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Softphone vs. Desk Phone: 6 Reasons to Use a Softphone

Meryl D'Sa-Wilson 30th November 2020 Learn, VoIP

A softphone has all the functions and features of a desk phone, except it works on any device of your choice and in any location. Softphones provide flexibility and mobility without increasing your business expenses. So, why are softphones superior? Read on to learn more.

Why Use a Softphone Instead of a Desk Phone

A softphone is a software-based communication application used to make telephone calls over the internet. You can download it on any device (computer, tablet, smartphone). Some softphones are desktop applications that run on Mac and Windows devices. Other softphones are web-based and accessible through web browsers or smartphone apps for iOS and Android devices.

You can get a softphone through a business phone service provider or through third-party softphone apps. It is recommended, however, to get the one your provider offers as that would typically work best with your phone service.

Let’s look at how a softphone works better than a desk phone:

1. Quick and Easy Set-up

Softphones are easy to set-up and use. To set up your softphone, you will need a link or mobile app and login credentials given by your provider. You can then use this link on compatible browsers or download the app. Then, you type in your login credentials and you now have access to your softphone on any device.

You do not need any extra equipment — such as a specific type of desk phone — or additional configuration needs to make your softphone work. You can use softphones on existing devices and, therefore, there is no need to purchase a new phone.

2. Take Your Business With You

The best part about using softphones is that they work in the cloud. This means that you do not need to carry your office desk phone with you when you travel for business. You can simply access your phone service account via your softphone on any device and in any location. All that is required is a stable internet or WiFi connection.

Softphones help remote team management. Whether your employees travel for work or your teams work remotely, they can stay connected and reachable on their business line through their laptops or smartphones.

3. Answer Calls from Any Device and Keep Personal Numbers Private

When you use a softphone from your personal device, the thought usually is that your personal cell number or home number will be displayed on outgoing calls. However, that is not the case. The point of a softphone is to let you use your business phone line from any location or device.

As such, you can mask your personal number and instead display your business number when making a call. Furthermore, incoming calls made to your business number will forward to your softphone on your personal device without your number being made public.

4. Check Business Voicemail and Update Contacts On-The-Go

With the growth of softphones as a common business communication tool, providers have worked on making these software-based tools more efficient and useful. This has led to softphones having numerous features besides just a dialpad. These include:

Adding and updating contact information
Updating call notes
Having access to contact history and interactions
Easy call transfers with access to the office directory
Virtual voicemail forwarding
Customizable caller ID that lets you choose which business number to display
Making outbound calls to any location in the world with international business numbers
Having access to call reports and activity logs
Viewing other active users
In-network calls

With these features, users are working in sync with other employees to maintain continuity and productivity.

5. Less Equipment Needed in the Office

Since a softphone can be used on any device, your office doesn’t need to invest in top-quality desk phones. In fact, if your business has a BYOD policy, employees can simply use their own devices to make and receive calls, even within the office. This saves your business considerable communication-related costs as you do not need to purchase new equipment.\

6. Host Voice and Video Conference Calls

Some softphones also offer voice and video conference calling capabilities. This further encourages collaboration and helps with business meetings, sales pitches, and more.

Time to Get Your Business a Softphone?

A softphone simplifies the process of making and receiving business calls by enabling employees to stay connected no matter where they are or what devices they are using. Get a softphone today to streamline your calling process and improve office efficiency. To learn more, call us at 1 (888) 908 6171.

9 Ways for a Call Center to Use a Web Dialer

Nadine Sampson 17th June 2020 Learn, Tech

More and more companies (call center or not) are using a call center dialer or a web dialer to support their outbound calling strategies. The main reason is that this type of dialer can be used on any device and from any location. Here we will discuss what these dialers are and 9 practical ways you can use them to increase productivity and customer relations.

What is a Web Dialer?

A web dialer or call center dialer is a keypad tool that allows your employees to make business calls through a computer or smartphone. Call center dialers and web dialers are not meant for call centers exclusively. Regular businesses that engage in outbound calling for sales or customer retention purposes can use this dialer to connect with local and international customers. Virtual phone service providers like Global Call Forwarding offer web dialers with their outbound calling service.

Who Can Use a Call Center Dialer?

Businesses of every kind — start-ups, remote and hybrid workspaces, small businesses, large enterprises — can use a web dialer to manage their inbound and outbound calling efforts. Depending on what type of company you operate, there are two types of calling:

Inbound calling: incoming calls by customers, prospects, and vendors usually for customer service and support.
Outbound calling: outgoing calls made by your team to customers and prospects to increase sales.

A web dialer allows you to receive and make calls from your computer or smartphone. This means that you do not need to invest in desk phones for every employee. They simply download a software, application, or browser extension. Most providers will offer a call center dialer with additional features such as the ability to save caller notes, update contact information, check voicemail, CRM integrations, etc.

