The softphone capabilities they’d been looking for
iPacesetters' previous software lacked the softphone feature needed to connect with customers, so iPacesetters utilized a free online microSIP as an affordable replacement. This application was difficult to use, however, and often caused dropped calls, poor audio quality, and a significant increase in agent downtime.
For Sarah Lawes, Sr. Director of Workforce Management & Analytics at iPacesetters and someone who has been with the company for three and a half years, the microSIP also caused continuous headaches within her work. To add to the inefficiencies, their internal scripting only ran on Internet Explorer and frequently lost their system settings, forcing contact center supervisors and administrators to reconfigure the settings before agents could begin taking or making calls.
“Our microSIPs were unreliable at best. The call quality was just awful,” Sarah said. “The calls would drop and the agents would get logged off. The settings would change, it’d go in and mess with their passwords. There was just so much going on with the microSIPs.”
The issues with their software were costing iPacesetters an estimated 1,000 hours of agent downtime every month and wasting valuable time for Sarah and other contact center administrators.
iPacesetters had already been using Connect First’s products for several years. When Connect First unveiled their new platform, CF Agent, iPacesetters knew they’d found the solution they need and wanted to migrate to it right away. CF Agent’s integrated softphone was the most important feature for Sarah and the iPacesetters team and the results were exactly as they hoped.
“The integrated softphone was the big selling point,” Sarah said. “Once we got in there and tested it in the first two sites and saw the huge improvement in agent downtime, then it just took off. We instantly saw the improved productivity.”
The new softphone offered a significant increase in call and audio quality — so much better, in fact, that some agents had a hard time telling when the call was finished. The lack of static, dropped calls, and audio issues was a relief for the team, as well as their clients and customers.
“The integrated softphone is amazing, the call quality is amazing,” Sarah said. “There are so many good features about it.”
