Softphone
A softphone is phone software that runs on a computer, in a browser or on a mobile device and lets you make and take calls without a desk phone.
A softphone moves the features of a physical desk phone into software: dialing, answering, hold, transfer, mute and the keypad all happen on screen, and audio goes through a headset or the computer's microphone and speakers. It comes in three common forms: desktop apps, mobile apps and browser-based softphones that need no installation. In call centers, the softphone is usually part of the screen the agent works from.
How it works
Desktop and mobile softphones usually register with a PBX or calling platform using SIP. Browser-based softphones use WebRTC: the browser asks for microphone permission and the audio is encrypted in transit. An incoming call shows up as an on-screen alert with a ringtone, and the user answers or declines with one click.
Why it matters
Teams working from home or from different offices can use the same system without buying desk phones. Because the softphone sits next to the business applications on screen, the agent sees the caller's record and history together with the call, which is the basis of CTI. A headset with a microphone and a stable internet connection make a noticeable difference to audio quality.
In Speakline
Speakline's agent desk includes a softphone that runs in the browser, so there is nothing to install. Hold, mute, transfer, the keypad and internal calls between agents are on the same screen. See Call center for details.