Softphones are essentially an application that resides on your computer.
They can be used both inside and outside the office. With the advancement of technology, VPN access is no longer required. The client will use a headset and microphone and make and receive calls via the application on their computer.
This works extremely well when CRM integration is needed or when the client needs to access files or folders for this work, whilst on the phone.
This solution is very popular for travelling sales reps.
Regardless of location or country they have the ability to set up and start making and receiving calls. The application can be installed quite easily and registered with the system.
The users again can be internal on the LAN or external on the WAN. The application can also be easily de-registered.
Softphones are a very common solution in call centres as well.
They are ideal solution in cases where if you are looking to offsite your call centre to an overseas location such as the Philippines for example. With the right combination of Hosted CRM and predictive dialers it may be the way to go.
Call centres also like the redundancy concept of softphones.
If a call centre has to be closed down or evacuated, as long as the softphone users can be relocated to an area with internet access and Wi-Fi, they can be back up and running again fast.
There are some limiting factors of softphones.
Softphones require that the computer they are running on must be switched on to make and receive calls.