10 mejores aplicaciones de softphone VoIP en 2026

Las aplicaciones de telefonía VoIP te permiten realizar y recibir llamadas empresariales directamente desde tu ordenador o dispositivo móvil mediante unos auriculares, convirtiendo cualquier pantalla en la línea telefónica de tu empresa. Para los responsables de soporte y experiencia del cliente, esto se traduce en una comunicación flexible y rentable sin tener que gestionar hardware ni configuraciones complejas.

Si buscas las mejores soluciones para mejorar las conversaciones con tus clientes, mantener conectado a tu equipo y adaptarte a medida que evoluciona tu empresa, esta guía te ayudará a comparar las principales opciones y elegir la herramienta adecuada con confianza.

	Tool	Best For	Trial Info	Price
1	CloudTalk	Best for international calling analytics	14-day free trial + free demo available	From $25/user/month (billed annually)	Website
2	CallHippo	Best for global virtual phone numbers	10-day free trial	From $18/user/month (billed annually)	Website
3	Freshcaller	Best for Freshworks-based call routing	14-day free trial	From $15/user/month (billed annually)	Website
4	Google Voice	Best for Workspace-based business calling	Free plan available	From $10/user/month	Website
5	Nextiva	Best for customer-facing team communications	Free demo available	From $15/user/month (billed annually)	Website
6	Dialpad	Best for AI-powered call notes	14-day free trial + free demo available	Pricing upon request	Website
7	RingCentral	Best for multi-device business communications	14-day free trial	From £18/user/month	Website
8	JustCall	Best for sales dialers and SMS workflows	14-day free trial	From $29/user/month (billed annually)	Website
9	Ooma Office	Best for small-business calling and desk phones	Not available	From $19.95/user/month	Website
10	Zoom Phone	Best for Zoom-based business calling	Free demo available	From $10.50/user/month	Website

Reseñas de aplicaciones de telefonía VoIP

A continuación encontrarás mis resúmenes detallados de las mejores aplicaciones de telefonía VoIP que llegaron a mi lista de favoritas. Mis reseñas ofrecen un análisis detallado de las funciones, integraciones y mejores casos de uso de cada plataforma para ayudarte a encontrar la más adecuada para ti.

1

CloudTalk

Best for international calling analytics

• 14-day free trial + free demo available
• From $25/user/month (billed annually)

Visit Website

Customer Rating: 4.4/5

This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

CloudTalk is a cloud-based VoIP softphone platform combining AI-powered dialers, global calling across 160+ countries, CRM integrations, real-time call analytics, and multi-channel messaging in a single interface.

Who Is CloudTalk Best For?

CloudTalk suits growing sales and support teams that manage high call volumes across multiple countries and need detailed agent performance visibility.

Why I Picked CloudTalk

I've included CloudTalk in my top picks because its real-time analytics go deeper than most softphones when calls span multiple countries. The custom dashboards break down call volume, duration, and agent activity by region, queue, or time period, all without manual exports. The AI Conversation Intelligence layer adds sentiment scoring and searchable transcripts on top, so I can review how specific agents are performing across different international markets.

CloudTalk Key Features

• Smart dialer: Queue up multiple calls from lists and contacts to automate outbound dialing workflows.
• Skill-based routing: Assign incoming calls to available agents based on expertise or language criteria.
• IVR call flow designer: Build multi-level interactive menus with drag-and-drop controls for self-service or routing.
• Softphone apps for all devices: Access the softphone via Mac, Windows, browser, iOS, and Android without extra hardware.

CloudTalk Integrations

CloudTalk offers 100+ native integrations, including Salesforce, HubSpot, Zendesk, Pipedrive, Intercom, Zoho CRM, Freshdesk, Gorgias, Slack, Microsoft Teams, and Zapier. An API is available for custom integrations.

