All You Need to Know About the Softphone Solution
What is a Softphone?
Move beyond the traditional phone system and mobile phones, get acquainted with Softphone. It is a computer software application with which a business can make, receive and manage calls effortlessly without being dependent on mobile phones or landline phones. The calls are placed securely via the Internet. With the solution, calls are made through application and do not require any hardware. All that is needed is the app and internet connectivity.
With a softphone solution provider, get the software to modernize your business communication. The solution works with WebRTC ( web real-time communication), which is an open-source standard. The business can integrate web-based applications and use the same features of the cloud contact center for inbound/ outbound calls. The MPLS ( Multi-Protocol Label Switching) helps companies switch from the on-premises to cloud-based technology for making the inbound/ outbound voice calls using the same advanced contact center features. The most significant advantage is that the solution is not dependent on mobile/ fixed telephone lines.
Several benefits of the software are prompting businesses to improve customer relationships by ensuring better connectivity. Let’s evaluate the need for this solution and whether companies should contact a software provider.
What are the features of this advanced technology?
Call Control- A business can exercise complete Control during the customers’ wait time. They can put the call on hold, mute, warm transfer and queue call back, and use other voicemail features.
PSTN & Normal Call Lines”: The Softphone solution allows you to make and receive calls via the Internet and on PSTN effortlessly.
Real-Time Dashboard: Analytics prove beneficial for every business as it provides actionable data that a company can effectively use to improve customer experience and the overall business operations. Companies can view interactions in real-time. The team leaders/ managers can intervene in calls, whisper, and barge to provide the necessary inputs or take over the conversation as required and provide high customer satisfaction.
Call recording: The call recording feature allows collecting valuable information that a business can use to improve its productivity and train the agents to improve their performance.
Call Center Metrics: A business can measure customer satisfaction and evaluate the agent’s performance using custom filters. The goal is to provide the requisite training to enhance customer experience.
Call Termination on Sr/ Ui: The inbound calls can be quickly terminated on the SR/ UI panel from the laptop/ desktop.
What are the key benefits of the Softphone solution?
- Better Customer Experience: The solution offers better CX by providing superior voice quality and better connectivity, which every customer appreciates.
- Scalable solution: The solution is scalable and automatically accommodates the growing requirements of the business.
- Cost-efficient: The Software is budget-friendly, and all businesses, irrespective of their scale of operation, can get the software from a reliable Softphone solution provider. The software is available with flexible payment options with minimal investment in the infrastructure.
- Security: The solution is embedded with secure VPN access. So, it helps provide secure connectivity.
- No dependency on infrastructure: Making calls with software is effortless via the Internet on PC, Laptops, and mobile devices.
- Improve operational efficiency: The solution offers seamless communication, and the agents can give their best performance to ensure better lead conversion.
To Conclude:
Increase customer engagement with the Softphone solution with streamlined business communication. With HD voice quality, excellent connectivity, a company can continuously tap on the available business opportunities. The software can provide clear communication with an enhanced customer experience. A business gets more with the software than just making calls and communicating in a superior quality voice. With call records, it also gets crucial customer feedback. The customers’ opinion matters as a business need to meet their expectations.
Moreover, gathering valuable data to monitor and improve the agents’ performance also plays a vital role in the success of an organization. When a business changes its locations, the solution proves to be the ideal resource it can depend on. Rather than investing in the traditional phone lines, which is not cheap to get, depending on the software gives them cost savings.
Contact a reliable Softphone Solution provider such as Knowlarity to move beyond the traditional phone line systems and get your business moving with the solution.
