If you have ever made or received a business call using a computer or mobile app instead of a traditional desk phone, you have used a softphone. A softphone is a software-based phone that allows users to make and receive voice calls over the internet using a computer, smartphone, or other connected device.
How Does a Softphone Work?
- User logs in to the softphone application using their business account
- The softphone connects to the business's VoIP or cloud telephony system over the internet
- User can dial a number or receive incoming calls directly through the application
- Calls are handled using a headset, microphone, and speakers connected to the device
- Features such as call transfer, hold, mute, recording, and call history can be available depending on the system
Why Businesses Use Softphones
| Benefit | What It Means in Practice |
|---|---|
| Work from anywhere | Agents can make and receive business calls from any location with a reliable internet connection |
| Lower hardware dependency | No traditional desk phone is required when calls are handled through software |
| Easy scalability | New users can be added without installing a separate physical phone for every agent |
| Business calling features | Users can access call transfer, hold, mute, recording, and other calling features from one application |
| CRM integration | Softphones can integrate with CRM and contact center platforms to provide caller information and call history |
Softphone Use Cases by Industry
| Industry | Common Softphone Use Case |
|---|---|
| Banking / BFSI | Customer support, collections, sales calls, and relationship management |
| Healthcare | Patient support, appointment coordination, and follow-up calls |
| eCommerce | Customer service, order-related support, and outbound sales calls |
| BPO / Contact Centers | Agent calling, remote operations, call handling, and campaign-based calling |
Elision's Softphone Solution
DialShree provides a software-based calling experience that enables agents to handle business calls directly from their computers or supported devices. With features such as call management, call transfer, IVR, ACD, CRM integration, and call recording, businesses can manage agent calling without depending entirely on traditional desk phones.