Web Dialer and Soft Phone: The Modern Day CRM

David Bosley
David Bosley
March 18, 2016

The modern day CRM (customer relationship manager, as in the system software and hardware, not a human) begins and ends with an internet connection.

That’s because phone cords have been replaced with computer cables and interactive computer interfaces are leading the way. The two most important components of the CRM are the Web Dialer and the Soft Phone.

The process starts with a web dialer, which with one click, calls your customer. This reduction in dialing time in comparison with older dialing systems increases the maximum number of calls your operators can make. Web dialers are ideal for call centers, sales and marketing, collections, and any other entity that would benefit from multi-channel sharing of information.

It’s important to know that an advanced web dialer doesn’t just make a phone connection. This also makes use of new technologies. So, when the web dialer is calling the customer, it’ll also be capable of simultaneously searching applications such as LinkedIn, Google, Bing, Yahoo, and Facebook for information on your customer and present them to the operator. In certain scenarios, this may come off as slightly creepy, but in the right applications, this could also be very helpful. This could, for instance, be useful in a B2B setting, where a sales caller/representative could see information about you/your business and mention some relevant portion of it to you. This would show you that your operator cared enough to do a little research about your business.

So, a web dialer makes the connection, but what do I actually talk into?

What’s a Soft Phone?

It’s not a pillow in the shape of a phone. It’s the simple method of transforming your computer into a phone. In other words, a soft phone uses a headset and computer software to turn your computer into a phone. You don’t need a single telephone wire when making a phone call.

In general, most soft phone technologies have more than just talking and listening abilities. They allow for teleconferencing, call forwarding, among other traditional phone features. In fact, most soft phones have all the standard phone features you are used to with your traditional phone: hold, transfer, and mute. You can even easily transfer a call to your cell phone or desk phone. You can also put a call on hold and transfer it to any computer in your call center.

Acronym Me!

If you are new to this business, it’s easy to get overwhelmed with all the acronyms. So, let’s break down some acronyms relating to computer telephony.

In a way, a soft phone is a software, but this software alone will not turn your computer into a phone. It’ll require the use of a VoIP (Voice over Internet Protocol). VoIP is the technology that makes this transformation happen.

The soft phone is part of the family of technology known as Computer Technology Integration (CTI). CTI is the technology that allows calls to be made from the PC to a phone line and vice versa, or even between two computers.

Sounds Complicated?

It’s not. It’s important to remember that the modern day CRM eases the work of a call center and operators and speeds up the communication between the caller and operator.

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