Pros and Cons

Pros:

• Strong uptime with global carrier redundancy
• AI transcription available on all paid plans
• Deep analytics across international call queues

Cons:

• Call quality drops on poor network connections
• Mobile app less reliable than desktop version

LEARN MORE ABOUT CLOUDTALK:

• Check out CloudTalk on their website
• Read my in-depth review of CloudTalk
• Explore best alternatives to CloudTalk

2

CallHippo

Best for global virtual phone numbers

• 10-day free trial
• From $18/user/month (billed annually)

Visit Website

Customer Rating: 4.4/5

This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

CallHippo is a cloud telephony platform with softphone apps for web, desktop, and mobile. It offers virtual phone numbers in 150+ countries alongside AI-powered calling, omnichannel messaging, and contact center routing.

Who Is CallHippo Best For?

It's a strong fit for small to mid-sized sales and support teams that need local phone presence across multiple countries without complex infrastructure.

Why I Picked CallHippo

I've included CallHippo in my top picks because the depth of its global number coverage sets it apart from most softphone apps. You can provision local, toll-free, or mobile numbers in 150+ countries within minutes, and Smart DID Routing automatically presents the correct local caller ID based on the destination country. I also like the AI Global Connect feature, which detects a contact's local time zone before dialing to prevent calls landing outside business hours.

CallHippo Key Features

• Omnichannel inbox: Manage calls, SMS, WhatsApp, Telegram, email, and chat messages from one unified dashboard.
• Call center controls: Use IVR menus, smart call routing, call queues, barging, whisper, and monitoring for live agent coaching.
• CRM and helpdesk integrations: Connect directly with Salesforce, HubSpot, Zoho, Zendesk, Freshdesk, and more to log call activity.
• Real-time analytics dashboards: Monitor team and agent call metrics, performance KPIs, and historical trends in a customizable dashboard.

CallHippo Integrations

CallHippo offers native integrations with Salesforce, HubSpot, Zoho CRM, Zendesk, Freshdesk, Pipedrive, Intercom, Shopify, Slack, and Microsoft Teams. An API is available for custom integrations.

Pros and Cons

Pros:

• Live call monitoring with whisper and barge
• AI transcription and post-call summaries included
• Virtual numbers available in 150+ countries

Cons:

• Mobile app less stable than web client
• Call quality issues reported on low bandwidth

LEARN MORE ABOUT CALLHIPPO:

• Check out CallHippo on their website
• Read my in-depth review of CallHippo
• Explore best alternatives to CallHippo

3

Freshcaller

Best for Freshworks-based call routing

• 14-day free trial
• From $15/user/month (billed annually)

Visit Website

Customer Rating: 4.1/5

This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

Freshcaller is a cloud-based VoIP contact center solution that lets agents place and receive calls via browser, mobile app, or SIP handset, with multi-level IVR, call routing, recording, and real-time analytics built in.

Who Is Freshcaller Best For?

Freshcaller is a strong fit for support teams already using the Freshworks ecosystem who need a tightly connected call center and helpdesk setup.

Why I Picked Freshcaller

I've included Freshcaller in my top picks because its call routing is purpose-built for teams running on Freshworks. Inbound calls can be routed using conditions tied directly to Freshdesk or Freshsales data, so the right agent gets the right call based on CRM context. I also rely on its smart escalation rules and live call barging, which let supervisors step into active calls and coach agents in real time without disrupting the customer.

Freshcaller Key Features

• Multi-level IVR system: Build custom call menus with nested options to direct callers where they need to go.
• Call recording with storage: Automatically record calls and access recordings directly from the call log.
• Real-time agent status: See live agent availability, including ready, busy, and do-not-disturb, for more effective routing.
• Global phone number coverage: Access local and toll-free numbers from over 90 countries for international presence.

Freshcaller Integrations

Freshcaller offers native integrations with Freshdesk, Freshsales, Salesforce, HubSpot, and Slack. An API is available for custom integrations.

