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5 Things I Love About Softphones
September 16th, 2016

5 Things I Love About Softphones

Kathi Fuhrman

According to Pew Research Center, only 35% of adult employees believe a desk phone is important to their job. Softphones allow business employees to take their calls outside of the office. The softwar...

According to Pew Research Center, only 35% of adult employees believe a desk phone is important to their job. Softphones allow business employees to take their calls outside of the office. The software is downloaded on a computer, tablet, laptop or smartphone to activate the service. Users may answer calls through a headphone or microphone. Many businesses utilize softphone apps or mobile VOIP by downloading apps onto employee smartphones. The number of softphone apps available for purchase or free download continues to rise. Many free options like Google Voice are easily accessible, but the features are fairly limited. To maximize the benefits of softphones look for a service that has these important characteristics:

1. Control outgoing display number

Some softphones let you control the outgoing display phone number. This keeps employee’s personal phone number private and appears as if they are calling directly from the office.

2. Place and receive work calls without using minutes

The best feature of softphone apps is employees make outbound and receive inbound calls without draining their personal mobile minute and data plan.

3. Access existing VOIP features

This is important for businesses with an existing VOIP service but who are exploring additional services. To maintain a professional appearance, team members need to have access to in-office features like:

  • Call transfer
  • Voice mail
  • One-click dialing
  • Extension-to-extension dialing
  • Call recording
  • Conference calls
  • Video conferencing
  • Usage reports

4. Easy to Implement

Softphones are fairly easy for you or your existing IT team to install. They offer versions for most devices and operating systems.

5. CRM integration

The best softphones integrate with customer relationship management software. Integration captures phone call information and data and logs it in the system. This is beneficial to all team members who then have instant access to customer information. Contact with customers is tracked within the same system and employees can provide a better overall customer experience.

Softphones provide multiple benefits including improved team productivity and increased flexibility. Remember to consider disadvantages before expanding your service. The greatest disadvantage is the reliance on a functioning internet connection. If internet connection is not consistent, call quality will be impacted. Delayed voice, dropped calls and crackly calls are all possible outcomes from poor internet service.

Softphones offer businesses a cost-effective method to improve employee workplace flexibility and customer experience. Look for softphone options offering the 5 characteristics listed above and prepare for possible disadvantages. If you are an existing VOIP services user, contact your carrier to see if they offer softphone options that meet these characteristics. Your business will improve overall efficiency while improving employee morale with increased flexibility.


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