A softphone is a software-based phone that has a virtual phone interface and allows calls to be made over the internet using a voice over internet protocol.
Softphones appear as a dialpad on your computer screen and are equipped with the same capabilities as a regular phone, such as mute, hold, and call transfers. These are the same capabilities of a physical or smartphone for making voice calls.
Softphones can be used on any internet-ready device and do not require hardware like a traditional desk phone.
More Softphone Resources for Call Centers
VoIP Built For the Cloud. Our VoIP service is the heart and soul of our PBX. With all the advanced phone features your business needs to succeed and scale, we make it easy and seamless to move to the cloud for all phone services.
Cloud PBX systems are overall much less expensive. No server or complicated wiring is required on-site, so installation costs are generally only the cost of the VoIP phones. If a contact center already has VoIP phones, they can use those instead of purchasing new ones. VoIP phones can cost as little as $5 per user per month if companies decide to use softphones. Physical VoIP phones vary in price because of the different features they offer, so the cost can be anywhere from $50 to over $100 per phone. Cloud PBX monthly fees usually range between $20 to $30 per user.
Your phone tree is what your virtual PBX system uses to route calls to the correct person. Phone numbers, individual extensions for all employees, and employee and department names are things you will need to complete a menu for callers to choose from when they are trying to reach a specific person or department.
Virtual PBX phone trees also have other components. There are rules you can create so that anyone calling after business hours can be informed of operating hours and be sent to a voicemail. They can also redirect callers if no one from a specific department is available or send them to a voicemail.
While PBX and VoIP are similar, in the sense that they are phone systems that facilitate inbound and outbound calls in an organization, there are some fundamental differences. VoIP has been considered to be the more popular choice of the two, as VoIP was purposefully invented as an improvement to the previous systems. However, traditional PBX still has its own benefits. So here are the differences between the two that you need to know.
An ACD solution is a telephone system that is used in contact centers to handle large volumes of inbound calls and distribute those calls to individual or group extensions.
The automatic call distribution solution will route calls depending on preset rules and criteria that are determined by the contact center. These rules are often based on specific skill sets or areas of expertise of the agents, so customers are matched with a qualified agent, along with routing calls to an agent as quickly as possible. ACD solutions also can route calls based on factors such as customer profile and their interaction histories.