Softphone actually: what people say
What a wonderful feeling to realize that your software checked in all the continents, indeed Antarctica: one of our clients made some calls from there, and everything works fine. (By the way, did you know that in the southernmost mainland there is WiFi provided by Movistar? Now you do :)
We’ve conducted a big study and asked our clients in Europe, Asia, Africa, Oceania, and both Americas: what do you find nice in Softphone.Pro and what is worth adding? Answers varied depending on the respondent roles — there are most common ideas and our comments upon.
Heads and teamleads: value is supervision
Likes: supervisory and analytical features.
Wanted: custom alerts of changes, e.g. dramatic inbounds rise or agents overcapacity.
Basically, they talk about the Team service — a powerful web service to monitor and analyze at the moment and for a longer period of time. Managers rather need not as much a dialer program as a picture in whole.
The main value in the case is namely Team, and this is what sales figures perfectly show: instead of the Softphone.Pro’s direct rise line which reminds a slope of Mount Rainier, the Team’s chart looks like a famous Boeing vertical takeoff.
Admins: value is calm
Likes: provisioning, integration with CRM, event handler for inbounds.
Wanted: event handler for outbounds, connection quality test.
Admins being admins. In a good way, of course: for them provisioning is a restful sleep and lesser brain cells loss. Centralized configuration and no “I-touched-nothing-it’s-not-working” situation — isn't it a beautiful job?
As for the event handler for outbounds, it’s a kind of mystique. We’ve released it recently in the 5.7 release but put it into the development plan just some days before receiving the first survey results. Coincidence? We don't think. Likely great minds think alike.
Connection quality is a matter of high importance too. Nobody likes hearing murmur and noise instead of intelligible speech. Sure, it’s important to realize that the softphone has no power over what is beyond the company’s PBX server or headsets which can get broken physically. But make a connection quality test also known as packet loss test, or broadband line quality test, ot network latency check, or jitter examination — that’s quite real. We’re thinking about it. By the way, echo is already defeated — take a minute to read how to solve the echo issue.
Agents
Likes: headsets support, routine automatization (answer, unhold etc.), personal statistics.
Would love to see: pop-up window with tips at the moment of call.
A comfortable headset with call control buttons is a really useful gadget and true hands free. Plus, that’s a time economy as well, for those who make at least half a hundred calls daily it’s important without saying. At the time of this post release (July 2024) Softphone.Pro supports Jabra, Leitner, Poly, VoiceXpert и Yealink but the list is going to get longer soon (oops, spoiler?).
Automation of routine, such as auto answer or auto unhold, is a time economy again and better client experience as well. Just as importantly, the agents are often paid on a per hour basis so the personal statistics feature relieves emotional disputes about money and time worked. Transparency is a good practice and sound foundation for mutual trust.
A pop-up tips-window is a brilliant idea. It seems that there are many possible applications. Say, for training: not to glue stickers on the screen but directly display and keep an eye on forms of saying hello and goodbye adopted by the company or other key words that are to be said in the conversation. Right now we can’t promise the exact time it will be done but we’re already thinking about it.
What do you think of all this? Should you wanna see your ideas published (and done!), let us know — send us a message to info@softphone.pro.
You ask, we do, you remember? ;)
Yours Softphone.Pro 💙
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