Nikunj Parmar

30Jul

How Different Industries Benefit from a VoIP Softphone

July 30, 2021 Nikunj Parmar 55

In today’s hybrid work world, VoIP softphones are fast gaining popularity over traditional EPABX (Electronic Private Automatic Branch Exchange) systems. As per reports, the global VoIP services market is expected to be worth $194.5 billion by 2024.

Despite the advent of e-mails and other forms of communication, 92% of customer interactions still happen through phones. Many businesses have realized the benefits of VoIP-powered softphones, that range from reduced costs to better productivity. In fact, different industries are using softphones in different ways to meet their communication and collaboration requirements.

The unique and varied benefits that VoIP mobile dialers offer to industries include an easy-to-use and responsive UI, secure and private communications, multi-lingual support, auto-provisioning, video capabilities, and online messaging. The flexibility and wide feature range of softphones help a cross-section of industries benefit from this cloud-hosted phone system.

In this blog, we will look at how softphones are being deployed by industries that range from call centers, finance, hospitality, to airlines, and how these industries have benefited from using this unified communication system.

The Benefits of VoIP for a Cross-Section of Industries

#1. Call Centers

An efficient phone system is critical for a call center, as VoIP softphones facilitate functions like call routing and logging, agent desktop interface, multi-channel communications, and predictive dialing. Also, integrations – such as CRM integration – and workforce management can also be managed by internet-based telephony solutions. Organizations that are looking at setting up a call center to handle technical support, customer care, sales, and data collection often opt for a VoIP phone system to meet their needs for high-quality service and reliability.

Call centers have evolved over the past few years, handling higher call volumes and managing growing customer expectations. In fact, call centers are metamorphosing into multi-channel communication hubs, providing assistance through forums, live chats, and other non-voice mediums. This makes it necessary for them to stay flexible and use a phone solution that exceeds customer expectations.

By incorporating a unified communication (UC) system into call center workflows, organizations can streamline communication and improve agent productivity and customer experience. Some of the other advantages they gain include better agent productivity, offering customized user experiences, increasing the efficiency of remote call centers, and enabling digital transformation.

#2. The Telecom Industry

The rise of remote working made VoIP softphones an integral part of the bouquet of unified communication services offered by telecom companies. This is also because VoIP platforms can easily integrate with 5G adoption, UCaaS growth, and the use of AI and ML.

Global enterprises have a growing requirement for a cost-effective communication solution that can support workforce mobility. This is where VoIP systems will play a critical role for telecom companies. This technology allows users to implement flexible communication systems that cater to voice, SMS, email, video conferences, and other types of communication methods that modern businesses require. VoIP technology can help reduce company phone bills and teleconferencing costs by up to 30% and save 90% on international calls.

As organizations go global, they need phone systems that improve communication and collaboration between employees spread across the world. This is increasing the demand for VoIP products such as IP phones. Also, telecom companies and governments are investing in wireless telecommunication technologies such as 4G and the upcoming 5G network, leading to higher transfer speeds for high-quality voice and data services. This will have a greater impact on VoIP for the sector.

VoIP softphones are one of the big reasons why the global telecom industry is undergoing such a drastic transformation. VoIP softphones offer features that traditional telephony does not. It is cost-effective and does not require heavy-duty physical infrastructure. It’s also gaining traction as the gig economy grows and the changing nature of business requires enterprises to communicate anywhere in the world, at any time.

#3. Customer Service Industry

Customer service is a high-pressure job. Customer service agents are often at the receiving end of queries, questions, and troubleshooting inquiries from end-users. In order to resolve the doubts of every customer quickly and efficiently, the agents need to have all information at their fingertips.

A VoIP phone system seamlessly links with a CRM system and ensures all data is in one place, on an easy-to-use online portal. This enables an agent to see every small detail about the customer’s background and past queries. Agents are also able to make and upload detailed notes of the discussion. This makes it easy for agents handling subsequent calls to pick up from the last discussion.

VoIP phone systems also enable business owners to monitor both customer history and agent performance. The statistics and call recordings help in identifying improvement areas and design effective training programs. VoIP also ensures that agents perform well and deliver a great customer experience by making all required information available in one place so that multiple teams can have easy access to it.

Softphones also give business owners the flexibility to place agents anywhere in the world and enable them to easily connect with each other using internet-powered VoIP phone systems. Having agents in different time zones ensures there is someone always online to take customer calls.

#4. The Hospitality Industry

The hospitality industry is a fast-paced, 24-hour business. Round-the-clock communication and efficient 24×7 help desks are key to building and running a successful business in this sector. Most big and small hotel chains also have multiple properties, across global locations, or in a number of cities in one country. VoIP enables free conference calling between multiple locations and also facilitates easy liaising with colleagues across the world to ensure smooth service delivery to customers.

