rebecca 
Business communication has evolved and has become more digital. There’s no dependency on the traditional infrastructure to ensure high-quality business communication. Small businesses can depend on new technology- Softphone and WebRTC to efficiently offer their customers streamlined business communication. They are leveraging these technologies and connecting with their customers better. Let’s discuss WebRTC and the technology, how it is an ideal solution for small businesses, and how they can benefit from it.
What is WebRTC?
Web real-time communications is an open standard that businesses can easily integrate into their web-based applications to deliver better CX. They get access to the same contact center features that help them provide an enhanced CX. Businesses that want to set up a remote workforce and save costs that would otherwise be spent on setting up a brick-and-mortar call center and hardware can rely on the software.
MPLS- Multiprotocol Label switching helps businesses shift from on-premise to the cloud contact centers and get access to the advanced features which allow them to deliver streamlined customer communication.
What is a Softphone?
It is a software solution that mimics the look and functionality of traditional mobile phones. It facilitates making and receiving calls, forwarding, holding, muting, etc., on an internet-enabled device. There is no requirement for a landline setup or even a mobile phone device to facilitate communication. It works on laptops, PCs, and other mobile devices with an audio video featuring capacity and internet connectivity. Businesses can effortlessly integrate the application into their system to communicate with customers.
Why Softphones are Best for Small Businesses?
Cost-efficiency: The software is best for small businesses because there is no infrastructure dependency, and they need not provide their workforce with additional devices to facilitate seamless customer communication. They can place calls over the Internet via laptops, desktops, and mobile devices. The software is available at a budget-friendly price, and they can use the cost-effectiveness offered by the solution and save money.
Scalability: The software solution offers small businesses scalability because they can meet their additional requirements as they grow. With flexible pricing and attractive calling plans, companies can benefit from cost efficiency and deliver the best customer support.
Better CX: Even though no conventional phone system is involved, small companies can still deliver better CX using the software. They can ensure communication in HD voice quality and offer customers high satisfaction. No call drops or noise pollution- all is offered crystal clear voice quality that helps to provide better CX.
Secure communication: Small companies using the software need not worry about data breaches because they can streamline call operations with the software. They can call the customer via secured VPN access.
Real-time dashboard: The software offers a real-time dashboard that allows real-time viewing of interactions. Businesses can whisper or even barge to ensure better CX because every lead is essential. They cannot afford to lose a business opportunity due to poor communication.
Call recording: The software enables the business to record every call between the agents and the customers. They get a complete overview of the conversation, allowing them to make informed decisions to meet the customer’s expectations. They can use various call center metrics to improve agent performance, successfully nurture every lead, and drive more conversions.
Greater call control: Businesses can streamline their call operations by exercising greater control over them. They can queue the calls with mute, hold, and warm transfer. They can use all the voice calling features during the wait time in the queue and offer an enhanced CX.
Conclusion
The softphone is a multi-faceted software solution that makes business communication easy and cost-efficient for small businesses. It helps customers quickly solve their queries and enables the company to offer high customer satisfaction. They get scalability as the solution can quickly adapt to growing business requirements and provide better CX. It helps to improve workforce productivity and enables the business to save financial resources because of no infrastructure dependency.
With features such as an analytics dashboard and recording capabilities, it helps the business dive deeply into their call operations with insights. It gives them actionable insights to deliver better CX and improve their customer engagement processes.
Businesses can buy the software from a reputed cloud telephony company to offer better customer communications and ensure brand loyalty.