Pros and Cons

Pros:

• Real-time agent availability visible across teams
• Barge and whisper on active calls
• IVR routing needs no coding

Cons:

• Less suited for non-Freshworks tech stacks
• Reporting dashboards lack deep customization options

LEARN MORE ABOUT FRESHCALLER:

• Check out Freshcaller on their website
• Read my in-depth review of Freshcaller

4

Google Voice

Best for Workspace-based business calling

• Free plan available
• From $10/user/month

Visit Website

Google Voice is a cloud-based VoIP softphone built into the Google Workspace ecosystem, offering calling, video calls, SMS, voicemail transcription, and AI-powered spam filtering across mobile, desktop, and desk phones.

Who Is Google Voice Best For?

Google Voice is a natural fit for small businesses and distributed teams already running on Google Workspace who need a lightweight business phone system without added infrastructure.

Why I Picked Google Voice

I've included Google Voice in my top picks because it's the only VoIP softphone that's fully native to Google Workspace. Calls route directly through Gmail, voicemails transcribe automatically into your inbox, and the multi-level auto attendant handles call routing without any separate admin platform. My team uses the Vault integration to keep call records in the same discovery and retention system as email.

Google Voice Key Features

• Multi-device calling: Make and receive calls from mobile devices, laptops, or supported desk phones with one number.
• Spam call blocking: Uses Google AI to detect and block spam callers before the phone rings.
• SIP Link integration: Connect existing PSTN services and desk phones to Google Voice through certified session border controllers.
• Google Calendar routing: Routes incoming calls based on your Google Calendar working hours settings.

Google Voice Integrations

Google Voice offers native integrations with Google Workspace apps, including Google Meet and Google Calendar, and provides an API for custom integrations.

Pros and Cons

Pros:

• Works across mobile, desktop, and desk phones
• AI-powered voicemail transcription included
• Native Google Workspace sync across all apps

Cons:

• No built-in call recording on starter plan
• Limited call analytics for contact center teams

LEARN MORE ABOUT GOOGLE VOICE:

• Check out Google Voice on their website
• Explore best alternatives to Google Voice

5

Nextiva

Best for customer-facing team communications

• Free demo available
• From $15/user/month (billed annually)

Visit Website

Customer Rating: 4.5/5

This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

Nextiva is a cloud-based VoIP and unified communications platform that combines softphone calling, SMS, video meetings, team chat, and AI-powered call management across desktop and mobile apps.

Who Is Nextiva Best For?

Nextiva is a strong fit for customer support and contact center teams that need a single platform for voice, messaging, and AI-assisted call handling.

Why I Picked Nextiva

I picked Nextiva as one of the best because the NextivaONE app keeps my whole customer-facing team on voice, SMS, and chat without switching between tools. The AI Voice Agent handles inbound calls 24/7, routing inquiries and answering FAQs before a live agent picks up. I also rely on AI call transcription and summary to review customer interactions quickly, without replaying full recordings.

Nextiva Key Features

• Multi-level auto attendant: Set up advanced call routing menus for different departments or schedules.
• Team presence and status: See real-time availability of colleagues for easier call transfers and coordination.
• Contact center analytics: Access dashboards with live and historical metrics on agent performance and call activity.
• Browser and mobile softphone apps: Make and receive calls from web browsers, Windows, macOS, iOS, and Android devices.

Nextiva Integrations

Nextiva offers native integrations with Salesforce, HubSpot, Microsoft Teams, Google Workspace, Outlook, and Microsoft Dynamics, and provides an API for custom integrations.

Pros and Cons

Pros:

• Reliable HD audio on desktop and mobile clients
• Unified voice, SMS, and chat in one app
• AI call summaries reduce manual post-call documentation

Cons:

• Reporting dashboards have a steep initial learning curve
• Mobile app occasionally drops calls on poor connections

LEARN MORE ABOUT NEXTIVA:

• Check out Nextiva on their website
• Read my in-depth review of Nextiva
• Explore best alternatives to Nextiva

6

Dialpad

Best for AI-powered call notes

• 14-day free trial + free demo available
• Pricing upon request

Visit Website

Customer Rating: 4.3/5

This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

Dialpad is an AI-native cloud communications platform that unifies voice calling, SMS, messaging, and video meetings in a single softphone app built on its own proprietary large language model, DialpadGPT.

Who Is Dialpad Best For?