VoIP softphone systems are designed to handle multiple calls at any given point in time. The system can also automatically divert calls to a customer service agent who is free at the time. This ensures that despite heavy call inflows no customer call gets missed or that customers have to wait for their query to be answered. Hotels receive multiple calls and inquiries for reservations, cancellations, grievances, etc. Attending each call is important given the nature of the industry.

Also, if all customer service agents are busy, a virtual assistant can take messages from the customer and send them to a designated email address. This way a business can ensure that all customers receive a response to their query on time and without making multiple calls to the company.

The support that a VoIP softphone system can give to a hospitality business is unparalleled – as they make work glitch-free for employees. Companies can also customize or white-label their softphone systems to enhance branding and have a better brand recall with customers.

#5. The Finance Sector

The financial sector has evolved rapidly in the last few years, metamorphosing into a fast-paced industry that never sleeps. A VoIP softphone system is robust and equipped to handle the pressure of such an industry.

Every penny counts in any business. This motto is most emphasized for finance professionals. Using a cost-effective phone system like VoIP softphones is highly financially beneficial and shows the keen business acumen of financial enterprises.

Besides the cost, softphone systems are also flexible and secure. Banks and other financial institutions deal with heavy call traffic, and most calls involve sensitive financial information. Therefore, using a secure service like VoIP softphones makes perfect business sense. The flexibility and ease with which calls can be transferred is another point to consider for VoIP systems.

In situations where executives are on client visits, softphones offer them the ability to access their company phone line from any device with an internet connection. This allows them the flexibility to attend to multiple customers and not miss any important calls. VoIP also allows them to check messages while on the move.

VoIP systems allow financial businesses to add as many phone lines as they require. This helps them to handle busy work periods with ease by adding customer service agents who can direct the calls to the right person and also deal with new leads and business inquiries.

Most finance companies and banks operate globally. VoIP softphone systems help offices in different parts of the world to stay connected at minimal costs.

#6. The Airline Sector

The air travel sector is huge and comes with many moving variables. Airlines often develop a poor reputation when it comes to communication and customer service. The traditional phone systems, with which they were working for years, were unable to maximize communication performance for them as VoIP softphones do.

The airline industry also faced severe challenges with its customer care when the pandemic broke in 2020. With countries going into lockdown, their phone lines were overburdened with customer calls.

Initially, a shortage of staff posed a huge challenge for airline companies. But those that moved from traditional lines to a VoIP system found it to be a game-changer, as it offered significant benefits like reduced costs, a smoothly functioning customer support team, flexibility for the staff to connect with customers while staying at home, and using a device of their choice. This helped companies provide seamless experiences to their customers.

#7. Online Retail Sector

The retail industry needs a robust and cost-effective calling system to stay connected across levels. Be it stores, warehouses, the management, or the company at large, uninterrupted calling facilities hold the various teams together and ensure proper functioning of the business.

With large swathes of consumers moving to online retail portals for their day-to-day shopping needs, VoIP softphones have become an even more important asset for retail companies. The influx of calls for order status, product inquiries, refunds, and cancellations has increased multifold in the last few years.

VoIP softphones also provide retail enterprises the option to have customer calls transferred automatically to the first free employee. This helps save time and keeps customers happy. During the pandemic-induced lockdown, the customer care teams of retail companies continued to stay up and running thanks to the flexibility of connecting through any internet-enabled device from any corner of the world.

The VoIP softphone system also enables retail businesses to send mass texts with the latest deals, making it an effective promotional tool for the industry.

#8. The Education Sector

The education sector has grown multi-fold over the years and continues its march towards further expansion. Education has gone beyond the traditional realms of schools and colleges, as online homeschooling and professional courses gain popularity.

Even traditional schools and colleges are providing parallel online teaching alternatives. This means phone systems have become a critical asset for schools and colleges today. Also, the infrastructure and day-to-day functioning of schools and colleges are dependent on their internal intercom system, which is usually spread over a large campus.

Having a wi-fi-enabled phone infrastructure makes for a smooth and sophisticated communication network. It saves money, improves day-to-day operations, and boosts the overall image and infrastructure of the institution.

The customization that VoIP softphones offer can be easily adopted in the education sector. It can be tailored to meet the requirements of varied educational institutes.

#9. The Travel Sector

With improved technology, exposure, and with the growing availability of comfortable and affordable means of travel, the tourism sector has experienced exponential growth in the last two decades. Though this was the sector that was most critically hit by the pandemic, travel is anticipated to bounce back in a big way.

