27May

7 Benefits of Softphones for Call Centers

May 27, 2021 Maulik Shah 7

Benefits of Softphones for Call Centers

A call center is normally associated with agents and managers. Although they play a huge role in building a successful communication hub, call centers are also defined by the technologies they employ, especially their phone systems – comprising hardware, software, and processes.

An efficient phone system is critical for a call center, as it facilitates 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.

If your business has made the transition from a traditional switch phone network to Softphones – or VoIP mobile dialers – in order to provide these functions, you have taken a step in the right direction.

Most modern call centers are powered by software, rather than telephone hardware systems. 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 or SIP (Session Initiation Protocol) phone solution. These internet phone options offer businesses general desk phones, wireless phones, or softphones with several optional call center features, to meet their needs for high-quality service and reliability.

In this blog, we will take a tour of how VoIP call centers work, how they optimize communications, and the benefits they provide to call centers.

What is a VoIP-enabled Call Center
VoIP Call Center Features that Match Every Organization’s Communication Needs
How unified communications can help your call center
How Softphones Optimize Call Center Communications
Softphone features that are tailor-made for Call Centers
Has your Call Center Switched to Softphones?
Introducing WebRTC into Call Centers

What is a VoIP-enabled Call Center

VoIP (Voice over Internet Protocol) has changed the way contact centers work, especially virtual call centers. A virtual call center is created by taking many small call centers and agents who work from home from different locations and connecting them. This is usually done using VoIP-enabled softphones, IVR (Interactive Voice Response), ACD (Automatic Call Distribution), and CTI (computer telephony integration).

VoIP-enabled softphone solutions for call centers are powered to handle higher call volumes and come with several additional features when compared to a traditional PBX phone service. These include routing incoming calls to the right person and integrating with other systems that provide essential customer information and capture operational data for analysis and control.

Most virtual call centers today use VoIP dialers, running entirely over the internet and automating multichannel customer support and self-service options. They are beneficial for businesses as they improve service levels, provide emergency backup and facilitate extended operating hours.

VoIP-powered Call Center Features that Match Every Organization’s Communication Needs

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.

What are the special features offered by VoIP-enabled call center phone systems?

Interactive Voice Response (IVR): Set up your IVR to send incoming calls to the right call center agent.
Call recording: Record, pause, and listen to customer interactions at any time.
Automatic Call Distribution (ACD): Distribute calls based on business hours, technical support level, and IVR options.
VoIP phone numbers: Get local or toll-free numbers, or port your existing phone numbers.
Call routing: Manage customer interactions seamlessly. Don’t disgruntle your customers by making them repeat requests.

VoIP mobile dialers are changing the way call center agents interact with customers: How unified communications can help your call center

By incorporating a unified communication (UC) system into call center workflows, organizations can streamline communication and improve agent productivity and customer experience. Let’s elaborate on some of these benefits:

Enable digital transformation: HD video calling, message and presence screen sharing, and other UC features power up call center communications. These latest cloud communication technologies can help enterprises get ahead of competition.
Boost agent productivity: Agents can manage customer interactions using a streamlined, easy-to-use interface. With auto-answer capabilities, call notifications, and more, they gain the flexibility to work across all call control platforms.
Build customized user experiences: Add or remove communication channels that fit your organization’s needs and track end-to-end customer journeys.
Make remote call centers efficient: UC supports an at-home agent environment with a centralized management of distributed networks. This boosts the productivity of remote agents.

How Softphones Optimize Call Center Communications

Good customer service begins with crystal clear communication. With HD quality calling and diverse call control features, VoIP call centers enable agents to have everything at their fingertips.

Like every other industry, there is a growing demand in the call center sector to move to the cloud. Therefore, organizations are increasingly tapping into cloud communication solutions, such as softphones and UC-based call center apps to build a strategic and multi-faceted workforce – be it in a single location, multiple centers, or with work from home agents.

Call center softphones support cloud-based platforms, real-time messaging, and collaboration tools that allow customers to reach agents across locations and time zones. They facilitate communication as would happen in a traditional office while providing data security and flexibility.

Softphone systems also allow enterprises to white-label or provide specific, customized features and collaboration that are aligned with their brand and built as per their unique use cases.

Softphone Features that are Tailor-made for Call Centers

An efficient call center phone system helps run a communication center smoothly. Softphones offer features that are way more advanced than simple dialing and receiving calls. The exhaustive features that call center phone solutions come with make them stand out from landlines and PBX systems.

We have already discussed the standard IVR and ACD features that softphones offer. Let’s look at some specific VoIP features that add value to call centers.