Web Dialer: 9 Practical Uses

Here are the top 9 ways your team can use a call center dialer to increase productivity and efficiency.

1. Sales and Lead Generation

Use the call center dialer to quickly contact various prospects on your sales list and generate new leads. You can store and update prospect information, notes on the interaction regarding whether they qualify, whether they demonstrate an interest in the product, need a follow-up call, and so on. This way, you create a contact and the next time you call them, you have a history to build off of, and can quickly dial the number. Dialers are a call center favorite when it comes to calling large volumes of customers.

2. Increase Brand Awareness

Besides merely calling to make a sale or appointment, you can use a web dialer to promote your brand and increase visibility. Use market research to identify target audiences and demographics. Then, contact these potential prospects from this list and introduce them to your brand and its products and services. You can offer them a promotion or direct them to your website where they can learn more about the services you offer. This will help you get closer to target consumers.

3. Connect with International Clientele

Global Call Forwarding’s outbound calling service comes with a customizable caller ID capability. This means you can customize your outgoing caller ID and override it with a toll free or local number (of the location being called) previously purchased. Customers who receive such calls will see a toll free number or a local number and are more likely to answer the call. The main reason is that local or toll free calls are inexpensive compared to international calling.

You can get multiple international toll free and local numbers for countries across the world. With this service, you can call internationally for much cheaper rates and avoid paying long-distance calling fees.

4. Welcome New Customers

Use your call center dialer to welcome and verify new customers when they sign up or make their first purchase. This will demonstrate customer care as it shows that you value their business. You can verify purchases, offer to help them understand your service better, activate accounts, and so on.

5. Follow-Up on Recent Purchases

Check in with customers who made recent or repeated purchases with follow-up calls. Ask for feedback, how the experience was, or anything that can be done to improve the service. This too will display that your business cares about how customers interact with it. Your team should always try to improve customer service and this is one way to do so.

6. Reach Out to Abandoned Carts

Abandoned carts occur when an interested customer starts the check-out process but does not complete it. In other words, they abandon their cart and don’t make a purchase. Follow-up on abandoned carts with calls to identify reasons why customers may hesitate to purchase your product or service. Inquire how processes can be made simpler or help them complete the purchase.

7. Execute Customer Retention Strategies

Bringing new customers abroad can be more expensive than retaining customers. Having the ability to quickly contact important and valued customers can help you improve customer relations. Some good customer retention strategies include calling customers and prospects to:

Schedule new appointments
Set sales appointments at more convenient times
Remind them of upcoming appointments, payments, renewals, etc
Help reduce abandoned carts, and more

Keeping in touch with customers shows that your business is customer-focused and this will help you retain existing customers.

8. Raise Funds/Donations

Another useful application of a call center dialer is when your organization is conducting a fundraising campaign. You can reach out to members or prospects, present your campaign, and more through an outbound calling service.

9. Collect Customer Surveys and Feedback

Finally, a call center dialer can speed up phone surveys and help you collect feedback from customers about certain services, products, or interactions. Use this feedback to improve your overall service and offer better customer care.

Need a Call Center Dialer for Your Business?

Voice IP and web dialers can work together to give you the right tools to support inbound and outbound calling. Your business may fall behind if you do not take advantage of the right tools.

You can get a web dialer with our outbound calling service attached to your virtual phone number plan. Sign up today on our homepage or contact us for more questions!

What is a Softphone? A Complete Guide

Chase Rogers 12th June 2020 Learn

When looking for a new business phone system to handle your office communications, you may have come across the term “softphone.” Here we will discuss what a softphone is, its uses, and how your business can benefit from one.

Definition of a Softphone

A softphone is a software that converts a device into a phone that makes and receives calls over the internet. In other words, it enables any device such as a computer, laptop, smartphone, tablet, iPad, etc., to place virtual calls. Add a headset with a microphone, a camera, and a voice over IP service, and you can even make and answer video calls through this software.

A voice over IP service works alongside a softphone as it converts voice signals into digital signals. And then transmits these signals from one destination to another through a stable internet connection. This is how virtual or VoIP calling is possible. Using VoIP technology makes it possible for businesses to stay connected and remain accessible from anywhere in the world.

How Does a Softphone Work?

Softphones run on most devices — Windows, Macs, Android, desktops, laptops, tablets, smartphones, etc. You can use a softphone by downloading a mobile or desktop app or through a web browser. In other words, a softphone is an internet phone that can be used through any IoT device. All you need is a microphone and speaker so that you can make calls without any interruptions. All important phone features are built into the softphone making it a user-friendly and cost-effective business communication solution.

