Once almost exclusively used by Contact Centre agents and the mobile workforce, Softphones running on PCs and laptops are now entering the general workplace in increasing numbers, according to Splicecom.
“We’re finding that Softphones are becoming the end-point of choice for two extremes, those Users spending considerable time on calls or Users whose job role is not phone centric,” says Stuart Bell, Splicecom’s Head of Sales for the UK & Ireland.
Significantly influencing this change is the introduction of ‘HID’ headsets. For Contact Centre agents, typically the heaviest users of Softphones, calls are made and answered by clicking a mouse. With HID activated headsets, staff can roam from their desk whilst retaining the ability to answer and drop a call by simply clicking a switch or button on the headset.
“Our Navigate Softphone offers an identical fully feature set when deployed with SelectVoice Cloud or on premise solutions, taking advantage of HD voice quality. It provides even more power as a business tool when integrated with our UC and wide ranging CRM suite. Additionally, we offer Softphone integration to Skype for Business allowing calls to be set up from the Skype communicator, but taking advantage of existing telephony call routes with lower associated charges.
The most important thing to remember is that the desk phone isn’t going to disappear anytime soon. But, if you want to get the best communication experience, you should now be seriously considering both desk phones, and Softphones, because, at the end of the day, it’s about finding the strategy that works for you.” concludes Bell.
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