Soft Phone to fuel work from home concept

HYDERABAD: In an attempt to popularize the work-from-home concept, California-based Five9 Inc, a provider of on-demand call center solutions recently released-Soft Phone, a software that allows contact centers to add agents in shorter time frame.

Primarily, the software claims to be an ideal solution to promote work from home concept as it doesn't require a public IP address to communicate. Moreover, users can converse using a USB headphone when plugged on to a computer.

The company stated that Soft Phone is a faster, simpler solution and ensures sound quality of the voice over IP technology. It further said that supporting the concept of distributed contact centers it thereby eliminates additional hardware costs for each agent and location.

Soft Phone also targets large contact centers that are using traditional sound cards and voice gateways to communicate to overseas customers.

Dadi Bhote, executive director, Hypersoft Technologies, the only premium Indian reseller partner (for Five9) said, “Communicating using sound cards doesn't ensure good quality, because of variations. They also use much bandwidth. This software is easy to install and new contact center agents can be added in minutes.”

Hypersoft Technologies has been toying the idea of taking BPO to homes for quite sometime. Bhote said, “We had some issues since communicating using voice gateways requires a public IP address. Soft Phone eliminates this and we now foresee that this concept of working from home can perfectly work out. So adding agents is no more an issue.”

Hypersoft is testing this concept in pilot phase and Bhote assures that it would be rolled out shortly.

According to Bhote, globally, this software is catching up fast and large contact center customers are looking at the product closely. “With numerous BPO's setting up shop in India and with the existing ones' expanding, the software has tremendous market potential,” said Bhote.