Purpose of Softphones

More and more businesses are switching to VoIP phone systems for their business communications. Because of this reason, softphones are being developed to provide maximum benefit to users. What features come along with your softphone depends on your provider. Some offer extensive, advanced features while others offer basic ones. However, what features you need will be based on what you want to accomplish with your softphone. Consider these questions:

Do you want to simply make and answer calls?
Would you also like to set rules for forwarding and rerouting calls during off-hours?
Would you like a softphone that complements your outbound calling efforts by providing a customizable outgoing caller ID option?
Is it important for you to be able to update contact information and call notes within your softphone? And so on.

Key Features of a Softphone

Softphones are a flexible workplace communication tool that lets your employees easily connect with each other and with your customers. Most standard softphones will allow you to:

Make and answer calls
Transfer calls to different departments
Forward and reroute incoming calls
Set call forwarding rules
Call outbound by customizing your caller ID to display that of the region you are calling
Use call waiting settings
Call by dialing through a dial pad
Call with a single click
Update and manage contacts (name, phone number, email address, physical address)
Add important call notes that can be later referenced
Check voicemail
And more.

Softphone vs Hardphone vs Deskphones

So, how does a softphone compare against a hardphone or deskphone? And does your business need a softphone or deskphone?

Deskphones are the traditional landline phones individuals use to make and receive calls. Hardphones are similar to traditional deskphones in that they look the same (have a base, screen, handle, and buttons) and are plugged into the workstation.

So, what is the difference between a deskphone and a hardphone? Hardphones are connected to the business’ IP network. So, they make and receive calls using the business’ internet connection instead of traditional phone lines made of copper wires. Therefore, headphones are also referred to as IP phones. Deskphones, on the other hand, work through traditional phone lines.

Softphones take the phone system to the next level by enabling communication through software instead of physical phones. Any device capable of making and receiving VoIP calls can be used as a softphone. Softphones have all the functions of a hardphone and deskphone. And since the software runs virtually, you do not need a traditional deskphone or hardphone set-up. This helps your business cut down on equipment-related costs.

Who Can Use a Softphone?

What types of businesses can benefit from softphones? Who uses a softphone or which teams can benefit from a dialer like this? Companies that have the following services or business factors can utilize a softphone to increase productivity and efficiency:

Customer support teams
Sales and lead tracking teams
Call center services
Remote or multiple offices
Telecommuters
Traveling agents
International clientele or contacts
Businesses that need to record calls, and so on

Why Your Business Need a Softphone

The main reason companies are keen on using VoIP is its great cost-effectiveness. With a voice over IP service and softphone, you can:

Call internationally for lesser fees
Lower monthly communication charges
Work remotely or from any location with the same business number
Use advanced features in one platform

6 Benefits of Using a Softphone

Using a softphone for business communications can lead to higher productivity and connectivity while reducing the amount of money your business spends on its phone system. You can streamline communication, ensure in-house and remote teams are connected, and enhance caller experience.

1. Empower Your Team to Communicate Better

By providing your employees with the right tools and technology, you give them the power to do their job well. A softphone lets employees connect from any device and any location. Its user-friendly interface makes it easy to use without any interruptions or missteps. Furthermore, most softphones integrated conveniently into existing CRMs, making it easy for users to access all information and tools in one place.

2. Use Advanced Phone Features

Equipped with multiple call features, you can create a robust phone system and manage incoming calls in a way that works best for your business. Route calls to different teams, groups, and locations, as needed. Customize caller IDs when making outbound calls. Transfer calls in-house. Add customer notes and check voicemails. Record calls. And more.

3. Connecting Remote Teams

Using softphones for remote teams means increasing team connectivity and collaboration. Employees can see when others are online and can connect with others to collaborate on projects or for knowledge-sharing and handover purposes. This way, no matter where your employees and teams are, they can continue to work together seamlessly.

4. Save on Equipment Costs

Since softphones can be used through any device (smartphone, laptop, desktop), your business can save on providing all employees with deskphone and separate, designated phone lines. Instead, employees can just work out of their desktops or laptops. This goes for remote employees as well who can simply use the softphone through their existing device.

5. Encourage Collaboration & Conferencing

Let employees and users collaborate by enabling them to easily connect with each other, share essential information, knowledge, and documents, as well as jump in on conference calls. Increased collaboration and knowledge-sharing lead to better product development as you identify what works well and what doesn’t with regards to your business and your products.

6. No Need for Additional Phone Lines

Lastly, since these business calls can be made through a software solution and not traditional phone lines, you do not need to add or purchase additional phone lines for your business and new employees. All you need is a VoIP phone service from a provider like Global Call Forwarding. And then, simply add and remove users as needed.

Get a Softphone Today

Are you ready to get a softphone to enhance and streamline your business communications? Global Call Forwarding can help! Sign up for our virtual phone number service and use our GCF Web Dialer for any device to make and answer calls through the internet. Call us at 1 (888) 908 6171 to get started!