasn't built for this," said Mike Smith, VP Technical Services. "Our team had difficulty logging in, establishing and maintaining a connection when working remotely." Smith and his team needed an efficient solution that would integrate into their existing VDI, creating a smoother process for the team, and providing full support throughout the deployment.
....NOTE - content continues below this message
INVITATIONWe invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!
>>>>> FIND OUT MORE: HERE
"We initially looked to our existing PBX provider for a softphone solution, but quickly discovered that the offering was far too complex, difficult to use, and they were unable to provide the support we needed to migrate in the first instance," added Smith. "Following a short engagement with CounterPath, we were quickly set up with Bria Enterprise licenses for the entire site. Bria Enterprise is now a vital part of our strategic solution, operating on our existing VDI. In running from the data center, all the heavy lifting and processing is done by large servers, resulting in seamless voice traffic."
"Not only has Bria Enterprise seamlessly slotted into our new remote working environment, it provides us with call encryption by preventing agents recording calls locally to give an extra layer of security," Smith concluded. "Customer support has been great, the technical sales team from CounterPath has been fantastic, and I've walked away with confidence in the support we're receiving."
"After years of increasing interest in a remote working approach, we're seeing an influx of organizations looking to move to that model, fast," said Todd Carothers, Chief Revenue Officer at CounterPath. "We are in a great position to help companies like Genesis Financial Solutions seamlessly switch to this new way of working. With the help of Bria Enterprise, no matter how disperse Genesis Financial Solutions workforce may be, we can quickly turn up users no matter where they are located."
Posted by Veronica Silva Cusi, news correspondent
About CounterPath Corporation:
CounterPath Corporation is a provider of Unified Communications solutions for enterprises, SMBs and telecom service providers. We have over ten years of software development expertise, and are known throughout the industry for our high quality products. Our Bria softphones for Desktop’s, Tablet’s and Smartphones offer efficient user interfaces and high stability. Our Stretto Platform is the market leading provisioning platform, and includes advanced analytics and push functionality for power-save on smartphones. We sell our SDKs and softphones to the world's leading call centers, and call center software vendors. . .
Published: Friday, July 24, 2020
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring