Picking the best softphone for your business determines how your business interacts with its customers and vice versa. Find out how to choose a softphone with relevant features and add-ons that will improve business-customer communication and enhance caller experience.
What to Look for in a Softphone?
A softphone is an application that allows users to place calls from any location and device. All you need is a headset, VoIP service, and a stable internet connection. Then your teams can make and answer business calls from anywhere in the world.
Softphones work through the internet and on most devices, as opposed to desk phones. So, whether your set-up includes Windows or Mac devices, you can use a softphone with ease. However, you will need a VoIP service with credentials to log in. And an internet connection with enough bandwidth to handle multiple VoIP calls.
How do you pick a softphone that fits perfectly within your phone system while offering you advanced telephony features? Here are a few things you must consider.
1. Operating System
What type of softphone would work best for your employees and teams? Do you need one that runs on a desktop or smartphone or both? Does it matter whether the softphone is compatible with Windows, macOS, iOS, or Android devices?
There are various forms of softphones: mobile apps, desktop apps, web extensions, and web browser apps. Certain softphones can be accessed by logging in on a browser (such as Chrome) while others need to be downloaded to a device to use. Many softphones use WebRTC for functionality.
You will need to decide what type of softphone is most suited for your business set-up. For instance, if all your employees work out of the same office and reuse the same devices (computers), a desktop app or browser extension works well. On the other hand, if your teams work remotely, you may want a more remote-friendly option such as a browser extension that can be accessed for any type of device. Most softphone providers will offer their dialer in these different formats.
2. Softphone Features
The next, and perhaps most important step is determining your needs and required features. The main purpose of a softphone is to make and receive calls from any device and location. But that is not all a softphone does. Softphones can also store call details and records, allow for internal transfers and conferencing, and more. When choosing a softphone, you may want to consider the different features that come along.
For instance, the Global Call Forwarding softphone offers the following features:
- Two-way voice calls with any of our numbers
- CRM and helpdesk integrations
- Call transfer within departments
- Free in-network calls
- Advanced call routing options
- International call forwarding
- Customized caller ID
- Call detail records
- Fully integrated contacts and call history features
- Cloud call recording
- Ability to call with one click
- Voicemail
Think about how these features can further streamline your business communications. If you hold multiple offices or manage remote teams, being able to quickly transfer calls can save a customer’s time. Additionally, having an outbound calling service with a dynamic caller ID ensures you call international customers through numbers they recognize and feel comfortable answering.
Furthermore, having access to call records and contact information goes a long way in ensuring your teams stay up-to-date on customer interactions and offer better service.
3. Pricing Structure and Options
Softphones are cost-effective. However, different providers offer different pricing structures and payment options. Compare the prices of different providers along with the features and services they offer. Some things to consider include:
- Do they offer different pricing tiers depending on the business’ size and the number of users?
- Are monthly minutes included?
- What features come with the plans?
- Are there additional add-on services?
- Do they offer a free trial that you could use to test the service?
- How is the pricing structure laid out? Is it month-to-month or long-term contracts?
You do not want to get locked into a service contract when the service does not live up to promises made by the provider. It is important to test out the service and easily cancel it if needed.
4. Support for Outbound Calling
Your softphone should be able to support your outbound calling strategy. This means that if you have long-distance or international customers, your softphone should help you connect with these customers without any interruption or service issues.
Global Call Forwarding’s outbound calling service lets users connect with long-distance and international customers with high voice quality. Furthermore, we offer a dynamic caller ID feature that lets your employees customize their caller ID when calling these customers. In other words, you can override the existing caller ID to display a local or toll free number when calling customers in foreign countries.
Your customers will feel more comfortable answering your call when it comes from a local number than an unrecognizable and unknown foreign number.
5. Local and International Coverage
Lastly, can this service provider support your local and international calling needs? For example, you will need local and international numbers to stay connected to your customers. And so, it helps if you can get both your softphone and phone numbers in one place and through the same service provider. This can help reduce costs and time spent on two different providers and platforms.
Learn More About Global Call Forwarding’s Softphone
Global Call Forwarding is a leading softphone provider. And we offer a multitude of cloud-based phone services. Curious about how our softphone can help your teams make business calls with high-quality service? Chat with our experts online or call us at 1 (888) 908 6171. We offer a free trial for businesses and are available 24/7!