Travel companies receive huge volumes of calls for holiday inquiries from far-fetched corners of the world. A travel agent’s job involves answering customer calls and providing them with information as per their travel request and planned itinerary. Having cost-effective VoIP softphones saves money and makes communication seamless for companies in the travel space.

VoIP softphones also have the added advantage of offering seamless audio connections and automatic call forwarding, which keeps travel agencies available for customers even when an agent has to step away.

Conclusion

With digitization, business sectors across the board are changing rapidly, and VOIP technology is set to replace traditional telephony. It’s no longer a question of if, but when. The use of new technologies and the flexibility and efficiency that they provide have become non-negotiable aspects of our work life. It is, therefore, in the best interest of businesses, employees, and customers to adapt modern communication methods like VoIP softphones over traditional communication systems.

09Apr

How VoIP Softphone Empower Your Sales Team?

April 9, 2021 Nikunj Parmar 77

Customer experience on steroids is what happens when you switch to VoIP softphone to empower your sales teams. It is easy to use and integrates into your existing setup with ease. Your sales team will take to it and enjoy better efficiency as well as productivity.

The VoIP softphone on your mobile

People are already familiar with the softphone interface. Quite a few 4G/LTE services employ apps that have a familiar dialer interface and access to contact lists. However, there are limitations here in as much as

Most communication is one to one
You may or may not be able to engage in video calls and other functions through a single interface – you may need to switch to other apps
Conferencing is tricky to set up
Each individual user has a unique SIM card and number, making it difficult to integrate with business CRM and accounting as well as assure confidentiality and security.

The VoIP softphone is quite a step in terms of functionality:

You have the familiar alpha-numeric dialer keypad but with more functions to let users send SMS or email or documents from within that interface and even during an ongoing audio or video call;
It is easy to convert a call into a conference call
You may let employees use it as an intercom
You do not pay high call charges typical of SIM based phones
Integrate it with your existing IP PBX and CRM
Any time anywhere access

So, the question is, how does all this help your sales team do better?

Branding

It is one thing to use a personal phone number for business calls and another to have a company number associated with the brand. Sales executives feel a higher level of confidence when they have an official phone number to use to receive and make calls. Customers like to call a company number, not a personal number and this enhances your brand value leading to a positive, cumulative effect.

Convenience

The VoIP softphone app works in the mobile, just like a dialer but with features that aid convenience.

Sales executives use the VoIP softphone from their desktops and mobiles but call charges are to the company’s account
All calls can be recorded
It is linked to the CRM contact list and data records, which makes it easier for salespeople to access customer data and deliver a better user experience.
Sales executives can carry out conversations while out of the office and after office hours
The softphone can be used as an intercom for collaborative teamwork.

You can set up and configure the softphone with Do Not Disturb Features so that executives are not unnecessarily bothered by customer calls when they do not want to accept such calls. However, through push notifications, they can know if a customer or a colleague has attempted to contact them. You never miss an opportunity. In the UK alone missed opportunities cost businesses about GBP 30 billion each year.

Now, if an executive wishes to call back they must know what the call is about. This becomes easy by referring to past conversations and the CRM to bring up customer data on the screen prior to initiating the callback. Imagine if that executive was using a personal mobile. He would not have access to data and it would be frustrating for the existing customer to have to repeat all details. So, if your sales executive must respond, he can get off to a running start and even upsell or cross sell or get a repeat sale by having access to past data.

Everything in one place

There is nothing wrong with using apps like Whatsapp for audio-video chat and calls but you stay within the limitations of such free to use platforms. Each employee must have a separate mobile number which introduces disjunctions in data continuity and security. Customers may be asked to call different numbers of different employees and employees cannot link customer data within Whatsapp. Instead, you would find the VoIP softphone to be a better alternative in all respects such as a single incoming number with extensions for different employees, call records and CRM connect. Your salespeople find it easier to work and become more productive.

Time saving

Imagine a scenario in which sales employees use personal mobiles. In every instance when they must confer with a colleague or dig up some essential bit of information they are likely to tell the called party at the other end “let me check. I will call back…” This need never happen when you have VoIP softphone systems and apps. Called party is put on hold while the executive can talk over the “intercom” with a colleague or fetch data from the CRM. It saves time and makes for a happier experience to use proposed softphones that are infinitely more feature rich than free to use apps.

First call resolution

This terminology is carried over from call centers where it is important for agents to try to effect first call resolution for a happier customer experience. It applies to your sales teams too and becomes easy with the use of VoIP softphones and softphone apps that permit first call resolution in different ways:

Suppose a sales executive must call a potential customer but is not in the office. With the VoIP softphone, he does not have to wait and can call up records from the CRM, view data and simply initiate one click call. During the call, the customer may ask questions and request clarifications which may necessitate calling in a colleague. This is done through conferencing.

