A contact centre softphone is a software-based telephone interface that allows contact centre agents to make and receive calls using a computer, typically connected to a headset or similar audio device. It serves as a virtual phone, emulating the functions of a traditional physical desk phone.

Contact centre softphones are designed for integration with customer relationship management (CRM) and contact centre software systems. They offer a range of call handling features, such as call control, call transfer, conference calling, and access to customer information. Additionally, they often include capabilities for handling multiple communication channels, including voice calls, chat, email, and more.

These softphones can provide significant advantages in contact centres, as they streamline the agent’s work environment, offer easy access to customer data, and allow for efficient management of customer interactions across various channels. Contact centre softphones are widely used in modern contact centres to improve agent productivity and the quality of customer service.