What is a Softphone?
On a computer or handheld device, a softphone allows users to make and receive phone calls through VoIP (Voice over Internet Protocol). In addition to typical features like making and answering calls, transferring calls, putting callers on hold, and putting callers on hold, users can also control call functions by clicking or touching commands on the user interface. You just need a high-speed internet connection, a computer, a tablet or a mobile phone, and a softphone device to use it. It is usually recommended that you use special softphone headphones. A softphone replaces a traditional telephone with a device, while the Internet becomes the “phone line.”
Businesses like softphones because they don’t need to purchase expensive business-grade telephones or run new lines for their employees. Additionally, softphones can eliminate the need for an expensive PBX. Softphones can also support mobile workers or workers at home because they can make and receive calls regardless of where they are. Softphones are, however, not a perfect solution. When the internet connection or battery power fail, users may need to switch to other methods of communicating.
Contact centre softphones
Softphones are becoming more popular in contact centres for the following reasons:
- A single provider can handle both voice and data transmissions for contact centres.
- With the right equipment and connectivity, softphones enable at-home agent models because calls can be answered from anywhere.
- The ability to integrate softphones with CRM applications – using a softphone, a sales agent can call a number by clicking on it on the CRM screen, for example.
In any case, it is worth investigating whether softphones are the right choice for your company.