If a product demo must be shown then you switch to video and give a demo, fully satisfying the called party who can then proceed to confirm the order during the first call. You have happy customers and happier sales executives who can convert more such leads in less time. With your custom softphone solution, you can even configure it to send out an SMS after completing a call, further cementing customer relationships.

Appear as a local business

One huge advantage of the VoIP softphone and SIP in the background technology is that you can make it appear as if your number is a local number. Callers love to call someone in their city or geographic region and makes life easier for sales teams to persuade potential customers. One sales executive may initiate contact and easily switch it to another who is more capable of handling that specific call or inquiry.

Team work

The success of a sales team depends on team work. No doubt apps like Whatsapp and Skype or Zoom facilitate communications and conferencing but even then the features are limited. With Custom Softphones that include WebRTC and SIP technologies team collaboration is easy. Your team can use the phone as an intercom and connect with other remotely based salespeople. You can hold internal conferences whenever required, practically everyday before work starts to chalk out strategies. You can use the softphone as a collaboration tool and training tool.

Centralized transactions

What you get when you use custom or white label softphones is decentralized operations, enabling sales executives located anywhere to work efficiently and brilliantly on their own. They can call up records and call on team members when required. Yet there is centralization of call records and transactions in the CRM leading to better security and transparency for everyone in the loop. Managers have access to data and can gain insightful analytics leading to improvements in strategies.

Think of the VoIP softphone as your IP PBX in a different avatar. While the IP PBX is mainly an on-premise solution with mobility extension, softphones could be the other way around: distributed mobility ported into the office system permitting more flexibility, promptness and precise handling of calls.

Tragofone is a VoIP softphone that has SIP in the background to permit a near telephony experience with direct inward dialing numbers, local number facility and extensions in much the same way an IP PBX behaves. It is overlaid with WebRTC so you can easily switch to web based calls, video chats and conferences as well as in-talk document exchange. Use it on mobiles and desktops and connect to the backend seamlessly to give unfettered freedom to sales teams to achieve their best.

05Apr

Softphone Vs Deskphone: Compare Softphones & Hardphones

April 5, 2021 Nikunj Parmar 87

Softphone or hardphone?

We heard this question a lot, especially after the pandemic.

The world of communication technology is changing as well as evolving at a rapid pace. New developments are emerging constantly, and for most businesses unified communication (UC) success comes down to one key issue – the type of endpoint they choose.

When it comes to endpoints, businesses have a choice between VoIP softphones – that live on their computer desktop and draw from software solutions – or deskphones – the traditional telephony system we are all familiar with. While some phone system vendors are convinced that the days of the deskphone are drawing to an end, others believe that this legacy solution will continue to be a part of business environments for years.

The choice of whether to deploy a deskphone or softphone solution is a question that many organizations face.

In this blog, we will walk you through a comparison of deskphones and softphones, to assist you to make the right choice for your business communication needs.

What is a Softphone?
Advantages of Softphones and why businesses should opt for them.
What is a Deskphone?
Advantages of Deskphones and why you should have them.
Deskphones Vs softphones: A comparison
What the numbers reveal and what should you choose?

What is a Softphone?

The Softphone, or Voice-over-IP (VoIP) mobile dialer is the next new technology in the communication world. The definition of softphone is a software application that duplicates the functionality of a telephone but on a computer or any other device. Such apps are fast turning into standard equipment for mid and large-sized businesses.

A softphone’s functions include a lot more than just making calls. Because they’re software, VoIP mobile dialer apps come packed with a variety of features – including making video and conference calls, sending and receiving files, voicemail management, and chat and SMS capabilities. You can start the app and use the softphone wherever you plug in your device. This made them very handy during the global lockdown when most people worked from home.

Although a softphone is not a physical phone, its user interface mimics traditional phones. The software program can be installed on any communication device, where it works as a virtual phone. Also, because softphones are software-based, they can interact and integrate with many third-party applications and services such as CRM integration.

8 Advantages of Softphones

Unified communication has become a priority for organizations today. VoIP mobile dialers are one such next-gen communication and collaboration solution that help organizations by providing flexibility, scalability, and security in communication. Businesses are also opting for softphone solutions for the ease of integration, technical support, and encrypted communication they provide.

The key softphone features that match the pace of today’s business requirements include: customization to meet every organizations’ unique needs, providing the most suited user experiences, and supporting a multi-generational workforce.

What other benefits do softphones deliver to businesses?

1. Cost Savings

Softphones provide enterprises with some big cost savings, when compared to the cost of hardwiring your office for traditional phones, maintaining and supporting them. With VoIP-enabled softphones, organizations can cut these costs. They usually pay a per-seat fee, plus the cost of any optional features they opt for. In addition to reducing maintenance costs, they also incur lower monthly service charges and international call costs.