Dialpad suits small to midsize customer support and sales teams—particularly those running on Google Workspace—who need a cloud phone system with built-in AI call documentation.

Why I Picked Dialpad

Dialpad earns its spot on my shortlist because its AI Recaps feature automatically generates structured call summaries and action items after every conversation, powered by its proprietary DialpadGPT model. Real-time transcription runs live during calls, so nothing gets missed even in fast-moving support interactions. I also like that AI CSAT scoring runs automatically on 91% of calls, giving my team consistent post-call performance data without any manual review process.

Dialpad Key Features

• Multi-device softphone: Make and receive calls on desktop, mobile, tablet, or web.
• Unified team messaging: Chat and share files with coworkers in the same app as calls.
• Native CRM integrations: Connects directly with platforms like Salesforce, HubSpot, and Zendesk.
• Real-time presence: See agent availability and status instantly to streamline call routing and collaboration.

Dialpad Integrations

Dialpad offers native integrations with Salesforce, HubSpot, Zendesk, Google Workspace, Microsoft 365, ServiceNow, Zoho CRM, Okta, Bullhorn, and Clio. An API is available for custom integrations.

Pros and Cons

Pros:

• Works across desktop, mobile, and web browser
• Real-time transcription runs during live calls
• AI-generated call summaries after every conversation

Cons:

• Call quality can drop on weak connections
• AI features locked behind higher-tier plans

LEARN MORE ABOUT DIALPAD:

• Check out Dialpad on their website
• Read my in-depth review of Dialpad
• Explore best alternatives to Dialpad

7

RingCentral

Best for multi-device business communications

• 14-day free trial
• From £18/user/month

Visit Website

Customer Rating: 4.2/5

This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

RingCentral is a cloud-based UCaaS platform that combines VoIP calling, video meetings, business SMS, and team messaging into a single softphone app across desktop, mobile, and web.

Who Is RingCentral Best For?

It's a strong fit for mid-sized businesses with distributed or remote teams that need a single platform for managing voice communications across multiple devices and locations.

Why I Picked RingCentral

RingCentral earns its spot on my shortlist because of how consistently it handles voice across every device in my setup. I particularly like the call flip feature, which lets you transfer a live call from your desktop softphone to your mobile app mid-conversation without any interruption. Presence status also syncs in real time across desktop, mobile, and web, so my team always sees accurate availability no matter which device someone is working from.

RingCentral Key Features

• AI-powered call summaries: Automatically generates searchable, AI-driven summaries for every call to speed up review and QA.
• Integrated team messaging: Offers built-in chat and group messaging directly alongside calling functions in the softphone app.
• Omnichannel contact centre: Supports voice, SMS, web chat, and social messaging in one dashboard for CX teams.
• Native CRM integrations: Connects with Salesforce, HubSpot, and Zendesk to pull up customer records and auto-log activities.

RingCentral Integrations

RingCentral offers native integrations with Salesforce, HubSpot, Zendesk, Microsoft Teams, Google Workspace, Slack, and ServiceNow, and provides an API for custom integrations.

Pros and Cons

Pros:

• AI transcription covers every recorded call
• Real-time presence synced across all platforms
• Call flip works live mid-conversation

Cons:

• Interface feels cluttered for call-only users
• Mobile app frequently drains battery faster

LEARN MORE ABOUT RINGCENTRAL:

• Check out RingCentral on their website
• Read my in-depth review of RingCentral
• Explore best alternatives to RingCentral

8

JustCall

Best for sales dialers and SMS workflows

• 14-day free trial
• From $29/user/month (billed annually)

Visit Website

Customer Rating: 4.1/5

This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

JustCall is a cloud-based VoIP softphone platform combining voice calling, SMS and MMS messaging, AI conversation intelligence, and multi-line auto-dialer capabilities across desktop, mobile, and web.

Who Is JustCall Best For?

JustCall is a strong fit for outbound sales teams and SMB-to-mid-market customer support operations that need voice, SMS, and dialer tools in one place.