Browser-based web phones: Agents can easily take calls from their computer browser, irrespective of location and without requiring any physical desk phones.
Click to call: Click to call browser plugins and auto-dialing numbers through a webpage help boost agent productivity.
Global outbound dialing: Make outbound calls to any location, anywhere in the world, with customizable caller IDs.
CRM integrations with screen pop: CRM integrations give agents more context and background about a customer during calls.
Instant set up: Setting up a phone has never been easier. Call center softphones can be set up and implemented in minutes. All that you need is a microphone and an internet connection.
Gain flexibility and scalability: Softphones make it easy to add new agents to scale your team.
Cost-effective plans: Call centers can save on costly phone bills, as well as the cost of setting up and maintaining desk phone equipment and phone lines.
Easy administration: Reduce your dependency on IT teams, as softphone solutions are centrally managed, and can be deployed across multiple locations, and scaled with ease.

Has your Call Center Switched to Softphones?

There was a time when pagers were the hottest business device used for instant business communication. The arrival of mobiles turned them obsolete and heralded a whole new era of wireless communication. Likewise, softphones are gradually replacing traditional hard phones as a call center communication solution of choice.

Let’s discover the benefits that softphones bring to call centers:

Easy access to data: Softphones can be easily integrated with the company CRM to provide call center agents with end-to-end background information on customers. This equips them to provide satisfactory answers to customer queries without any time delay. Easy access to data makes customer support faster and seamless.
Save time with one-click dial: The one-click dial feature of softphones saves valuable time for agents. Hard phones take time to dial a number and human error is a possibility.
Flexible and reliable: Softphones make geographical limitations redundant. Agents can work from anywhere, anytime. Also, softphones can be easily customized to suit the needs of a call center. Besides speed dial, IVR, and ACD, cloud-based softphones come with a huge scope of innovation.
Easy installation and maintenance: All you need is an internet connection and a device to install a softphone connection. You can put your maintenance worries to rest as well. As long as your device is bug-free and the internet connection smooth, your softphone will work without a glitch.
Single window service provider: Call centers that opt for VoIP softphone systems can use the same provider for their phone and data transmission requirements.
Manage calls over browser: With cloud telephony solutions like softphones, agents can make and receive calls from their browser window. Managers can monitor employees in real-time and generate call recordings and productivity reports.
Access CRM Data with ease: Quality customer experience is a key part of customer relationship management (CRM). In order to provide the best CX, call center agents can have secure access to applications, including CRM integration and other business tools. Calls can be auto-logged into the CRM and agents can view customer data while speaking to them.
Scale your customer service team: When it comes to scalability, softphones remain the solution of choice. Forget about increasing your office space or expanding an expensive PBX system. With cloud-based softphones, businesses can let their call center agents work from anywhere. Also, VoIP-enabled softphones cost a fraction of what landlines do.

Introducing WebRTC-backed Softphones into Call Centers

WebRTC enables voice and video calling directly inside a web browser, without a plugin or installation. One area where WebRTC technology is starting to make huge inroads is call centers. You may not know it, but the last call you make to a call center may have been picked up by a browser using WebRTC.

Why are call centers switching to WebRTC? The answer lies in the digitization that is sweeping across global organizations. Call centers are increasingly becoming omni channel communication hubs where customers can skip across channels while interacting with agents.

How do call centers benefit by transitioning to using WebRTC-enabled softphones:

Provides enhanced CRM and real-time communication support: A call center has two primary functions – a CRM that has a database of customer interactions and the other part is taking calls from customers. The CRM runs on the web, so the web part of WebRTC is well-suited for them. On the other hand, call agents handle real-time communication, so the RTC part is cut out for them. WebRTC fuses both these requirements.
Cut down on software installation and maintenance: WebRTC operates inside the browser. This means one less software application to install, update, and maintain. If you have 500 agents working in your call center, this translates to a lot of saved effort. By moving to WebRTC organizations cut down on their software installation and maintenance. The browser already uses CRM software. WebRTC gets added as another CRM feature. Upgrades to browsers are automatic and usually happen without a glitch.
Set up call centers anywhere in the world at no extra cost: WebRTC allows organizations to reduce the time it takes to set up new call centers in any country, with almost no CAPEX (capital expenditure) spending. This is a huge benefit for small and medium organizations looking to scale their operations into new geographies.

Conclusion

If you are looking at installing a call center phone system, consider a single, unified cloud offering that provides a fully-loaded set of real-time collaboration services that can help your agents become flexible and productive, and provide the best customer experience.

Moving to a VoIP-powered softphone system is a step towards setting up a futuristic call center, which offers increased efficiency, seamless and versatile communication options, without incurring any exorbitant financial investments.

19May

5 Benefits of Softphone for Telecom Companies

May 19, 2021 Chetan Patel 11

softphone benefits for telecom companies

The global telecom industry has been undergoing a seismic shift in the last few years. The technology that has driven this change is Voice over Internet Protocol or VoIP. VoIP-based mobile dialer phones – or Softphones – are an entirely new way to make voice and video calls. As this technology matured, its impact on the telecom sector has increased. Today, VoIP is the driving force behind many telecom majors and continues to grow in influence.

An important reason for the growth of VOIP technology is the increased global reach of businesses and changing working models. The gig economy is growing, and the changing nature of business requires organizations to retain the ability to communicate anywhere in the world at a minute’s notice.

