Softphones are widely used today for their cost-saving, mobility, and versatility benefits. These software-based communication tools eliminate the need for physical phones, reducing costs and offering the flexibility to make calls from anywhere with an internet connection. Softphones are user-friendly and feature-rich, making them a valuable asset in modern communication.

Businesses should implement IVR (Interactive Voice Response) and call routing to enhance customer experience by providing efficient and personalised service. IVR streamlines call handling, directing callers to the right department or representative, reducing wait times, and ensuring their inquiries are addressed promptly, ultimately improving customer satisfaction and operational efficiency.

Call recording is crucial for various reasons, including quality assurance, compliance monitoring, and dispute resolution. It allows businesses to review interactions with customers, ensuring that service standards are met and providing valuable insights for training and improvement. Furthermore, it serves as a vital record for legal and regulatory purposes, helping resolve disputes and ensuring adherence to industry-specific requirements.