Bria Call Centre Softphone - the application for a customer centric approach


Are you looking for an updated option for communicating with customers? This is where a softphone would be extremely helpful for all your calling needs with customers, vendors and business partners.

Even in the days of enhanced email solutions and instant messengers, more than 90% of customer interactions still take place over the phone. Phones are quite valuable in the realm of business communication. Especially so for sales and support teams.

Bria has been a capable and efficient softphone application in this context. As one of the most popular softphone VoIP apps currently available, it has been deemed as the complete communication management tool for businesses and individuals.
Bria Call Centre SIP utility

We assume you are already aware of what a VoIP service is. It is a protocol used for supporting VoIP calls. This helps the network to correctly configure and transmit or receive data with the internet telephony. In essence, a softphone can be considered to be equivalent to a digital phone that achieves the task of completing the call over the internet on your computer.

If you expect the SIP calling function to work efficiently, you would need a softphone client or an application that does the task. Bria for Call Centers is an example of a VoIP call centre client built specifically for enterprises, businesses and Original Equipment Manufacturers. It is designed to integrate ACD, IP-PBX and more in a single application. Bria is designed with both the business and the callers in mind. Developed by CounterPath, the softphone goes a long way in promoting optimised agent productivity.

The features offered by Bria Softphone


Well, now that you are aware of what a softphone app is, here is a list of benefits it would offer your organization:

The easy to use interface introduces efficiency to calls
The interface offered by Bria Call Centre is both streamlined and functional for any call centre. It puts all communication tools in one interface, and provides advanced call control functions like 3rd party call control, auto-answer, call transfer and forwarding, and call recording.

The System Tray Functionality
With this customization option, the Bria client stays in the system tray without affecting the normal functionality of your agent.This is yet another advanced feature that can enhance customer care agent performance. Your agent can concentrate on receiving calls without being distracted by the client application.

Option for multiple account integration
Streamline up to 5 calling or messaging accounts within Bria to manage communications efficiently. Bria Call Center is highly interoperable with market leading call servers, IP PBXs, and VoIP services, and also supports SIP messaging and 3rd party XMPP accounts, making it an omnichannel communication solution.

Setting it up


Account Settings Bria Softphone
CounterPath builds SIP-enabled softphones but doesn't provide the calling account itself. To use the softphone, you need to have a SIP call server or sign up with a VoIP providers first. There are many free SIP providers (ref: LifeWire.com) but rarely any of them offers free calls. Once you manage to find a free account, like the one we created at sip2sip.info, you can configure your Bria softphone to connect to that SIP account. If you have any previous experience working with a SIP account, the set up only takes a few minutes.

The Pros and Cons


As with any other application or software - Bria Call Center softphones also come with its own advantages and disadvantages.

Pros
  • The software offers you plenty of features making it one of the much-preferred solutions. Separate versions for individual platforms can be one of the perfect options that you want to work with it. The software comes with versions like Bria for Desktop, Bria Mobile for iOS and Bria Mobile for Android, making it one of the most versatile softphone solutions.
  • Ease of use and simple learning curve
Cons
  • The price tag better suits medium businesses to larger enterprises.

The Parting Thoughts


VoIP softphone applications would be an excellent option in elevating your business for efficient customer care. The ease of use, scalability as well as the integration options are all great reasons to consider your switch from landlines!


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