What are softphones in a contact centre?

A contact centre softphone is a software-based telephone interface that allows contact centre agents to make and receive calls using a computer, typically connected to a headset or similar audio device. It serves as a virtual phone, emulating the functions of a traditional physical desk phone.

Contact centre softphones are designed for integration with customer relationship management (CRM) and contact centre software systems. They offer a range of call handling features, such as call control, call transfer, conference calling, and access to customer information. Additionally, they often include capabilities for handling multiple communication channels, including voice calls, chat, email, and more.

These softphones can provide significant advantages in contact centres, as they streamline the agent’s work environment, offer easy access to customer data, and allow for efficient management of customer interactions across various channels. Contact centre softphones are widely used in modern contact centres to improve agent productivity and the quality of customer service.

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Contact Centre Glossary

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Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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