Any business that has spent time dealing with phones would probably have come across the word softphone.

This term is no longer a brand-new word for the market.

Chances are that most businesses have already created a curiosity in knowing about what is a softphone?

How softphone differs from traditional phones?

And, why one must start using softphones?

To know more about these questions continue reading…

What is a Softphone?

The word softphone itself implies that it is a software program that offers telephone functionality.

A softphone is a software application that allows users to use a pre-existing device to make phone calls using the internet without requiring designated physical hardware.

Usually, they are designed like a traditional phone with a display panel and buttons for the user to use for the interactions and control like a standard phone interface.

Softphones are configured to work with external hardware devices like web cameras, microphones, and speakers.

The technology behind the softphone that enabling softphone to make calls easily is VoIP (voice over internet protocol).

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How Does a Softphone Work?

VoIP provides users the opportunity to combine a telephone with a computer that allows users to place and receive calls using a strong internet connection.

• Softphones can run on most devices as long as the device has a microphone and speaker. It also runs on platforms like chrome, safari etc., if the installation has been set up.
• As the softphone mimics the traditional phone, it has all the features written into software providing a friendly and intuitive experience.
• Softphone has some powerful additional features known as drag and drop interface that eases the work of remembering which button on your phone disconnects the call, put a call on hold or transfer a call when required.
• The softphone allows you to access the business contact directory, keeping your contacts private.

Key Requirements of Softphone to Work:

• Softphones allow you to connect with another device only when the device supports Voice over internet protocol (VoIP).
• Endpoints of both devices should at least share one common codec.

What are the Advantages of Using Softphone?

There are many advantages that a softphone provides and has a significant advantage over desk phones. Few advantages are:

#1. Portability:

• The main advantage of using a softphone is its portability.
• You can install a softphone on any device you choose to use. (Mobile, laptop, tablet, etc.)

#2. Low Charges:

• Using softphones, you’ll be able to make calls over the internet that saves you long-distance charges, especially when talking to another softphone.

#3. Integration:

• Softphones have the advantage of integrating well with other applications.
• For example:
  1. Video teleconferencing
  2. Whiteboards, that allow both the users to write on a virtual chalkboard and each can see what the other is drawing.
  3. Share a word document that would be able to see and change by both the users.

#4. Instant Messaging:

• Softphone centralizes all your communications in one place and makes it effective for you to respond quickly to your customers or employees.
• All your work messages and communications in one place reduces your effort of searching for one message delivered from different sources.

#5. Presence:

• Softphone shows the status of your team as online or offline, whether they are busy or in a meeting etc.
• You don’t need to send messages to anyone to wait for someone to respond.

#6. Multiple Phone Lines:

• Softphone enables you to configure through a cloud server system whenever you add a new phone line.
• The new phone lines get automatically updated within your existing contact list on your system.

#7. Incoming Call & Voicemail Notifications:

• Softphone empowers your team to work efficiently by allowing them to get instant access to all their office communications as a push notification on their mobile phones.
• The transcriptions of the contents of the audio files will get directly delivered to the mail helping your team to decide whether to take the call or follow up later.

#8. Video Calls:

• Softphone video calls provide you the flexibility to connect with a colleague or your customer over a work phone at a moment’s notice.
• You can also see when your team is available through the presence option and send them a message asking for a good time to connect.

#9. Call Transfer:

• Call transfer is one area where softphones have an advantage over traditional phones.
• Using a softphone, the user cans select the call transfer icon and then enter the call transfer number.
• This feature in softphone eliminates the need to remember or lookup for various digit combinations to enable call features that you would do on traditional phones.

#10. PSTN Calling:

• Softphones using the internet can place calls to the Public Switched Telephone Number (PSTN).
• This calling is done as a part of a VoIP solution that includes a VoIP gateway with connectivity to the PSTN.
• Softphone has the ability to connect with PSTN service provider when the location is changed.
• The interesting feature about softphones is that the telephone number moves with the location change.

What Features Does a Softphone App Have?

As we now got to know what is a softphone & its advantages, let’s take a look at the key features that a softphone app has.

#1. Visual Voicemail:

• When your extension is busy or unreachable or you choose not to take a call, callers have an option to leave a voice mail that appears in chronological order on your smartphone.
• Voicemails are one of the great improvements on softphones that allow you to get an audio file through mail or push notification on your smartphone.

#2. Drag & Drop Call Transfers:

• The drag and drop interface on softphone are easy to understand and avoids confusion between the buttons.
• Using a softphone, you can perform a blind transfer where you can select an option for transfer, and dial the extension or a number you would like to transfer.

#3. Shared Contact Lists:

• Through softphone, you can subscribe to a company list, or share your contacts with co-workers.
• This feature tremendously helps your team in finding client contact details just by asking your colleague who shares the contact.
• Be it a large or small organization, this feature will save time in manually dialling every extension to find the client’s contact details.

#4. Conference Calls:

• Softphone provides the flexibility to connect easily with your colleagues or teams via a conference call through work phones.
• The option of switching the meeting between mobile phone and desktop allows users to have a call on their preferred device (just in case if they need to step away)

#5. Easy Switching From Music to Calls:

• Softphone offers the flexibility to switch instantly from music to calls without having to change the headset.

How to Choose the Right Softphone Provider for Your Business?

When choosing a softphone provider, you must consider what features matter to your organizational culture.

Softphones have the all-basic features as desk phones but not all softphone providers offer similar features.

When researching softphones, make sure that few key features like voicemail, call transfer, SMS and MMS support, call recording are available.

The softphone you choose must also be compatible with your existing operating systems and easy to integrate with your CRM and email systems.

Few things that might include in your softphone are:

#1. Integrations:

Many businesses have a wide variety of mobile applications to help and manage support, sales, operations, marketing that are not connected and result in data loss and raise issues with accuracy.

So, when researching softphones look for the one that gets easily integrated with your commonly used CRM and Outlook.

#2. VoIP Protocol Compatibility:

Different communication protocols determine how data is processed and transferred over a given network.

So, it’s essential to check your IP provider protocol compatibility, so that softphone supports the same.

#3. Support & Security Features:

Like with all software, softphones are also susceptible to be attacked with bugs and issues.

So, it’s important to check with your softphone provider what support options are they providing so that they can help you when issues arrive.

Altogether, the softphone can make wonders and help businesses that are working on a tight budget, or needs a less expensive and more versatile alternative to traditional desk phones.

Conclusion:

Switching to softphone from traditional phones will improve your ability to collaborate more with your employees and improves productivity levels by simplifying communications in your office.

As the new norm of working from home and working from remote areas has been rapidly evolving due to plenty of tangible benefits.

A softphone system is one of the best solutions to be adapted in your company if you’re trying to build a flexible working environment.

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