A report by UK’s Ofcom suggests that “in the coming years’ broadband-based call services will become increasingly common, as PSTN is reaching the end of its life, becoming increasingly difficult and costly to maintain. Many major telecom providers are offering VoIP products delivered over broadband to their customers.”

How are VoIP-based mobile dialers changing the telecom industry?

A 2021 Global Market Insights estimates that the size of the VoIP market was over USD 30 billion in 2020, and is expected to grow at a CAGR of 15% from 2021 to 2027. Innovation by the VoIP industry, as well as improved internet connectivity, is driving this trend. Also, with over 80% of global organizations adopting Unified Communications, it is clear that softphones have a booming market.

In this blog, we will look at the VoIP mobile dialer technology and how it has metamorphosed the global telecommunication space.

What is a Softphone or VoIP mobile dialer and how does it work?
Why Softphones are a game changer for the telecom sector.
Benefits that telecom companies can offer global enterprises through VoIP-based softphones.
What advantages do telecom companies get by offering VoIP mobile dialers to enterprises?
The future of a VoIP-powered telecom sector.

Softphone: What it is, How it Works, and its USP for telecom players

What is a Softphone or VoIP mobile dialer and how it works

What is softphone

Softphones are software-based dialers that can be used on any computing device. They are quick and easy to deploy as well as maintain, and system admins can implement and update VoIP software across all machines in one go. Since no new hardware installation is required, they’re cost-effective as well, with organizations needing to pay only licensing and service fees.

VoIP-enabled softphones are the new way of making voice calls – as it revolutionizes the way audio voice calls are transported. In traditional telephony, the sound was converted into electrical signals, which were then transmitted through a network of phone lines. This system is called a Public Switched Telephone Network (PSTN).

Voice calls work differently with VoIP. Now, the audio doesn’t get translated into electrical signals. Instead, it is converted into internet protocol (IP) data packets that are transported via the internet from one end of a call to the other. Softphone devices include computers, smartphones, or tablets. The software itself is provided by a dedicated VoIP or communication service provider.

Modern softphone applications have an accessible, user-friendly interface that users can navigate with ease. This means an organization’s entire workforce can make calls using their own devices while using simple and familiar dialing and calling experience.

Now that you know what a softphone is, let’s understand how it’s changing or impacting the telecom sector.

Why Softphones are a game-changer for the telecom sector

softphone for telecom company

In an established commercial sector like telecom, not all new technologies capture the collective industry imagination like VoIP mobile dialers have done. Why has this new technology taken such a hold over the telecom sector?

The answer to this question can be found in the number of advantages VoIP offers over the older telephony method.

As VoIP technology gets more mature and better developed, its benefits outrun PSTN on a number of fronts.

Telecoms companies and carriers, then, have little choice but to adapt to VoIP. It’s what customers want, so it is what they must deliver. Also, it is not only customers who will benefit from a switch to VoIP dialers.

The seemingly unstoppable migration to VoIP is good news for telecoms firms, as there are several notable advantages for them too. Let’s look at some of these advantages:

Cost

Making calls via VoIP is more cost effective than doing so via a PSTN. A VoIP mobile dialler doesn’t need expensive hardware installation or phone lines. It can be up and running in the time it takes to install the required software. Since geographical distance doesn’t matter in VoIP calls, long-distance calls don’t come at a premium.

Portability

Modern organizations are no longer restricted to a single geography. Companies work out of multiple premises and even encourage remote working. VoIP telephony is in sync with this modern, mobile style of working.

Unified communication

VoIP mobile dialer systems offer users more than just voice calls. They deliver Unified Communications as a Service. Voice calls, instant messaging, and video conferencing can happen through one system.

Maintenance

The traditional PSTN relied on an aging infrastructure. Telecom companies often ended up providing services using outdated copper wire phone line networks. As these networks got older, the cost of maintaining them rose multiple folds.

Also, a physical network of phone lines is vulnerable to issues like weather or vandalism acts. VoIP-delivered services are much easier to maintain and fix.

Convenience

Across the world, major telecom carriers are already leveraging VoIP technology, building internet protocol (IP) based networks to provide both voice calling and broadband services. Relying on such IP-based networks is far more convenient for carriers as they don’t have to maintain a separate PSTN for call services.

Benefits that telecom companies can offer to global enterprises through VoIP-based Softphones

The move to Unified Communications (UC) by businesses around the world is unstoppable. A Grand View Research forecasts that the global UC market will register a CAGR of a whopping 17& from 2019 to 2025.

Workers are increasingly demanding packaged mobile solutions and organizations are driving softphone adoption in a big way. This means that ignoring the opportunities this market presents is not possible anymore.

As the COVID pandemic unfolded, enterprises of all sizes transitioned their workforce to remote working technologies.