2. Talk on the go

Softphone applications are the perfect fit for telecommuting employees: all they need to do is configure SIP extensions on their smartphones and enjoy remote communication while on the move.

3. Decimate the language barrier

While serving a global audience, language should not obstruct an organization’s communication patterns. High-end VoIP mobile dialers offer multi-lingual support so that employees can converse in the language of their choice. This helps businesses remove language barriers.

4. Get the power of auto-provisioning

Auto-provisioning enables users to activate their phone service via a web interface, rather than doing it manually, without requiring any configuration settings. This makes the deployment and management of the installation fast and convenient. Besides, it also reduces the chances of configuring errors, improves the user onboarding experience, and saves time on assigning IP addresses.

5. Tap into end-to-end integration

WebRTC-based softphone applications can seamlessly integrate with a host of hardware, including Class 5 Softswitch, IP-PBX servers, custom APIs, and auto-provisioning system management via REST APIs. WebRTC-supported softphone applications also support legacy SIP servers, as well as 3G, 4G networks, and WiFi.

6. Deliver personalized user experiences with white labeling

White-label softphones help enterprises deliver personalized user experiences that are in sync with their brand’s look and feel. Besides, they can add customized features to their VoIP dialer, which brings additional value to their business and gives them full control over their softphones’ features, settings, and languages.

7. Third-party integration

Call this a VoIP mobile dialer’s biggest USP. Softphone applications often come with a list of pre-built integrations that can be customized as per user requirements. Using these integrations, enterprises can build customized workflows to boost workforce efficiency.

8. Leverage a host of collaboration tools

Any fully-loaded softphone application offers a host of collaboration tools for employees to work together. Features like SMS, video and audio conferencing can be accessed either via a single unified communications platform or through third-party integration.

Why do businesses need Softphones and when should they opt for one?

Are softphones a good fit for businesses? The short answer is: yes. Softphone applications can benefit a wide range of businesses, from small to mid-sized companies, to global enterprises. Any organization that has to cater to large numbers of customer calls can benefit from the accessibility and flexibility of this system.

Softphones are a smart solution that helps organizations improve productivity, business efficiency, and unified communication. They can be a communication system of choice if you’re a start-up business or an established business that wants to reduce its communication costs.

Softphones are a good fit for businesses that have:

Telecommuting employees.
Call centers to handle customer calls.
Work out of multiple locations.
Need to make frequent long-distance calls.
Need to record calls for training purposes.
Customer support staff.

Some of the industries that can benefit in a big way from softphone systems include telecommunications, IT, manufacturing, real estate, banking, education, retail, and healthcare.

Let’s consider some use cases, where enterprises can benefit from installing softphone applications:

A telecommuting customer service team member can plug his headset into a device of choice, log into the softphone app, and make calls from wherever he is.
If a telecom company wants to build a whitelabel softphone application for their team or customers to do VoIP communication with their branding but without investing in developing such mobile dialers.
A service agent can integrate his softphone and CRM software for more advanced business communications. With the two systems synced together, the support executive can check his customer’s buying history in real-time, even as they talk to them on the phone.
If a company call center wants to automatically log and document its customer calls, they can do so by integrating their CRM tools with their softphone application.

What is an IP Deskphone?

deskphone - softphone vs deskphone — IP Deskphones

An IP deskphones is similar to a traditional analog (PSTN) handset. It sits on your desk and enables users to receive and make phone calls. The difference is that instead of being connected to a regular telephone line, IP deskphones are connected to an IP (Internet Protocol) network, and place calls through VoIP (Voice over Internet Protocol). They typically come with power adapters and Ethernet connections.

Deskphones allow your employees to have easy access to an unlimited amount of phone calls. IP Deskphones come in different price ranges. The higher-end models have more ports, touch-sensitive screens, and provide support for high-definition voice. Here are some limitations of IP deskphones.

4 Advantages of DeskPhones

Deskphones are a familiar device for most users, with a proven form factor that goes back decades. Although deskphones may not be as tech-savvy as softphones, many users still consider them the simplest, most reliable way to make and receive calls.

Many businesses today, especially budget-conscious start-ups who want to avoid investing in hardware, are asking why should they purchase deskphones when they can achieve flexible and cost-efficient communication using mobile devices or softphones?

A major reason why deskphones remain relevant is the superior audio quality they offer. Traditional phone systems still offer seamless calling experiences, comfortable handsets, and embedded audio technologies. Deskphones are engineered for high-quality voice and audio transmission.

