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.
Speak to a consultant
We are accredited partners with
How Opus' contact centre consultants can assist you
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:
- Workforce Management
- Workforce Optimisation
- Artificial Intelligence
- Knowledge Management
- Speech Analytics
Best Enterprise UC Solution 2023
Enterprise Reseller Deal of the Year 2022
Best Enterprise Contact Centre Solution 2023
Best Enterprise Contact Centre Solution 2022
Best SME Contact Centre Solution 2022
Best SME Contact Centre Solution 2023
Keen to discuss your contact centre requirement?