A softphone replaces the desk phone with software. It connects to a phone system over the internet using VoIP, usually with the SIP protocol, and uses the computer's headset, microphone and speakers.
Softphones come in two forms:
- Installed apps: a desktop or mobile application registered to a phone system.
- Browser softphones (webphones): calls run inside a web page, usually over WebRTC, with nothing to install.
For contact centers, the main benefit is integration. The softphone sits next to the customer record, scripts and call outcomes, so agents click to call, see who is calling and log results without switching tools; that combination is what CTI describes. Call quality depends on a good headset and a stable connection with enough upload bandwidth and low latency.
OVOKY's agent workspace includes a browser softphone next to the CRM. Through the hosted softswitch, VoIP operators also get a browser webphone that they sell as licences to their own clients.