Here are some reasons why deskphones still remain popular:

1. Easy usage

Deskphones offer push-button navigation that simplifies in-call management and makes it easy to perform functions like transferring calls, placing calls on hold, and muting conversations. They also easily enable large groups to dial into a conference at the same time.

2. They offer independence from working along with other devices

Since deskphones run independently of another device, their functionality isn’t bogged down by too many programs running in the background. You can also make calls from a deskphone while your laptop is still booting.

3. Deskphones come with less risk

Even the best mobile devices and laptops can face battery and performance issues. For example, if you’re trying to dial into a conference and your smartphone battery dies out.

4. It’s a personal preference

Not everyone favors using smartphones, especially when they have to navigate a Bring-Your-Own-Device policy. For companies and employees, this can lead to complications, such as establishing fair BYOD policies, regulating privacy breaches, and controlling the content that is shared on a mobile device.

When Should Businesses Opt for DeskPhones?

Deskphones work best when your business and users operate in a physical office space. They are a good fit for enterprises that have executive teams conducting in-house operations and need 100% uptime and guaranteed call quality at all times. Also, organizations must be comfortable with upgrading deskphone hardware regularly.

IP deskphones can benefit any business looking to streamline their phone network. Businesses that handle a lot of calls, such as call centers or corporations with large customer support networks, stand to benefit the most, as they can expand the system to fit their requirement.

Deskphones Vs Softphones: What to choose?

	Deskphones	Softphones
User Interface	Deskphones have physical buttons like the dial pad we’re familiar with. Some models have touch screens with a full graphical user interface (GUI).	Softphone is based on software with GUI elements for all features. These, however, work with keyboard and mouse shortcuts.
Movability	Hardphones are not mobile.	Softphones can run on any computing device and used while on the move.
Deployability	Slower and more likely to be implemented throughout an organization as it requires new hardware installation.	Fast and easy to deploy and maintain. System admins can implement and update VoIP software across all machines in one go.
Cost	More expensive than softphones. Involves installing physical hardware.	Less expensive as there is no new hardware installation. Costing covers licensing and service fees.
Ease of Use	Easy to use, as people are familiar with traditional phone systems.	Those familiar with software programs will find softphones easy to use. But there is usually some onboarding or training involved.
Dependability	Powered via ethernet, IP deskphones are reliable to use.	Mostly dependable, but a system reboot or internet outage without backup could present an issue.

Softphones Vs Hard Phones: What the numbers reveal and what phone system should you choose?

According to MarketResearchStore.com, the estimated global demand for the VoIP services market will be valued at $140 billion in 2021, with an anticipated CAGR growth of at least 9.1% between 2016 and 2021.
IT World estimates that switching to VoIP phone solutions translates to over 45% savings for businesses per month over traditional phone services.
According to Financesonline, softphones result in average savings of $1,727 per month in cell phone and long-distance charges.
A study by Software Advice showed that 74% of employees who have access to softphones, spent more than half of their working week using them while telecommuting.

The flexibility of VoIP ensures that it can seamlessly support a mix of both types of phone systems and most companies do exactly that. Softphones are great for those employees who are traveling or meeting clients outside the office. Deskphones are useful for executives who work at their desks. People like customer support representatives and technicians are comfortable using deskphones.

But, most employees can work best with both telephony options. An employee may have a deskphone in the office and also install a softphone app on their laptop to use when they travel. This means you don’t have to buy deskphones for all the workers in your organization. And, if you plan to buy them deskphones, you cannot skip the benefits softphones provide to your workforce for remote communication.

Businesses are becoming more competitive and are under pressure to streamline their business operations into lean, efficient, and cost-effective entities. They are choosing to deploy both business phone solutions since they both offer unique benefits.

However, as organizations realize the benefits of having a unified communication portal that comes with an ability to integrate third-party applications, softphone solutions are becoming the preferred business phone solution for companies around the world.

Choose the right VoIP phone now

In today’s flexible, mobile, and open space work environment, it’s critical that employers provide their employees with technology that helps them remain connected and productive while away from the office. A softphone is a critical communications tool that can help companies set up their employees for success.

Check out how Tragofone is evolving the security and quality of VoIP communication for telecom companies and B2B enterprises.

23Mar

5 Things to Consider While Choosing a Softphone

March 23, 2021 Nikunj Parmar 85

A survey of more than 1,000 IT decision makers by Frost & Sullivan found that, just like fax machines and typewriters, desk phones are headed towards becoming obsolete. The study found that half the respondents had already deployed softphones to provide telephony and unified communications (UC) services using desktop computers and mobile devices.

As the world grows increasingly digitized, companies are switching to VoIP-enabled softphones for a more versatile and affordable solution to their UC needs. Not only do softphones improve an enterprise’s operating effectiveness, they also cut telecoam costs, boost responsiveness, and yield greater profits. According to FinancesOnline business can save $ 1,727 per month on mobile and long distance calls using softphones.

