TechValidate Research on CounterPath


CounterPath Case Study

Omnichannel Contact Center Solution Provider

Introduction

This case study of a small business computer services company is based on a November 2018 survey of CounterPath customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Deploying a CounterPath solution has streamlined communications within our organization, increasing productivity and responsiveness. "

“CounterPath’s solution is easy for our operations team/IT to deploy, manage, and update.”

“We realized cost-saving and increased employee satisfaction after deploying our CounterPath solution.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select CounterPath:

Top purchasing drivers for purchasing a CounterPath solution:

  • Switch from hard phones to softphone/UC solution
  • Gain a mobility solution

Vendors/solutions evaluated before choosing CounterPath:

  • X-Lite

Use Case

The key features and functionalities of CounterPath that the surveyed company uses:

  • Used in conjunction with their CounterPath solution:
    • Avaya
    • Genesys

Results

The surveyed company achieved the following results with CounterPath:

CounterPath solution capabilities compared to other solutions used or tested:

  • Performance: On par
  • Voice quality: On par
  • Ease of use: On par
  • Reliability: On par
  • Scalability: On par

Operational benefits realized as a result of deploying their CounterPath solution:

  • Provided deployment flexibility




About This Data

This data was sourced directly from verified users of CounterPath by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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