Softphone
In Salesforce CTI and Service Cloud Voice, a software-based phone interface displayed in the Salesforce utility bar that allows agents to make, receive, and manage calls without a physical phone, featuring click-to-dial and call controls.
Definition
In Salesforce CTI and Service Cloud Voice, a software-based phone interface displayed in the Salesforce utility bar that allows agents to make, receive, and manage calls without a physical phone, featuring click-to-dial and call controls.
In plain English
“A Softphone in Salesforce CTI and Service Cloud Voice is a software-based phone interface in the utility bar. Agents use it to make, receive, and manage calls without a physical phone, with call controls, caller info, and call logging built right into Salesforce.”
Worked example
A contact center agent at Maverick Logistics opens an Account record and clicks the phone number on the record - instead of dialing manually, the click hands the number to the Softphone in her utility bar, which dials over the CTI integration. The Softphone displays the customer's name, account number, and the Case the call is associated with as the line rings; when the customer picks up, she has call controls (mute, hold, transfer, conference) right inside Salesforce, and the call recording starts automatically. After hangup, the call duration logs as an Activity on the Case without her typing it. The Softphone is what makes a Salesforce-native voice experience possible without a separate desk phone or a different application window.
Why Softphone matters
In Salesforce CTI and Service Cloud Voice, a Softphone is a software-based phone interface displayed in the Salesforce utility bar that allows agents to make, receive, and manage calls without a physical phone. It provides call controls (answer, hold, transfer, end), caller information display, and call logging capabilities all within the Salesforce interface.
The softphone is the agent-facing element of telephony integration. Whether using Service Cloud Voice (native) or Open CTI (third-party), the softphone is what agents interact with for phone operations. Mature contact center deployments configure the softphone for maximum agent productivity with customized layouts and integrated call logging.
How organizations use Softphone
Uses the softphone in the utility bar for agent phone operations with call logging.
Configured softphone layout for optimal agent productivity during calls.
Treats softphone as the primary phone interface for contact center agents.
Trust & references
Straight from the source - Salesforce's reference material on Softphone.
- Set Up Salesforce CRM Call CenterSalesforce Help
- Open CTI Developer GuideSalesforce Developers
Test your knowledge
Q1. What is a Softphone?
Q2. Where does it appear?
Q3. What does it provide?
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