A major challenge for many businesses, especially small companies with limited resources, is to equip their remote workers with the right tools. No business can afford to lose touch with its customers, which makes communication technology a key requirement. In fact, many work from home employees use their own devices, be it a desktop or mobile phone. This makes Softphones a handy tool. What are its advantages for organizations?

Low cost and minimum hardware

Softphones can be downloaded on existing devices, eliminating the need for hardware investment, cabling requirements, or dedicated lines. If a softphone requires a software upgrade, most providers let you upload the latest version for free.

Easy scalability

To make communication quick and seamless for employees, downloading a softphone is the easiest option. That way, new employees can be easily provided with a phone and phone number in no time. In fact, some companies are avoiding landlines altogether by switching to VoIP and taking advantage of softphone options.

Increased privacy

No one wants to give out their personal number for work purposes. Softphones allow employees to hand out one business number through a simple softphone app download on their mobile device or laptop. This way, they don’t miss any calls and don’t compromise on privacy.

Video capabilities

Most softphone applications include video conference capabilities. This is a very useful feature for organizations that conduct frequent meetings with external clients or with overseas teams.

Security

Most softphones come with end-to-end encryption and have systems to detect and stop fraudulent callers, keeping organizations, their employees, and their data safe. They also have firewalls against hacking and making fraudulent calls on a company’s behalf.

Benefits of unified communications

As more and more telecom companies offer a VoIP-powered common communication platform across devices, it makes it easier for employees to communicate with one another and simplifies the way they connect with clients. They can schedule conference calls, send instant messages, converge voicemails with emails, and access several other communication options that PSTN and traditional phones do not offer.

Softphones are future proof

Like any software, a softphone app can be easily upgraded. This enables organizations to have access to the latest features and functionalities when updates are rolled out, without investing in any additional equipment.

Softphones support BYOD policies

A bring your own device policy encourages employees to use their own devices. This works well for remote workers, and employers don’t have to incur the costs of providing equipment. Softphones easily fit into an enterprise’s BYOD policy as users can convert any device into a business communication tool.

What advantages do telecom companies get by offering VoIP mobile dialers to enterprises?

The telecom sector was originally built on the foundation of the Public Switched Telephone Network (PSTN). This network required telecom companies to invest heavily in physical infrastructure.

VOIP mobile dialers do not require such an infrastructure, as the entire process of making and receiving calls happens on internet waves. Audio is transformed into data packets whenever a call is made. VoIP technology uses the internet to carry data packets to call recipients anywhere in the world. This process of conversion to data packets happens in the same way that all forms of online information are sent or received.

The benefits of Softphones far outweigh that of PSTN. In terms of connectivity, they do not require public bodies or private companies to establish and maintain physical infrastructure – only an internet connection is needed.

Similarly, expanding and upgrading PSTN requires huge financial investments. For VOIP mobile dialers, the upgrade can happen with a simple software update.

Many of the features that are offered on VOIP mobile dialers, such as call waiting or call forwarding, come as part of a complete package, and at no extra cost. On the other hand, most of these are paid features on PSTN.

Major telecommunication companies are moving to VOIP dialer services because advances in internet technologies, such as 5G networks, remove obstacles for VOIP such as internet speed.

The future of a VoIP-powered telecom sector

What does the rapid advance of softphones mean for the future of the telecom sector? Will it displace traditional telephony and become the communication technology of the future? Current trends and statistics definitely point towards this.

Let’s consider the US market. The shift to softphones is accelerating in North America, and some experts predict that the technology could replace PSTN as early as 2025. To stay in tune with this trend, many leading telecom firms are already moving significantly towards VoIP dialers. Also, many big US companies already power landlines via VoIP.

In a report on the future of fixed telephone services and the growing traction for VoIP, the United Kingdom’s Ofcom observed: “PSTN is reaching the end of its life and becoming increasingly difficult and costly to maintain. We recognize that the migration to VoIP is necessary to ensure the continued provision of reliable landline telephone services given that the PSTN can no longer be sustained in the long term.”

There is growing consensus that VoIP mobile dialers are the future of the telecom sector. To survive and prosper, all telecom companies will have to become VoIP-enabled firms.

Conclusion

The telecommunications industry is changing, and VOIP telephony technology is set to replace older PSTN systems that are currently in place. It is no longer if, but when.

VoIP has been proven to be a more superior and feature-rich technology. For organizations, there are added benefits and significant savings on communication costs. There are already VoIP services in the market that cater to the unified communications needs of businesses. For companies that wish to cut down on expenses and boost communication efficiency, VOIP mobile dialers are the way to go.

21Apr

What is SIP and How Does It Work?

April 21, 2021 Maulik Shah 21

what is sip voip call

All conversations need an introduction and a reliable framework to initiate them. Session Initiation Protocol (SIP) does this job in the digital world. It’s a seamless way to begin and end online conversations.

SIP is a signaling protocol for IP-based telephony applications. It provides the control layer for communications like the establishment and release of a voice call. This communication technology does more than just connect agents to their clients. It allows users to manage and modulate every call that enters their system. What’s more, SIP is content-agnostic. Although SIP was initially designed for voice communication, today it is also used for establishing sessions for instant messaging, video conferencing, SMS, file transfers, and more.

