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Click-to-dial, sometimes called click-to-call, is a kind of digital communication where the user clicks a button or link to get connected with another user in real-time. With click-to-dial, you can call a customer in seconds just by clicking a linked number or button. The phone call gets routed by your softphone—there’s no need for any hard-line connection.
Anyone involved with direct response marketing, including employees and managers, may find click-to-dial efficient and beneficial. Employees can reach out to customers directly from a web page, a form the customer has submitted, or from within their customer relations management (CRM) system. This functionality gives them the benefit of faster, easier communication. Ultimately, customers benefit, too, because they don’t have to wait as long for answers to their questions or to get other support.
Click-to-dial works by using a softphone to connect two people. The voice of each participant is turned into data, which is transmitted by the softphone app. In practice, it works one of two ways: