Synopsis In order to meet the requirements of a support center for a variety of online retailers, CounterPath, a global provider of secure Unified Communication solutions, developed a customized Bria softphone solution for 700 remote agents and a BYOC approach. With a remote user base working on personally owned computers, the Contact Center needed to provide agents with access to the company’s contact center and call delivery system on an elastic demand basis. The company had previous experience with CounterPath’s free X-Lite softphone and engaged CounterPath to determine if a Bria solution would be a good fit. “The reason we use BYO C for our remote agents is to avoid the hassle of sending out physical hardware and equipment to them, getting it back, and making sure its updated,

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