SIP is essentially used for internet telephony and disseminating multimedia between two or more endpoints. For instance, a user can start a telephone call with another user using SIP, or initiate a conference call with multiple participants.

The SIP protocol was designed to be simple, with a limited set of commands. Since it is text-based, anyone can read a SIP message that is passed between two endpoints in a session. The protocol is also flexible and comes with great depth. It was designed to set up real-time multimedia sessions between different participant groups. For instance, apart from facilitating regular telephone calls, SIP can be used to set up video and audio multicast meetings, or instant messaging conferences.

Since SIP is an open standard, it has sparked enormous interest in the telephony market. Marketers of SIP-based phones are witnessing huge growth in this sector.

In this blog, we will get a macro as well micro view of what SIP is, how it works, how it compliments VoIP, and why businesses should invest in this technology:

What does SIP do?
SIP Vs VoIP and how SIP adds value to VoIP.
Features of SIP.
How SIP enables a VoIP session call flow.
How SIP works during a voice call.
Benefits for businesses.

What does SIP do?

SIP is not voice, not video, and not data – the protocol is not restricted to any one media. Also, while it is mostly applied to VoIP, it’s not exclusively a VoIP protocol as well.

SIP launches and ends IP communication sessions that could either be voice calls between two users or a team video conference. It initiates a session by sending messages – in the form of data packets – between two or more identified IP endpoints, also known as SIP addresses. Every SIP address is linked to a physical SIP client – like an IP desk phone – or a software client – like a softphone, for instance.

During these sessions, SIP does not decode or transfer any information. Therefore, the protocol can be used for video conferencing and instant messaging besides making internet voice calls.

SIP’s primary function is to set up calls and end them once they finish. This process involves 5 parts:

User location: This tells the protocol where the end system that will be used for the call is located.
User availability: This tells the protocol whether the party that is being called is available to take it.
User capabilities: This determines the media that will be used for the call.
Session setup: This involves connecting a call from one user to the other.
Session management: This involves the running of the call session – for example: transferring and ending a call.

SIP Vs VoIP: How they differ

Since both SIP and VoIP (Voice over Internet Protocol) are both internet-based telephone service technologies, it is common to confuse between the two. The key differentiator between the two is that while VoIP is a type of telephone service, the SIP protocol is used to commence and end communication through VoIP or any other technology.

If your business only requires voice communication, you might want to invest in technologies other than SIP with your VoIP system. However, organizations are rapidly adopting advanced technologies in order to stay competitive and scale rapidly. With its superior unified communications platform and strategies, SIP provides businesses with this opportunity.

Finally, businesses must consider what solutions work best for them. If an organization is considering consolidating its communication technologies, then integration of SIP and VoIP services would be a high-value option for them.

How SIP adds value to VoIP

A primary reason for SIP’s soaring acceptance as a go-to telephony technology is that it supports a wide range of communication platforms. Besides being easy to implement and manage, SIP builds on an enterprise’s VoIP system strengths and fills the tech gaps, allowing them to turn more productive.

SIP adds value to VoIP in various ways:

If a business needs a network system that will provide crystal clear images in long-distance video conference calls, SIP will do the job seamlessly.

If an organization is looking for an easy way to send files and documents to its employees and outside its office, SIP offers the functionality it needs.

Because of SIP’s flexibility, enterprises, as well as service providers, use it to deliver VoIP services. SIP even builds on VoIP’s capabilities by adding video and data transfer potential to it.

SIP enables network operators to gain more control over their services. For instance, not only does SIP set up the initiation of contact between devices, it also allows users to add more parties to a call, or switch between communication methods.

Features of SIP

SIP can handle a diverse range of media technologies as the protocol is not restricted to any limited media types. Let’s look at some features of this protocol:

Direct connection between private and public telephone networks:

One of SIP’s main benefits is that it provides a direct connection between private or local telephone systems and public telephone networks. This way, individuals and businesses don’t need legacy phone lines to connect calls.

Provides end-to-end authentication and encryption:

VoIP networks opt for SIP as a call control protocol because of its open and extensible properties. However, the integrity of call signaling between two sites is a priority for businesses, to counter eavesdropping concerns. SIP provides this by supporting comprehensive end-to-end and hop-by-hop authentication, as well as end-to-end encryption.

Supports both multicast and unicast communication:

Users in a SIP session can communicate using multicast or unicast relations, or even a mix of the two. SIP supports session descriptions that allow participants to accept a common set of compatible media types. It also facilitates user mobility by proxying and redirecting requests to the location where the user is at the moment. SIP is not restricted to any one conference control protocol.

Additional capabilities can be added easily:

SIP doesn’t make any presumptions about the underlying transport protocol. It can, therefore, be easily extended with additional capabilities and is actively used for many media applications. This also makes SIP an enabling technology for providing innovative new services that integrate multimedia with internet services like e-mail, instant messaging, and the worldwide web.

