Integrated Softphone provides embedded communications as a seamless component of the agent application for inbound and outbound phone skills. It allows your agents to make clear web-based voice calls as an alternative to desktop Voice over IP (VoIPVoice over Internet Protocol; used for conducting communications and multimedia sessions over the Internet.) softphones or hard phone alternatives with the same rich telephony features without ever leaving the browser. Integrated Softphone is supported in MAX
The MAX Integrated Softphone differs from other softphone solutions because it allows you to accept or reject a call directly in the Agent interface. This is possible because the voice path passes through Agent using the browser capabilities (WebRTC).
Your NICE inContact account manager must enable integrated softphone for your contact center if you want to use it. Once it is enabled, you must configure it on each agent workstation.