Why I Picked JustCall

I picked JustCall as one of the best because its multi-line predictive dialer (up to 10 simultaneous lines) and Dynamic Dialer genuinely set it apart from most softphone apps that only offer basic click-to-dial. I also like how SMS workflows and bots run natively inside the same platform, so my team can trigger automated follow-up sequences without switching tools. The local presence dialing feature, which displays a number matching the prospect's area code, adds a layer of functionality that most standalone softphone apps skip entirely.

JustCall Key Features

• Real-time agent presence: Displays agent availability status across web, desktop, and mobile for efficient routing.
• Native CRM integrations: Connects natively with Salesforce, HubSpot, Zoho, and Zendesk for click-to-dial and automatic call logging.
• Automatic call recording: Captures and stores every call for easy playback and quality assurance.
• Live call monitoring: Lets supervisors listen, whisper, or barge into ongoing calls for coaching and oversight.

JustCall Integrations

JustCall offers 100+ native integrations, including Salesforce, HubSpot, Zoho CRM, Pipedrive, Zendesk, Freshdesk, Intercom, Help Scout, Slack, and Microsoft Teams. An API is available for custom integrations.

Pros and Cons

Pros:

• AI transcription on every recorded call
• SMS workflows and bots run natively
• Predictive dialer supports up to 10 lines

Cons:

• Reporting dashboards offer limited customization options
• Mobile app call quality can be inconsistent

LEARN MORE ABOUT JUSTCALL:

• Check out JustCall on their website
• Read my in-depth review of JustCall
• Explore best alternatives to JustCall

9

Ooma Office

Best for small-business calling and desk phones

• Not available
• From $19.95/user/month

Visit Website

Customer Rating: 3/5

This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

Ooma Office is a cloud-based VoIP phone system for small businesses that combines a desktop and mobile softphone, call management controls, SMS, videoconferencing, and CRM integrations in one platform.

Who Is Ooma Office Best For?

Ooma Office is a strong fit for small and mid-sized businesses that want a full-featured phone system without the complexity or cost of enterprise VoIP platforms.

Why I Picked Ooma Office

I picked Ooma Office as one of the best because it genuinely bridges desk phones and softphone apps in a way few SMB-focused platforms do. Call Flip lets me transfer an active call from my desk phone to the mobile softphone mid-conversation without dropping it. Simultaneous ring means incoming calls hit both the desk phone and the softphone app at once, so my team never misses a call when moving between spaces.

Ooma Office Key Features

• AI call transcription and summaries: AI-powered transcriptions and automated call summaries on Pro Plus plans.
• CRM integration: Connects with platforms like Salesforce, HubSpot, and Zoho to sync contacts and call logs.
• Team chat and presence: Built-in team messaging and real-time presence indicators for improved coordination.
• Call analytics dashboard: Detailed call metrics and leaderboards help you track agent and team activity.

Ooma Office Integrations

Ooma Office offers native integrations with Salesforce, HubSpot, Zendesk, Zoho, Pipedrive, Microsoft Dynamics 365, SugarCRM, and Google and Microsoft 365. It also connects with Zapier and provides an API for custom integrations.

Pros and Cons

Pros:

• Includes built-in video conferencing on mobile
• Call Flip moves live calls between devices
• Supports physical desk phones alongside softphone

Cons:

• AI transcription requires the pricier Pro Plus
• Mobile app stability has frustrated some users

LEARN MORE ABOUT OOMA OFFICE:

• Check out Ooma Office on their website

10

Zoom Phone

Best for Zoom-based business calling

• Free demo available
• From $10.50/user/month

Visit Website

Zoom Phone is a cloud-based VoIP softphone that brings together inbound and outbound PSTN calling, SMS/MMS, voicemail transcription, call routing, and AI-powered call summaries across desktop, mobile, and desk phone clients.

Who Is Zoom Phone Best For?

It's a natural fit for teams already running on Zoom Workplace who want voice calling built into the same platform as their meetings and chat.