Asynchronous event notifications:

In addition to real-time services, SIP can be used for asynchronous event notifications, such as automatic callbacks, message-waiting indicators, SIP proxy statistics changes, presence information, session changes, buddy lists based on presence, and more.

Unlike other telephony systems, SIP is non-numeric:

Telephony is usually associated with numeric addresses. In SIP, an end station has a SIP URI (which is a form of URL) that recognizes it and is used in the SIP protocol. Because phones generally have numeric keypads, they translate what you dial into a SIP URL.

SIP is text-based:

The SIP Protocol is text-based and has a notable resemblance to the HTTP protocol. The text-based messages and SIP’s request-response mechanism make for easy troubleshooting. Also, it is easy for anyone to read and decipher the text-based SIP messages passed between the endpoints in a session.

SIP leaves fewer margins for error:

Because SIP isn’t affected by external factors, there are lesser things that can go wrong with it. While traditional phone lines can be affected by bad weather, SIP trunks use the internet and can have back-ups set up to ensure that even if your internet connection goes, you aren’t offline for too long.

Big cost benefits:

SIP works out to be much cheaper than traditional phone lines. Small to large businesses that switch to SIP-enabled VoIP phones reduce the cost of their local calls and save on international calls as well. Once the initial setup is done, the only thing that businesses pay for is the Wi-Fi that you use to place these calls and your unlimited SIP trunk subscription.

How SIP enables a VoIP session call flow

Now that we have understood the dynamics of how SIP works, let’s look at how a SIP call flow establishes a VoIP call. There are four parts that together establish a call:

Registration:

When a user agent – let’s suppose it’s a softphone – launches, it has to register with a SIP server so it can be found by other users. This happens by using the SIP Register request message. The message provides the location details through the To and From SIP URIs. Besides the message, additional binding can be provided through the contact field.

Establishing a call:

This is where the real work happens – in the following steps:

SIP invite request: The SIP invite initiates an attempt to establish a call. This is sent from the caller to the SIP server where it finds the call receiver’s number. In larger networks, the SIP server may need to consult other SIP servers if this user number is not local. Once the number is located, the invite is forwarded.

SIP response 100: A message is sent from the SIP server to the number of the end-user in order to confirm the invite request.

SIP Response 180: This message is a confirmation that the invite has been received and the user agent is alerting the user.

SIP Response 200: A 200 response is sent to confirm a call when it is answered by the end-user. Also, the user agent sends a message with the VoIP call parameters. This message results in an exchange and negotiation of VoIP call parameters.

SIP Ack Request: In the final lap, the caller confirms the call by sending an Ack request to the number he has called.

VoIP Call:

The VoIP call is transmitted between the user agents using RTP (real-time transport protocol), which is also used for sending audio and video data over Internet Protocol networks. Besides this protocol, RTCP (RTP control protocol) is used to provide statistics and control for the RTP transmissions.

Terminating a call:

When a user ends a call, a SIP Bye request is sent. The call can be ended from either side of the line. The termination is confirmed by the other user agent with a SIP 200 status code response.

How SIP works during a voice call

Before voice information is sent over the internet, it needs to be encoded in codecs. This enables audio signals to be translated into data. There are two primary types of codecs that are used: G.711 and G.729. Let’s take a step-by-step look at how SIP connects voice calls:

Real-time transport protocol (RTP) is used to transport packets of encoded audio data. RTP comes with its own protocol application layer which facilitates the movement of audio and video data in real-time.
In the next step, the RTP and SIP packets are transported by protocols at the transport layer. This is done either by using a Transmission Control Protocol or a User Datagram Protocol. User Datagram Protocols are considered to be better suited for transporting VoIP calls.
In the final step, as SIP is a media-independent application, another application layer protocol – known as the Session Description Protocol (SDP) – works with SIP. SDP indicates the type of media that the SIP client sending the call and the client receiving the call can support.

Benefits of SIP for Businesses

Enterprises today are trying to figure out how to support a host of new unified communications applications in an era of new devices, mobile connections, and sophisticated end-users. In such a scenario, how does SIP benefit organizations?

