CALL CENTER SOFTPHONE

Inbound & Outbound Calling


User Interface Personalization

Set up softphone windows to have all the required features at hand. Hide the main window completely if your agents don't need a UI besides your CRM or Helpdesk software.

Large Buttons

All the buttons are large and easy to use, so Agents with any skill level may learn user interface in minutes.

User Interface Scalability

Scale the softphone window to appear better on laptop and 4K monitors.

Single Click Redial

It takes just one click to redial on "Active Calls" or "Call Log" windows.

Attended and Blind Call Transfer

Choose your favorite transfer method: attended or blind. There are 2 options for attended transfer: DTMF tones or Hold - Dial - Transfer.

Call Transfer in 2 Clicks

Reduce mistakesby transferring a call with just 2 clicks.

Conference Call with up to 6 Participants

Switch an active call to conference call with a single click and add up to 6 participants.

Call Waiting

Enable Call Waiting, so Agents can see the second call in background and switch between calls.

Hold and Unhold

Put an active call on hold and start a new call.

Voicemail Drop

Prepare a library of prerecorded voicemail messages. Drop that message when call goes to voicemail with a single click.

Play Prerecorded Greeting on Answer

Record a greeting message and set up softphone to play this message automatically.

Automatic Answer

Enable automatic answering to reduce wait time.

Missed Call Email Notification

Receive an email notification every time you miss a call.

Conditional Call Forwarding

Define phone number and activate call forwarding. Your softphone will forward incoming calls to that phone number immediately or after a certain number seconds of ringing.

Call Recording

Start and pause call recording manually or activate "always on" mode.

After Call Work (ACW)

Enable After Call Work if Agents need to take information like logging notes in a CRM.

Call Tag

Prepare your call tags (labels, disposition codes, wrap-up codes) list to enable agents to indicate certain information about the completed calls.

Status Control


Select Status

Agent selects status to log his or her working time accurately. Supervisors can see agent statuses on a Team dashboard and build online reports based on agent working time, such as Availability per Agent, Occupancy per Agent, and Breaks per Agent.

After Call Work (ACW) Status

Enable After Call Work if Agents need to complete the interaction by logging notes in a CRM.

Custom Agent Status such as "Lunch", "Training" etc.

In addition to the default statuses you can also define new ones like "Lunch", "Training", and so on. This is a great way for supervisors to know exactly why your agents are "Away" and see a full picture on "Breaks per Agent" online report.

Presence Indication (BLF)

Softphone users can see their co-workers status on the Contacts window: Online, Ringing, On call, Offline. You SIP server must support the BLF feature.
Custom statuses

Contacts List


Built-in Phonebook

Up to 3 Phone Numbers per Contact, Unlimited Contacts.

Presence Indication (BLF)

Softphone users can see their co-workers status on the Contacts window: Online, Ringing, On call, Offline. You SIP server must support the BLF feature.

Remote Phonebook Synchronization

1-way synchronization with XML remote phonebook (Cisco XML). Softphone loads XML file from shared network folder or web-server (HTTP, HTTPS).

CSV Import

Import your contacts from 3rd party application using the CSV file.

Google Contacts Synchronization

Synchronize a phonebook with Google Contacts.

Cisco XML Synchronization

Synchronize a phonebook with Cisco XML file. Softphone loads XML file from shared network folder or web-server (HTTP, HTTPS).
Contacts

Click-to-Call and Screen Pop-up


Click-to-Call in Browser or Windows\macOS Desktop App

Easy to setup Click-to-Call feature allows your agents to dial any phone number on your CRM, Helpdesk or any other in-house custom software with a single click.

"callto:", "sip:" and "tel:" Click-to-Call Links

Most CRM and Helpdesk software provides "callto:", "sip:" or "tel:" click-to-call links. Enable that feature on Softphone.Pro and save time dialing with a single click.

Answer, Hangup and Transfer from 3rd Party Apps

Control Softphone.Pro from your web-app or Windows\macOS desktop app. No programming required!

Screen Pop with Account Information Based on Caller ID

Set up your CRM lookup URL or command line. Softphone.Pro can open browser window, call REST web-service, or execute program on incoming call. It also passes Caller ID and any other information available such as DID number to a 3rd party software.

Obtain Caller Name from 3rd Party Software

Configure Softphone.Pro to call a web-service on inbound call ringing. Web service may send back a Caller Name and Company Name in JSON format. Softphone.Pro will display that information on inbound call notification window.

Zoho CRM

Click-to-call and screen pop with Zoho CRM account information.

Zendesk

Screen pop with Zendesk account information. You can also open account page on Zendesk by clicking its name on Softphone.Pro.

Pipedrive

Screen pop with Pipedrive account information. You can also open account page on Pipedrive by clicking its name on Softphone.Pro.

Hubspot

Screen pop with Hubspot account information. You can also open account page on Hubspot by clicking its name on Softphone.Pro.
Information about client is downloading from CRM system

USB Headsets


Call Center USB Headsets

We strongly recommend USB headsets. It's even better to use call center USB headsets with noise cancelling microphones for the best call quality. Jabra and Plantronics are well known for their high quality call center USB headsets.

Jabra Evolve, Engage, Biz

Enable Jabra USB Headset integration to use call control buttons: Answer, Decline, Hangup, Hold, Unhold.

Plantronics

Enable Plantronics USB Headset integration to use call control buttons: Answer, Decline, Hangup, Hold, Unhold.
USB Headset with Call Control Buttons