Choosing the wrong Salesforce softphone can add unnecessary steps to every customer interaction. Compare browser, desktop, and embedded options to find the right fit for your team.
Handling customer calls is a regular part of business workflows — and switching between applications to make or manage a call can turn a simple task into a complicated one.
For instance, teams need to access customer records from Salesforce, review previous interactions, and update information while on a call, which can reduce productivity. That’s where Salesforce telephony integration comes in, helping teams manage calls directly alongside the customer information they already use in Salesforce.
One such solution is a Salesforce softphone, allowing users to make and handle calls through their computer while accessing Salesforce, rather than relying solely on a traditional phone.
However, these setups don’t offer the same experience. Some require users to switch between tabs or windows, while others bring calling closer to the tools and customer records they’re already working with.
And that difference matters — the extra clicks, window switches, and steps involved in handling a call may seem minor, but they can hamper productivity.
So, which setup makes the most sense? In this guide, we’ll break down the different types of Salesforce CTI softphones, how they work, and which one will fit the best for your business.
What Is a Softphone in Salesforce?
Softphones refer to software which allows users to conduct phone calls on their computers instead of a traditional telephone.
There are many features of the Salesforce CTI softphone, such as click-to-dial, inbound call pop-ups, and automatic call logging. Salesforce CTI integration enables agents to access customer information, manage calls, and update records through a single application, improving productivity and streamlining customer interactions.
Salesforce softphones can run in three ways:
- Browser-based softphone — Runs within a web browser, allowing users to handle calls without installing a separate desktop application.
- Desktop softphone — Runs as a standalone application on a computer, separate from the Salesforce interface.
- Embedded softphone — Works within the Salesforce interface, keeping calling features closer to customer records and other CRM tools.
Browser vs Desktop vs Embedded Salesforce Softphone
Although all three setups support business calling, they differ in how agents access the phone and work with customer information in Salesforce.
Let's see how:
| Criteria | Browser softphone | Desktop softphone | Embedded Salesforce softphone |
|---|---|---|---|
| Where it runs | Within a web browser | As a standalone desktop application | Within the Salesforce interface |
| Access to Salesforce | Through a browser tab or integrated interface | Through Salesforce separately, unless integrated | Alongside Salesforce records and tools |
| Calling technology | May use WebRTC | Depends on the application and calling system | Depends on the CTI solution and its underlying technology |
| Potential workflow challenges | Switching tabs or windows if calling and CRM are not well integrated | Switching between the phone application and Salesforce | Additional navigation within Salesforce may still be required |
| Key consideration | Browser compatibility and Salesforce integration | Application management and CRM connectivity | Salesforce integration and access through the utility bar |
A browser softphone can use WebRTC to support calls directly in a compatible browser — while an embedded softphone may be accessible through the Salesforce utility bar.
Where Extra Clips Add up in a Typical Call Workflow
The importance of a softphone becomes clearer when considering what the agents do as they interact with customers through phone calls. Even when the system performs well — the disconnect between the phone and Salesforce may cause additional effort.
- Search for customer records: If the inbound call is missing the correct customer record, the agents will have to search manually in Salesforce.
- Verify customer history: The tabbing, windowing, or record switching could possibly interrupt the discussion.
- Make an outbound call: Manual dialing may be necessary for agents unless they use Salesforce click to call, which allows them to initiate calls directly from Salesforce with a single click.
- Recording call details: Call logging must not be done manually; otherwise, agents would have to log data manually per call.
Some of the features that help reduce this work include — the screen pop, click-to-dial, and automatic call logging, provided that the integration supports them.
Which Salesforce Softphone Setup Is Right for Your Team?
The selection of a Salesforce Softphone is reliant on how your team utilizes telephony; gains access to customer profiles and manages the correspondence. Prior to making the selection, the following points should be considered:
- Browser-based softphone: This option is advised for those teams that only want to rely on browser features for telephony and avoid usage of an independent calling app. It is important to check softphone compatibility with browsers, and integration with Salesforce as well.
- Desktop-based softphone: The most effective option if your team is in the habit of using a calling app. Not only is it worth checking the integration with Salesforce, but the softphone should be easy to use with Salesforce to minimize the number of applications used.
- Embedded in Salesforce softphone: Ideal for teams who wish to leverage both the telephony and CRM functionalities at once — the CTI softphone should have features like screen pop, click-to-dial, automatic logging, and others. You can also find the softphone in the Salesforce utility bar — to provide quick access without leaving your workspace.
The key point is not to select the softphone with the least number of windows. The key point is to eliminate unnecessary actions and still give the agents the ability to access the customer data, manage telephony, and track the correspondence.
Still Guessing Which Salesforce Softphone Fits Your Business?
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Concluding Words
The selection of a Salesforce softphone solution is essential not just in terms of the channel chosen for calls but also regarding the ability to retrieve customer data, communicate on various issues, and document conversations seamlessly. Browser-based, desktop, and integrated softphones each offer unique benefits to organizations. Salesforce CTI calculators also help organizations determine communication requirements and evaluate solutions against potential softphone deployment budgets.
However, determining which one works best for the organization essentially depends on the nature of the employees’ activities and the desired degree of Salesforce integration.
By assessing how each of these options performs in normal calling scenarios, businesses will be able to spot workflow shortcomings and minimize unnecessary clicks in the process, thereby allowing agents to spend more time helping customers.
