Softphone

Softphone is a software application that runs on a computer, laptop, or mobile device and enables voice calls, video conferencing, and messaging over the internet using VoIP (Voice over IP). Softphones eliminate the need for traditional desk phones and are essential for remote and distributed teams.

Softphone Examples

• Cisco Webex
• Microsoft Teams
• Zoom Phone
• 8x8
• Vonage (Nexmo) Contact Center
• Amazon Chime

Key Features

• Voice and video calling — call any phone number or other softphone users.
• Screen sharing — collaborate with customers or colleagues during calls.
• Call recording and transcription — automatically record and transcribe calls for compliance.
• Contact directory — local and corporate directory integration for quick dialing.
• Presence status — show availability (available, in call, do not disturb, away).

Softphones for Contact Centers

Contact center agents increasingly use softphones instead of desk phones. Softphones integrate with CCaaS platforms, allowing agents to log in from anywhere and handle voice, chat, and email from a single interface. This enables true remote work and geographic flexibility.

AI Voice Agent Integration

When an AI voice agent escalates a call to a human agent using a softphone, the transfer is seamless: the agent's softphone receives the call, the CRM data is pre-populated (no hold time), and the agent has the full call transcript and context.