Also, remote working has been on the rise in recent years, especially after the pandemic. VoIP Softphones have become the new tools to support a telecommuting work culture.

In this article, we’ll take a 360-degree tour of how softphones work, their unique features and benefits, and everything you need to know to pick a right-fit softphone app for your business.

What is a softphone?
Features of a softphone.
Benefits.
Facts to consider when choosing a softphone app for your business.
Use cases.

What is a softphone?

A softphone is not a physical phone. It’s a software program or app that uses VoIP to make and receive calls over the Internet. It’s designed to have a user interface that mimics traditional phones.

The software program can be installed on any communication device, and it works as a virtual phone that allows you to call any telephone number without needing a physical telephone. All you need is an internet connection, and a laptop, or a mobile device.

With WebRTC-based VoIP softphones, enterprises can enable their workforce to communicate on the go, ensuring extensive mobility, greater interoperability, and powerful connectivity. As softphones work over the Internet, they can integrate voice operations with your employees’ everyday workflow and processes.

Features of a softphone

The right VoIP based mobile dialer application will give you the robust features of enterprise phone systems, as well as the convenience of a smartphone.

Let’s look at some unique soft phone features:

Leverages WebRTC to make seamless audio and video calls

WebRTC has started a communications revolution, by making it richer and accessible to everyone. Supported by the World Wide Web Consortium (W3C), WebRTC allows open standard browsers to communicate with each other and exchange audio, video, and even files that use a simple Javascript based API. It allows users to make audio and video calls without requiring a plugin or any additional software installation, and integrates seamlessly with IP PBX, Class 5 SoftSwitch, Call Center, and Custom APIs.

Auto-provisioning

Auto-provisioning enables users to activate their SIP dialer app service via a web interface without requiring any configuration settings. This makes the deployment and management of installation fast and easy.

Multi-lingual support

Softphone services like Tragofone offer multilingual support, so that users can converse in a language of their choice, along with embracing the other carrier-grade features of the SIP dialer app.

Can be integrated as a white-label mobile dialer app

White-label mobile dialer applications can be integrated under a company’s brand, giving it the brand’s look and feel. They have the enterprise’s name, logo, and all other branding factors, and can be represented as their own dialer application.

Integration with other databases and directories

Some VoIP based mobile dialer apps implement compatibility with third-party applications like Microsoft Outlook. They also enable integration with shared LDAP (Lightweight Directory Access Protocol) directories, Microsoft Active Directory and ODBC compatible interfaces. This feature is especially useful for call centres.

Multiple SIP Accounts

Having multiple, independent SIP accounts on a mobile dialer app allows you to consolidate your accounts and make or receive calls from a single software phone. Having multiple registrations enables organizations to shift between accounts on a per-outbound call basis, depending on which VoIP provider or ISP offers the best rates for the destinations they are connecting to.

Security and privacy

Organizations are careful about the privacy and security of their communications. These security issues are applicable to softphones, where incoming and outgoing calls are vulnerable to `man in the middle’ attacks, such as wiretapping and eavesdropping. Quality softphones support encryption using Transport Layer Security (TLS) and Secure RTP (SRTP) protocols, as it reduces these threats.

Video Capabilities and online messaging

Most softphone apps have a video call component, providing HD video and the ability to have multiple speakers at once. Online messaging allows users to text people directly from their office line.

Benefits of softphones

Softphones are the future of enterprise communication, as they provide accessibility anywhere, anytime. Software-centric communication solutions are in demand because of the flexibility, scalability, and security they offer. Organizations are using this new age technology to improve their communication processes and boost business efficiency.

Also, according to a study by Deloitte, voice communications is on the decline, and accounted for only 47% of customer interactions in 2019. People now prefer to text or use chat applications. With softphones, you can add these features to your official phone line.

What other benefits do VoIP mobile dialer applications bring to enterprises?

WebRTC softphones make communication a hassle-free process

They are quick and easy to install, low maintenance, and provide flexibility to users. Besides, they offer one phone system across multiple locations and scalability as per your business needs.

Provide the benefits of auto-provisioning

With an ability to deploy IT configurations through a web interface, rather than manually, softphones ensure diverse benefits:

Save time on assigning IP addresses.
Reduce errors while configuring devices.
Improve accuracy of creating the right access.
Enhance user on-boarding experience.
Increase productivity of the admins.
Reduce costs on device operations.