Customer engagement is a top priority for sales agents, and this is where SIP stands out the most. Using a text-based medium to transcribe messages, this VoIP function enables both agents and clients to run through the messages exchanged during every session, and makes it smoother for both developers and network managers to find and correct mistakes.
Whether it’s through their computers or mobile phones, clients can efficiently communicate with agents through SIP. Since its appearance, SIP has played a key role in the success of internet telephony as a critical tool for call centers in providing customer service.
This VoIP function has played a significant role in helping companies become cost-efficient in their communications. You could be located anywhere in the world SIP has made it possible to make free audio or video calls.
Telecom major AT&T has confirmed that SIP “can reduce access costs, improve bandwidth utilization, and bring down operational expenses. Enterprises using SIP can save significant money by converging their voice and data networks, particularly if they are covering multiple locations.” Gartner estimates that SIP trunking will reduce telecom expenses by 50% in the US.
Since SIP has become a well-accepted telephony standard, it has helped enterprises eliminate telecom complexities, accelerate innovation and avoid vendor lock-ins. Using SIP, technology organizations can construct diverse multi-vendor networks that meet their functional and financial needs.
SIP is a valuable tool for companies that have employees working in locations across the world, and need to collaborate over long distances. As SIP facilitates fast and powerful multimedia sessions, it’s an ideal solution for such businesses.
Businesses deploy SIP to boost efficiency and increase ROI within their organizations. For example, instead of having several platforms to manage video, telephony, and other services, they can use SIP to manage them all with one interface.
SIP calling ensures that an enterprise is always available and on-call for their customers to contact them.

Conclusion

SIP has become one of the most common protocols to be used in VoIP technology, as this application layer protocol works in conjunction with other such protocols to control multimedia communication sessions over the internet. SIP is fast gaining momentum as being a protocol of choice to facilitate audio calls, video conferencing, and instant messaging in next-generation networks, to boost efficiency and cost-effectiveness for businesses.

19Apr

What is a Softphone – Definition, Benefits and Lots to Know

April 19, 2021 Maulik Shah 21

SIP Softphone

In the days of the good old PSTN (landline, in simple terms) you had a nice phone with a round dial and you spun the dial to connect with someone. The round dial gave way to push button type dialers that did the same thing and that was that. These are hardphones.

What is a softphone?

Softphones, by definition, mean software based dialers. Everyone is familiar with the dialer interface on mobile phones. Softphones are similar. The mobile dialer is software based.

What is softphone

To understand how softphone is different than the hardphones or deskphones, we’ve made a comparison chart on Softphone Vs. Hardphone:

VoIP softphones on desktop and mobile

The softphone software does need to be installed. You can install it on a mobile in the form of a mobile dialer app. You can install a softphone on your desktop. You need internet connection on both devices in order to make and receive calls the same way you make and receive calls on a regular phone. For desktop computers you need a microphone and speakers attached to the audio ports. A headset that has both is recommended.

The key difference is that the softphone front end dialer initiates calls or accepts calls. The crucial background service is SIP based.

The SIP factor in VoIP softphones

What you see when you download the softphone dialer is the front end. You have a visual interface that allows you to make and receive calls among other things. However, a lot is going on in the background since calls are now internet based and this is where you have SIP working in the background.

SIP is short for Session Initiation Protocol, one of the different protocols used in internet telephony. You download the app and your app provider takes care of SIP provisioning in the background. This comprises of:

Creating a user account and authentication process
A direct inward dialing SIP phone number that you can use like any other phone number to make and receive calls to other SIP phones, mobiles and landlines.
Connecting to the backend SIP Proxy server and gateway.
SIP is responsible for identifying user location, user availability, capability, session setup and management. You can also transfer calls and have intercom features or turn a call into a conference, all thanks to SIP.

SIP is important for VoIP telephony using softphone dialers. SIP defines messages, initiates a call, keeps track of it and terminates it on hang up. It comes into play for audio and video calls.

You have the newer WebRTC technologies from Google that supports audio-video calls and conferencing plus document exchange during calls but even this needs SIP in the background. More details about SIP appear in our blog here. For end users it is not of material importance to go into details of SIP, just to know that it is there powering your mobile softphone.

Why use a softphone if I can use my phone for audio video calls?

For individual users that question is easy to resolve: you can do without SIP softphone apps.

However, business is a different thing. Even if each employee has a mobile device with unlimited calls and internet, there are limitations to mobile phones that SIP softphones overcome.

Each employee has a different number. It is difficult to integrate all these seamlessly into your IP PBX or office phone system and CRM. Softphones integrate with IP PBX and CRM.
If contact data is updated then all individual employees must update their contact list. With softphones your employees all access a centralized database of contacts and, importantly, relevant data of contacts such as purchase history, complaints and so on.
There is no security or confidentiality of calls nor do you have centralized records, which is crucial for business. Softphones record calls and log data of calls received and sent.
Employees may use mobile softphones on their phones when out of office and be available should they choose to be so or set “presence” to off and yet receive push notification if someone is trying to get in touch with them.
They can use the softphone dialer on the mobile and also on desktops, ensuring continuity. Efficiency increases.
It is easy to transfer a call to another employee simply by dragging the call to the other employee name in the contact list.
You can convert a call into a conference call by inviting other employees to participate. If you opt for webRTC powered softphones then it permits you to exchange documents and mail or share video within video. (Read more about WebRTC phones here). Your mobile phone may simply not have this feature.
Desk Phones have limitations – accessible only when you are in office. On the other hand, SIP softphones on mobiles let employees carry their office and data with them wherever they go and access office records or be accessible at any time. (read about softphones vs deskphones here).

There is more to SIP softphones that make it virtually indispensable for business users.

The Softphone features

Provided you choose the right SIP softphone from the right provider you get more than internet telephony. You get all the benefits of Unified Communications plus low cost.

You can make and receive audio and video calls
Convert audio video calls to audio-video conference on a SIP softphone
Hold, transfer, barge in, forward calls
Use presence feature to indicate availability
Enjoy push notification that tells you someone is trying to reach you
Send a text message from within the softphone app
Send voicemail from the SIP softphone app
Access CRM and complete data of customers through the mobile dialer app
Caller ID, call logs, call recording, one click call
Share documents, show video within video, share screen, send email or fax and send message even during an ongoing audio-video conference
Access email, send emails.
Higher levels of encrypted security so you can be sure business communications are absolutely confidential and remain so.

The benefits of SIP Softphone

Here are a few benefits of SIP softphone you cannot ignore

As stated in the previous section you have quite a few more features in SIP softphones and all of them are integrated into a single dashboard. No mobile phone can integrate all these features and permit low cost national and international calls and video conferencing with secure lines.
You do not need dedicated lines. Each employee’s mobile device becomes a sort of extension of the office IP PBX if you have one, or slips smoothly into the SIP proxy server setup.
You will deliver a happier customer experience by being available at any time, by responding quickly and by responding intelligently through access to CRM data. You can even configure it to work with the IP PBX IVR and then auto route calls to the one employee most capable of handling an incoming call.
Call anyone, anywhere at any time from anywhere at a low cost. This is simply not possible using mobile phones or desk phones. If you take your mobile phone abroad then roaming charges can be horrendously high as everyone knows. No worries with SIP phones. You can be in London and call without cost worries and you can be in New York the next day and use the softphone. You just need internet or wi-fi internet for it to work. You can get wi-fi anywhere in the world.

Now that you know just how useful a softphone is for your business the next question is which softphone to get.

Which SIP Softphone to choose?

SIP has plenty of features and developers of Softphone Mobile Apps can do a lot to develop a complex softphone dialer with all the bells and whistles or simply dish out a plain version. It is up to you to choose. However, at a minimum, consider:

Your SIP softphone should permit set up with direct inward dialing numbers and have features stated above as well as integrate with CRM.
WebRTC is desirable. You can do more with it than with plain old SIP softphones, take our word for it.
As said above there are plenty of features but not all employees may use all features at all times. What you need is a SIP softphone that has features represented by icons that users can drag and drop into the main operational area – less clutter, speed of operations is the result.
Superior codec, transcoding and protocol handling. This sounds like a mouthful and it is. With no codec handshake, you simply cannot talk with other parties. It is up to the developer to integrate codecs and protocols so you never know that such a hurdle even exists. But do ask, all the same.
Full HD audio is a must and how it is implemented keeping in mind variable internet bandwidth and speed is important. SVC implementation takes care of smooth video regardless of video speed and, likewise, your softphone developer should be able to integrate audio codecs for crystal clear clarity regardless of internet connectivity. Tragofone is top of the line softphone with full customizable options.

Tragofone is as good as it gets with SIP server support and WebRTC layered over customization, security and ease of use. Request a demo to find out all that it can do for you.

09Apr

How VoIP Softphone Empower Your Sales Team?

April 9, 2021 Nikunj Parmar 24

VOIP Softphone

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.

VoIP softphone app

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 28

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 desk phones – the traditional telephony system we are all familiar with. While some phone system vendors are convinced that the days of the desk phone 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 desk phone or softphone solution is a question that many organizations face.

In this blog, we will walk you through a comparison of desk phones 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 Desk phone?
Advantages of Desk phones and why you should have them.
Desk phones Vs softphones: A comparison
What the numbers reveal and what should you choose?

What is a Softphone?

What is softphone

The Softphone, or Voice-over-IP (VoIP) mobile dialer is the next new technology in the communication world. A 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.

white label softphone app

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-labelled 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 centres 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 centre 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 Desk Phone?

desk phone alternative solutions

An IP desk phone 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 desk phones 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.

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

4 Advantages of Desk Phones

Desk phones are a familiar device for most users, with a proven form factor that goes back decades. Although desk phones 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 desk phones when they can achieve flexible and cost-efficient communication using mobile devices or softphones?

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

Here are some reasons why desk phones still remain popular:

1. Easy usage

Desk phones 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 desk phones 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 desk phone while your laptop is still booting.

3. Desk phones 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 Desk Phones?

Desk phones 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 desk phone hardware regularly.

IP desk phones 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.

Desk Phones Vs Softphones: A comparison

	Desk phones	Softphones
User Interface	Desk phones 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 desk phones 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. Desk Phones are useful for executives who work at their desks. People like customer support representatives and technicians are comfortable using desk phones.

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 desk phones for all the workers in your organization. And, if you plan to buy them desk phones, 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 28

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.

unnamed 8

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

Features of 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 dialer 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.

Softphone

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Appear as a local business

Team work

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Conclusion

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