Why I Picked Zoom Phone

Zoom Phone earns its spot as one of the best on my shortlist because of how tightly it plugs into the rest of the Zoom Workplace suite. I like that my team can flip an active call from desktop to mobile without dropping it, which matters on days when someone needs to step away from their desk mid-conversation. The AI Companion adds real value too, generating post-call summaries and pulling action items directly from recorded calls.

Zoom Phone Key Features

• CRM and helpdesk integrations: Connects natively with Salesforce, HubSpot, Zendesk, and Microsoft Teams for click-to-dial and auto-logged call activity.
• Presence and team messaging: Real-time presence status and direct chat enable seamless team coordination inside the Zoom app.
• Call queue management: Lets admins set up call queues and routing rules to distribute incoming calls across agents or departments.
• Automatic call recording: Captures and stores calls for quality review, compliance, or performance management.

Zoom Phone Integrations

Zoom Phone offers native integrations with Salesforce, HubSpot, Zendesk, Microsoft Teams, Google Workspace, Slack, ServiceNow, and Okta, and provides an API for custom integrations.

Pros and Cons

Pros:

• Unified with Zoom meetings and chat
• AI call summaries included natively
• Call flip from desktop to mobile

Cons:

• Limited supervisor monitoring without Contact Center add-on
• Requires an existing Zoom Workplace plan

LEARN MORE ABOUT ZOOM PHONE:

• Check out Zoom Phone on their website

Otras aplicaciones de telefonía VoIP

Estas son algunas aplicaciones adicionales de telefonía VoIP que no llegaron a mi lista de favoritas, pero que aún merece la pena considerar:

1. 3CX

   For self-hosted business phone systems

2. Aircall

   For CRM-integrated sales calling

3. Five9

   For outbound contact center campaigns

4. Talkdesk

   For AI contact center automation

5. CloudCall

   For CRM-based sales calling

6. Genesys Cloud CX

   For enterprise experience orchestration

7. 8x8 Contact Center

   For secure omnichannel contact centers

8. Vonage Contact Center

   For Salesforce contact center workflows

Cómo elegir aplicaciones de telefonía VoIP

¿Intentas decidir qué aplicación de telefonía VoIP aportará valor a tu equipo? Empieza por considerar cuáles son tus necesidades prioritarias de comunicación, integración o supervisión:

Cómo evaluar tu lista de favoritas

1. Solicita una demostración de transcripción con IA: Pide una muestra o realiza tu propia transcripción en directo para comprobar la precisión comparando al menos 2 llamadas reales de agentes en el plazo de una semana.

2. Conecta tu CRM durante la prueba: Utiliza el entorno aislado de tu sistema para comprobar las funciones de ventanas emergentes en pantalla y registro automático antes de implementarlo con datos reales de clientes.

3. Prueba los flujos de transferencia de llamadas: Realiza ejercicios paralelos con agentes (cambio de llamada, transferencia asistida y conferencia) y documenta los tiempos de espera en distintos dispositivos.

4. Solicita documentación escrita sobre el cumplimiento: Pide a los equipos de seguridad de los proveedores documentación sobre el cifrado TLS/SRTP y pruebas de certificaciones como SOC 2 o HIPAA.

5. Compromiso para filtrar tu lista: Decide si la flexibilidad (multiplataforma, BYOD) es más importante para tu equipo que los análisis y los informes avanzados; pocas opciones destacan en ambos aspectos.

¿Qué son las aplicaciones de softphone VoIP?

Las aplicaciones de softphone VoIP te permiten realizar y recibir llamadas telefónicas a través de internet desde un ordenador, un navegador web o un dispositivo móvil. Como resultado, los equipos pueden realizar llamadas empresariales sin depender de teléfonos de escritorio físicos. Estas aplicaciones también ofrecen funciones como controles de llamadas, buzón de voz e integraciones con CRM o mesas de ayuda. Esto proporciona a los agentes acceso al contexto del cliente mientras gestionan conversaciones desde distintas ubicaciones.

Funciones de las aplicaciones de softphone VoIP

Al seleccionar aplicaciones de softphone VoIP, presta atención a las siguientes funciones clave:

• Llamadas VoIP: Realiza y recibe llamadas a través de internet desde cualquier ordenador o dispositivo móvil, eliminando la necesidad de un teléfono físico.

• Controles de gestión de llamadas: Accede a funciones esenciales como poner en espera, silenciar, transferir, desviar y realizar conferencias para gestionar eficazmente cada conversación entrante o saliente.

• Integración con CRM: Conéctate con sistemas CRM para mostrar los datos de quien llama, registrar automáticamente la actividad y proporcionar a los agentes contexto instantáneo durante cada interacción.

• Grabación de llamadas y buzón de voz: Archiva llamadas y mensajes de voz para la formación, el control de calidad y el cumplimiento normativo, con opciones sencillas de recuperación y reproducción.

• Presencia y disponibilidad: Muestra el estado del agente en tiempo real, como disponible, ocupado o en una llamada, para dirigir los contactos entrantes de forma más eficaz y evitar transferencias fallidas.

• Mensajería de equipo: Habilita el chat y la mensajería directa dentro de la aplicación para que los agentes y supervisores puedan coordinarse rápidamente sin salir del entorno del softphone.

• Análisis e informes de llamadas: Realiza un seguimiento de métricas como el volumen de llamadas, los tiempos de espera y las llamadas perdidas mediante paneles e informes para que los responsables puedan supervisar el rendimiento del equipo.

• Seguridad y cifrado: Protege los datos de voz durante la transmisión y mientras están almacenados mediante el cifrado TLS o SRTP, respaldando los requisitos de cumplimiento normativo del sector para las comunicaciones confidenciales.

• Compatibilidad con varios dispositivos: Permite a los usuarios cambiar fácilmente entre el ordenador, el móvil y la web, ofreciendo una experiencia flexible para equipos remotos e híbridos.

• Controles de supervisión: Ofrece funciones como la monitorización de llamadas, el susurro y la intervención para que los responsables de equipo puedan asesorar o intervenir durante las llamadas en directo sin que el cliente lo sepa.

Ventajas de las aplicaciones de softphone VoIP

Implementar aplicaciones de softphone VoIP ofrece varias ventajas para tu equipo y tu empresa. Estas son algunas de las que puedes esperar:

• Mayor flexibilidad: Los agentes pueden responder llamadas desde cualquier lugar utilizando un ordenador, un dispositivo móvil o un navegador, lo que hace posible ofrecer asistencia remota e híbrida.

• Comunicaciones consolidadas: Gestiona la voz, el buzón de voz y el chat del equipo en una sola plataforma, para que los agentes nunca tengan que alternar entre herramientas.

• Contexto del cliente más completo: Las integraciones con plataformas CRM y de mesa de ayuda muestran al instante los datos de quien llama, lo que permite a los agentes ofrecer un servicio personalizado desde el primer momento.

• Mejor formación y control de calidad: Las funciones integradas de grabación, monitorización y susurro de llamadas permiten a los supervisores revisar las llamadas y asesorar a los agentes en tiempo real.

• Mayor visibilidad: Los paneles y análisis en directo ofrecen a los responsables información sobre el estado de los agentes, las colas de llamadas y el rendimiento del equipo en un solo lugar.

• Mayor seguridad de los datos: El cifrado TLS/SRTP y las funciones que respaldan el cumplimiento normativo ayudan a proteger las llamadas confidenciales y los datos de los clientes.

• Ahorro en costes y hardware: Las aplicaciones de softphone eliminan la necesidad de teléfonos de escritorio y sistemas PBX costosos, reduciendo los costes iniciales y continuos.

Costes y precios de las aplicaciones de softphone VoIP

Seleccionar aplicaciones de softphone VoIP requiere comprender los distintos modelos de precios y planes disponibles. Los costes varían según las funciones, el tamaño del equipo, los complementos y otros factores. La siguiente tabla resume los planes habituales, sus precios medios y las funciones que suelen incluir las soluciones de aplicaciones de softphone VoIP:

Tabla comparativa de planes para aplicaciones de telefonía VoIP basada en software