Ease of use
To use VoIP based mobile dialer app, all you need to do is download it on your mobile device and you’re ready to go. It supports almost all types of mobile devices and thus, provides the same seamless experience on any device.
Rich communication experience
VoIP dialer mobile applications come with varied communication features, including audio calls, video Calls, conference, and chat. Moreover, users can share files and images, transforming regular interactions into advanced business meetings.
Cost effective
Using VoIP signaling for conducting calls and conferences, softphones reduce communication cost significantly, when compared to other mediums like PSTN. Businesses realize significant cost savings in the form of lower long-distance fees and minimal equipment costs.
Personalized branding
White-label dialer softphone applications can become the face of a brand, as they can integrate a company’s name, logo and other branding factors. Enterprise can either keep the app private or make it public. The more people using the white-label application, the more traction a brand gets.
Location agnostic
Softphones can be used anywhere, providing the flexibility for users to work on the go. This makes them ideal for telecommuting employees.
Diverse tech advantages
WebRTC based softphones provide brilliant audio and video quality, consume 50% lower bandwidth, offer encrypted communication and 99% device support, as well as support legacy SIP servers, 3G, 4G networks and Wifi.

Business softphone app checklist: key factors to consider while choosing a softphone

If you’ve decided to upgrade to a softphone service but are wondering which one to pick, here’s the way to go: Do your analyses to see how each provider compares in features and costs to ensure maximum value for money.

Here’s a checklist of features to tick off the list:

End to end integrations
The WebRTC based softphone application should be able to seamlessly integrate with varied hardware including Class 5 Softswitch, IP-PBX server, custom APIs, and the auto provisioning system management via REST APIs.
Auto provisioning system
The soft client or softphone should come with an auto provisioning system through which enterprises can provide zero touch provisioning to their workforce and customers. Using this feature, the soft client users don’t have to memorize the SIP Credentials.
WebRTC Gateway and Push Call Server
The softphone application’s WebRTC gateway should embed highly secure interactive communication like audio, video and chat. This will enable organizations to incorporate real-time communication for their workforce and customers, even if they use a legacy SIP server.
Operating System Compatibility
All softphone applications are not compatible with every operating system. Check to ensure the software will work on your device. Whether you’re on macOS, Windows, iOS, or Android, make sure the softphone is compatible.
Number Porting
Your phone number is a valuable asset, and you don’t want to lose it. As you seek out softphone applications, avoid providers that don’t port your existing phone number.
Support
Having a reliable support system is critical. Find out what customer support your softphone provider offers. Is it available 24/7? Does it cost extra? Does the support team help you troubleshoot effectively? Are there training manuals or support videos available?
Customization
Are you able to change your voicemail message, or update a setting without any glitches? The softphone application that you choose should be easy to use as well as rich in features.
Security
Security is critical for every cloud-based service that you add to your organization’s tech portfolio. Determine how protected your data is. The application should offer data encryption, and ideally, it should include more than one type. While Transport Layer Security (TLS) protects your phone data, Secure RTP encrypts media.Another form of security to look out for is access control. For instance, administrator-level permissions that only certain employees can access and strict password protocols allow you to maintain the first line of defence against hackers. It’s also important to make sure that the softphone application supports the same protocol as the VoIP provider.
Collaboration tools
Full-featured softphone services offer a variety of collaboration tools your employees can use to meet, interact, and work jointly online. Users can access these features – including SMS texting, video conferencing, and online meeting collaboration – through a range of applications.
Third party integration
This is one of the softphone’s key draws. Because it’s a software, these systems often have a list of pre-built integrations with whatever apps the vendor believes their customers like. Clients can use these extensions to create customized workflows, and boost efficiency.
Additional tech features
Ensure that the softphone application you opt for comes with an extended battery saving technology, a simplified user interface (UI), uninterrupted SIP calling, and inbound and outbound calling support.

Use cases

Let’s look at how softphones help make happy customers in the real world:

Don’t let voicemail messages turn clients away
A service providing organization’s account executive is traveling when he receives a call from a prospective client. Unable to reach the executive, the client decides to look for a competing service provider. Had the company invested in a softphone service, the call could have been routed to a fellow account executive, and the caller could have turned into a customer.
Save manpower, save cost
A company has several offices across the country, and each is serviced by different telecom providers. This adds to the company’s overhead costs, as they employ maintenance staff at each location to deal with hardware issues. Cloud hosted WebRTC mobile dialer app solutions would remove this need to hire extra staff and save the company the additional cost.

Conclusion

Softphones are the future of enterprise communication, as they provide more access and flexibility to busy and on-the-go workforces. It’s the newest tech tool that has transformed the way people make voice calls, video calls, share their screens, notify their presence, or chat using IM – by simply using a software application program. It is also redefining communication, collaboration, professionalism, and providing new-age user experiences that everyone seeks.

Nikunj Parmar

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