softphones
For the past several years, the deployment of softphones was limited to very small pilots usually among IT staff members. Now, softphones are starting to gain key supporters among non-IT employees, resulting in 70% of organizations using softphones for an average of 22% of their employees. Although the percentage remains relatively small, the growth is significant: This year, an average of 430 employees at each company benchmarked has a softphone; last year, that figure was only 100. One reason for this increase is that softphones themselves have improved. Rather than keypads on a screen, as they originally existed, they now are more integrated into directories and call histories, enabling users to merely click a name to dial, rather than having to enter a phone number just as they would on a hardphone. Examine which roles in your company should start using softphones, and get some trials underway.
