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Glossary

Softphone

A softphone is phone software: calls are made and taken on a computer, tablet, or smartphone instead of a desk phone. In a contact center the softphone is usually built into the agent workspace: the call, customer data, and call controls are in one window.

Why it mattersNo desk phones to buy: agents need just a computer and a headset, in the office or at home.

Also called: software phone, web phone, browser phone

How it works

How it works

A softphone connects to the PBX like any extension, using the SIP protocol. Desktop apps speak SIP directly. A browser softphone uses WebRTC: the browser reaches the PBX through a gateway. The agent talks through a headset.

  • Answer, hold, mute, transfer, and conference
  • Agent statuses: available, on break, after-call work
  • One-click calling from the customer record
  • Call history and recordings

Use

Why a contact center needs it

Desk phones are no longer needed, and agents can work anywhere with an internet connection. When the softphone is built into the workspace, the agent sees the caller's record on answer, and the call is logged in the CRM automatically.

  • Remote and mixed teams: some agents in the office, some at home
  • A new agent starts working as soon as they get a login and a headset
  • Fewer mistakes: nobody types numbers by hand

Practice

What to look for

  • Does it work in the browser without installing anything
  • Does it show call quality and help find network problems
  • Does the agent see the CRM record right in the call window
  • Do agent statuses reach reports in real time

In CONTACT.WORK

How it works in CONTACT.WORK

In CONTACT.WORK there is no separate softphone to install: agents take calls right in the web app over WebRTC. A call quality indicator warns the agent when the network starts to fail. In the same app they answer messaging app chats and see the customer's history across all channels. Every call can be recorded and attached to a record in your CRM.

More

Where to use it

Browser calling (WebRTC) Take calls in the browser with nothing to install Learn more Omnichannel chat Handle calls and chats from one window Learn more AI assistant Give agents suggested replies during the conversation Learn more

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Related terms

WebRTCIP PBXSIP (Session Initiation Protocol)CTI – computer telephony integrationAgent assist

Blog

Fresh from the blog

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Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →