What is a Softphone & 5 Key Softphone App Features
What is a Softphone & 5 Key Softphone App Features | VoIP
Topics
- Soft phone
- Top five features
- Ring groups
- Visual voicemail
- Call monitoring
- Contact list sharing
- Video conferencing
Video summary
In this video, the speaker discusses the concept of a soft phone and highlights the top five features to consider when choosing a provider. A soft phone is a downloadable application that allows users to make and receive voice calls over the internet. It provides mobility and flexibility, allowing team members to manage business communications from anywhere on any device. The first key feature discussed is ring groups, which allows customizable contact groups of agents to receive calls simultaneously, ensuring quick responses. Visual voicemail, the second feature, transcribes voicemail messages into written text, saving agents time and helping prioritize callbacks. Call monitoring, the third feature, enables managers to listen in on calls in real time, improving support quality and providing feedback to agents. Contact list sharing, the fourth feature, synchronizes contact information across devices, streamlining communication within the team. Lastly, video conferencing capabilities are essential for team collaboration and communication. The video concludes by encouraging viewers to like, subscribe, and share the video on social media.
Video trancript
hey everyone today we're answering the
question what is a soft phone and
filling you in on the top five features
to look for when choosing a provider
let's get right to it
a soft phone is a downloadable desktop
and mobile application that lets users
make and receive voip voice calls
through a virtual interface designed to
mimic the look of a regular phone dial
pad essentially a soft phone lets team
members manage business phone
communications from anywhere on any
device with internet access soft phones
increase mobility for both remote and
in-house teams
while these five features offer
additional benefits like streamlined
call management increased first call
resolution rates and even video
conferencing number one ring groups ring
groups are customizable preset contact
groups of agents with similar skill sets
that work in the same department or that
share the same schedule
when an inbound call comes into a ring
group all the telephone numbers within
the group ring simultaneously ensuring
the caller gets a quick response
the call goes to the first agent that
answers the telephone this is ideal for
sales and support teams since it cuts
down on caller wait times while
streamlining the workflow for your
agents number two visual voicemail
visual voicemail transcribes inbound
voicemail messages into written text
that the agent reads through the
softphone ui visual voicemail also
called voicemail to text or voicemail
transcription
saves agents time and makes it easier
for them to prioritize callbacks based
on message content
voicemails can also be forwarded to the
agent's email address as a written
transcription or audio recording to help
them better manage callbacks and keep
track of messages this process is called
voicemail to email
number three call monitoring call
monitoring lets managers listen in on
calls in real time giving them better
insight into the quality of support and
customer service and ensuring agents get
proper feedback the call whisper feature
lets managers guide the agent through a
live conversation without the customer
hearing their coaching advice managers
can also take over a call with the call
barge feature number four contact list
sharing
contact list sharing automatically syncs
saved contacts adds new contacts and
updates contact information across all
connected devices streamlining teamwide
internal and external communication
within the softphone interface agents
can subscribe to contact lists for
automatic updates track information
changes and share their own contact
lists with other team members
all changes are synced across the entire
directory
number five video conferencing
finally no modern soft phone would be
complete without video conferencing
capabilities
some soft phones have native video
calling capabilities while others rely
on third-party integrations with tools
like either zoom or microsoft teams
in any case being able to instantly
start or join online meetings share your
screen and co-edit files in real time is
essential to improve team collaboration
and communication if you enjoyed this
video hit the like button and subscribe
by hitting the notification bell below
to keep up with our journey to simplify
the voip world and share this video on
social media too so your friends can
pick a soft phone that's actually worth
their hard earned cash
until next time this is nate from get
voip
[Music]
you
Dig Deeper
What is a Soft Phone?
A soft phone is a downloadable desktop and mobile application that allows users to make and receive voice calls using Voice over IP (VoIP) technology. It provides a virtual interface that mimics the look of a regular phone dial pad. With a soft phone, team members can manage business phone communications from anywhere and on any device with an internet connection. This increased mobility is beneficial for both remote and in-house teams.
Top Five Features to Look for in a Soft Phone Provider
When choosing a soft phone provider, it's important to consider the following five features:
- Ring Groups: Ring groups are customizable contact groups of agents with similar skill sets or schedules. When an inbound call comes in, all the telephone numbers within the group ring simultaneously, ensuring a quick response. This feature is ideal for sales and support teams as it reduces caller wait times and streamlines workflow.
- Visual Voicemail: Visual voicemail transcribes inbound voicemail messages into written text within the soft phone UI. This saves agents time and makes it easier for them to prioritize callbacks based on message content. Agents can also forward voicemails to their email address as written transcriptions or audio recordings.
- Call Monitoring: Call monitoring allows managers to listen in on calls in real-time, providing insight into the quality of support and customer service. Managers can provide feedback to agents without the customer hearing by using the call whisper feature. The call barge feature enables managers to take over a call if necessary.
- Contact List Sharing: Contact list sharing automatically syncs saved contacts, adds new contacts, and updates contact information across all connected devices. This streamlines teamwide internal and external communication. Agents can subscribe to contact lists for automatic updates, track information changes, and share their own contact lists with team members.
- Video Conferencing: A modern soft phone should have video conferencing capabilities. This feature enables instant start or join online meetings, screen sharing, and real-time co-editing of files. It enhances team collaboration and communication.
Impact on Customer Support
A soft phone with these features can greatly impact customer support. Ring groups reduce caller wait times, ensuring a quick response and improving customer satisfaction. Visual voicemail allows agents to efficiently prioritize callbacks and manage messages. Call monitoring provides managers with valuable insights into the quality of support and allows for coaching opportunities. Contact list sharing and video conferencing enhance teamwide communication and collaboration, enabling agents to provide better support to customers.
Choosing the right soft phone provider with these features can significantly improve customer support efficiency and effectiveness.
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