SpeechLogix and CounterPath Team Up for Better Agent Performance in the Call Center

Improving agent performance and boosting efficiency has long been the goal of call center managers. When agents work more productively and help callers feel comfortable and pleased with their interactions, the better the business outcome.

Getting to this goal requires tools baked into the solution that support their needs. Things like intelligent routing, call recording, and other features can ease and improve how agents perform.

To make this possible for enterprises and services providers in Saudi Arabia, CounterPath (News - Alert) Corporation and SpeechLogix recently partnered up for an application called XLogix Platform.

Both companies said the goal is to reach further into the contact center market, which is expected to reach $72.3 billion by 2027.

Available for Mac Windows, Android (News - Alert), and iOS, the XLogix Platform is built on open standards and is a stand-alone solution. It makes seamless communications possible by using intelligent routing, so call center agents always have local numbers when calling out to more than 65 countries. It also provides additional UC solutions and localization services for operators and enterprises.

"The XLogix Platform is a clear example of what our Bria for Call Center solution can do for contact centers," said Todd Carothers, Chief Revenue Officer at CounterPath. "SpeechLogix was able to create the platform by customizing our call features and collaboration tools. It simplifies the user experience for agents and allows contact centers and enterprises to scale cost-effectively."

The company needed a vendor that was already familiar with the Middle East region, and CounterPath works with SMEs in Saudi Arabia. They needed an offering that was both interoperable and could be provisioned from a centralized location.

Service providers in the region are already customizing the platform to include features they require.

The Cloud Telephony and Contact Center solution leverages the Google (News - Alert) Cloud Platform (GCP) and artificial intelligence capabilities to simplify and improve the needs of businesses of all sizes.

Additional benefits provided by the XLogix Platform include automatically recording and analyzing all calls, monitoring and controlling budgets using an artificially controlled billing system, and using screen pop-ups to make day-to-day duties easier for help desks.

Edited by Maurice Nagle